Anonymous

Tried to save some money but never again

Purchased refurbished X1. My son opened the box and got on the unit and rode it for 2 minutes, then the unit started flashing low battery, which would be expected. We charged it for two hours and the charger from the beginning stayed green. The unit would not turn on. I finally got through to via email and they said it was probably the charger and they are not covered under warranty. He said to go online and buy another one. They are out of chargers that they sell for $24.95. I bough another one from another web sit on amazon. Plugged the unit in and the same thing, nothing. When we received the unit it still had mud on the bottom from someone riding it. They have so many rules and they have no idea what is going on within the company. Stay away, stay away. Getting something at a reduced price is great if it works.
View full review
Reason of review:
Damaged or defective
3 comments
SwagTron

We have not heard from you!

Please give us the opportunity to address this issue!

Please email satisfaction@swagtron.com

#SwgatronCares

SwagTron

Good Morning,

Just following up, as I haven't heard from you. Please contact me at wecare@swagtron.com. I look forward to speaking with you.

SwagTron

Hello I'm Angie, I'm a representative from Swagtron.com. I would appreciate the opportunity to assist you in this matter.

Please contact as at wecare@swagtron.com. I look forward to working closely with you to get this resolved.

View more comments (2)
Anonymous

Swagway - Hoverboard Review

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Horrible customer service. They sent me a broken unit, then never sent me postage to return so I paid to return it, never received my replacement, then when asked about it said that it was sent UPS so then they opened up an investigation, which I fully complied with and found out the UPS delivery guy was on vacation when it was delivered and he said many of his packages were missing that week he was gone. Even after all that, the company has refused to give me a replacement or refund and its been almost a year now that I've been emailing and calling back and forth with them, UPS, and my credit card company. Mind you Im turning 44 and have never in my life had a product not delivered and investigated yet they are treating me like its "my" faukt somehow??? Do not buy from this company at all! I went with them even though i could have purchased one for half the price because I wanted to go with a reputable company and instead they robbed me for over $400....
View full review
Reason of review:
Return, Exchange or Cancellation Policy
6 comments
SwagTron

I would appreciate an email sent to satisfaction@swagtron.com so that we can look into this situation!

I apologize UPS lost your package and look forward to supplying a sensible solution to the problem!

#Swagtroncares

SwagTron

We cannot replace a unit without you contacting us!

I really would like to assist you in this matter but will need you to contact me so I can fix this problem!

SwagTron

I would still appreciate the opportunity to assist you in this matter!

Please contact me at satisfaction@swagtron.com!

SwagTron

I would still appreciate the opportunity to assist you!

Please contact me at satisfaction@swagway.com.

SwagTron

I am still waiting to hear from you!

I would really appreciate the opportunity to address this issue.

If you could email us at satisfaction@swagway.com and let me know who you are, I can contact you ASAP!

I can email, Skype, Facebook DM, Twitter DM, or even call you outside of business hours upon your request.

Please contact me and allow me to assist you in the matter!

#swagtroncares

SwagTron

Hello,

I am Stephen K., a representative of Swagway.com . I understand you are unhappy with Swagway and would like to ensure the issue has been handled to your satisfaction.

I would like to apologize that your issue has not been treated with the urgency it deserves. Swagway takes pride in providing excellent 100% US based customer service and we work hard to ensure every interaction with our customer service team is a positive one.

I apologize on behalf of UPS that they lost your unit during shipping and I would appreciate the opportunity to investigate the problem. This is a difficult situation as since we never received the unit, we would not have been able to process your RMA.

With your permission I will contact UPS on your behalf and hopefully resolve the lost package investigation.

In addition, should the UPS issue not be resolved to your satisfaction, I would like to work with you to find a mutually satisfactory solution.

I would appreciate the opportunity to assist you in getting this problem solved in a quick and efficient manner. I want to apologize our customer service team was unable to assist you in this and ensure you that will review our policies and update them if at all possible. Swagway's current policy is to supply a prepaid UPS label for any defects within 30 days of receipt. We offer a free one year warranty for any defects in workmanship and offer free return shipping for the life of the one year warranty.

Please message me (or email satisfaction@swagway.com) and we can discuss any problems, solutions, and how I can ensure your Swagway experience was a positive one.

You can also email Satisfaction@Swagway.com at your convenience! I look forward to hearing from you!

View more comments (5)
Anonymous

Swagway - X2 Hoverboard Review

I ordered 2 swagway x2 hoverboards as Christmas gifts. Like others have completed about, the owners manuals are so poorly written. It is impossible to read the manual and understand any of the steps to setting up or riding the Hoverboards. I have been trying to return the hoverboards for over 2 weeks, I cannot get the company to issue me a return number so that I can complete my return. I have called, emailed multiple times and submitted return requests twice. No response, I will never recommend swagway/swagtron.
View full review
Reason of review:
Return, Exchange or Cancellation Policy
3 comments
SwagTron

Good Morning,

Just following up, as I haven't heard from you. Please contact me at wecare@swagtron.com. I look forward to speaking with you.

SwagTron

I apologize that Swagtron is experiencing extreme holiday volume and this is causing a delay in their normal prompt response times!

As stated on the RMA form in generally takes up to 3 business days for an RMA response and they are running slightly behind schedule.

I apologize for this delay and ensure you that Swagtron will respond to your RMA request as quickly as they possibly can!

Please message me (or email satisfaction@swagtron.com) and we can discuss any problems, solutions, and how I can ensure your Swagway experience was a positive one.

I will be out of officeu ntil January 10th.

In the meantime you can email Swagtron customer service manager Jordan at WeCare@Swagtron.com

Stephen K. Satisfaction@swagtron.com (574)968-3345 #SwagtronCares

SwagTron

The Swagway X1 manual functionally applies to the Swagway X2 and includes calbration and learning mode instructions.

You can find the manual at Swagtron.com on the contact us page HERE:

https://swagtron.com/wp-content/uploads/2015/09/Swagway-X1-Manual-Official.pdf

If you have any questions you can email satisfaction@swagtron.com, however I will not be back in office until January 10th.

In the meantime you can email Swagtron customer service manager Jordan at WeCare@Swagtron.com

View more comments (2)
Anonymous

Horrible

Bought my unit Christmas 2015. Fire. Returned it and was promised a repair. They sent me an email after 4 months claiming that my unit "should have been delivered." Yep. It should have. But it wasn't. Twenty emails and a couple of phone calls later - NOTHING. Horrible. What a rip off. I spent $300 and then you had the nerve to send me a coupon asking me to spend another $100 to get a replacement. Really? When is my repaired unit????? More than disappointing that they can't have the professionalism to respond. I would appreciate someone getting to the bottom of this RMA 180142. This is beyond ridiculous. I can't believe you are still in business after all the negative reviews!
View full review
Loss:
$300
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

2 comments
Guest

http://www.dailymail.co.uk/news/article-336****/It-s-like-iPhone-explosions-TV-explosions-refrigerator-explosions-Owner-largest-hoverboard-company-defends-product-keeps-bursting-flames-hides-gated-mansion

Read about Swagtron/Swagway owner johnny zhu.

SwagTron

Hello,

I am Stephen K., a representative of Swagtron.com . I understand you are unhappy with Swagtron™ and would like to ensure the issue has been handled to your satisfaction.

Please message me (or email satisfaction@swagtron.com) and we can discuss any problems, solutions, and how I can ensure your Swagway experience was a positive one.

You can also email Satisfaction@Swagtron.com at your convenience! I look forward to hearing from you!

View more comments (1)
Anonymous

Swagway - X2 Hoverboard Review

My hoverboard arrived damaged ( on a saturday) and had to waitill Mon to call customer service. I sat on the phone for 45 min waiting for a representitve. I was informed that I bave to submit a request for return via email ( and wait for APPROVAL) .... I have been trying to just get the RETURN label for FOUR DAYS NOW. This item was an xmas gift , to which now, it is far too late for me to get a new board before the holiday ... and I can not afford another board until my money is returned from the damaged one. Extremely pissed off and I should have just bought my board off AMAZON or from Best Buy , where returns are NO HASSLE!! TWO THUMBS DOWN SWAGWAY ... ZERO STARS.
View full review
Reason of review:
Damaged or defective
4 comments
Guest

I have emailed and called. No response from swagtron.

I bought my daughters on 12/6/16. Just opened it and it is used. Dirty footpads and scuffs/scratches all over unit. This company is a joke.

Looks like I will have to go through my credit card company to resolve.

Wake up swagtron! Customers are not happy with your company's misleading practices or service.

SwagTron

I still have not heard from you!

Please contact me at satisfaction@swagtron.com and give Swagtron the opportunity to rectify the situation!

#Swagtroncares

SwagTron

I look forward to hearing from you and correcting any issues!

Please respond to satisfaction@swagtron.com

SwagTron

Hello,

I am Stephen K., a representative of Swagtron.com . I understand you are unhappy with Swagtron™ and would like to ensure the issue has been handled to your satisfaction.

Please message me (or email satisfaction@swagtron.com) and we can discuss any problems, solutions, and how I can ensure your Swagway experience was a positive one.

You can also email Satisfaction@Swagtron.com at your convenience! I look forward to hearing from you!

View more comments (3)
Resolved
Gemma Whv
map-marker Lititz, Pennsylvania

Resolved: Total garbage company

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Hello again,Not sure what a Huckster is, but you received a working replacement in the same condition as the unit you shipped in. The offer still stands if you feel that the replacement was not in comparable condition, although chances are you actually received a unit in better condition. Please review our terms and conditions Have a blessed day!From: 130490 Ivan Reiff Sent: 02/23/2016 8:46 pm GMT-05:00 Subject: Re: RMA #SGW26871 Checking on repair status. Be advised we will immediately start drafting a lawsuit against all parties involved...you clearly don't mind stealing and giving consumers a run around for their money...you sold us a 'lemon' and are trying to replaced it with a beat up piece of crap, and, stole mine. does that sound remotely ethical? what I want is a new one, like I bought and paid for...in the meantime I will litigate (cost is of no consequence)...I now cosider it 'making a point'. Call me if you have any further questions. Regards Ivan Reiff 717 468-**** PS this ridiculous response, offering of a sticker/decal, to cover the damaged area of a board that had the *** beat out, of it is beyond belief...you have got to be kidding me. Our board was 'new', and we know where its been...I have owned and operated a world wide business for 30 years, and this is the most incredible response (by far) to any consumer relation I have ever encountered...it's like I'm dealing with 'Hucksters'? ----- Original Message -----From: "support" To: ireiff00@***.netSent: Tuesday, February 23, 2016 2:29:07 PMSubject: RE: RMA #SGW26871 Checking on repair status. Hello and thanks for your purchaseIn an effort to expedite the RMA process and not keep you waiting an additional 2-4 for your particular unit to be repaired, we decided to send youa tested replacement unit. We realized that there are many children and adults anxiously awaiting a working unit. Although every effort was made to send a unit in comparable condition, it appears that a few were sent out in slightlyworse condition. For this we do apologize and can gladly offer you a decal of your choice.I do apologize for the inconvenience. Hope this helps amend the situation.Looking forward to your replySwagwayFrom: 130490 Ivan ReiffSent: 02/22/2016 12:45 pm GMT-05:00To: reiffrn@***.com; support@***.comSubject: Fwd: RMA #SGW26871 Checking on repair status. To whom it may concern We, as a consumer are now done with this game of tag...'what do you want'?....I bought two Swagways for 950.00 in December...one worked, one immediatley failed...we went through the proper channels and returned it....no response...months later a 'beat to ***' version of a board showed up at my house....I'm keeping ot outside since I don't know where its been, and wether its one that will 'explode' (I don't know it's history)....we responded that it wasn't our board, and got a return e-mail of 'what do you want us to do? Well since you incompetents don't know, I will tell you: I want a new Board within 15 days or I WILL (at a great cost to me) bring suit to Swagway, Ebay, and the reseller....and I will immediately involve any media that I can possibly have pick this up...since your products are already burning down houses, I don't particularily want it...I just want what I paid for...the suit will also incude theft of my original board which I now have no idea where is? You basically stole my property. Regards Ivan Reiff PS This isn't a random thought/rant...this is a promise of a course of action. ----- Forwarded Message -----From: "Sharon"To: "ireiff00"Sent: Tuesday, February 16, 2016 3:23:07 PMSubject: Fwd: RMA #SGW26871 Checking on repair status. Sharon ReiffSent from my iPhone Begin forwarded message: > From: Sharon Reiff> Date: February 16, 2016 at 3:22:46 PM EST> To: Swagway Support> Subject: Re: RMA #SGW26871 Checking on repair status.>> ABSOLUTELY not true, the BLACK hoverboard was in EXCELLENT condition. It was only ridden INDOORS in a large open area for a maximum of 30-45 minutes before it failed to work correctly.>> This situation is ABSOLUTELY UNACCEPTABLE AND WE WILL BE COMPENSATED!! What are you going to do for us about this situation????>> Sharon Reiff> Sent from my iPhone>>> On Feb 16, 2016, at 3:08 PM, Swagway Support wrote:>>>> I do apologize, they sent out replacement items that matched the condition of the unit that was sent in.>> From: 45789 Swagway Support>> Sent: 02/15/2016 2:40 pm GMT-05:00>> To: support@***.com>> Subject: Fwd: RMA #SGW26871 Checking on repair status.>>>> To Whom it May Concern:>>>> Nearly two months ago, we paid close to $400 for a brand new BLACK Swagway hoverboard that didn't work, then spent too much money to ship it back to you to be repaired. We waited weeks for its return. Today we received a BLUE beat up USED one!?!?!>> I will NOT accept this one and WILL NOT PAY to return this one to you. Please respond ASAP! Thank you.>>>>>>>>>>>>>>>> Sharon Reiff>> Sent from my iPhone>>>> Begin forwarded message:>>>>> From: Swagway Support>>> Date: January 27, 2016 at 9:17:10 AM EST>>> To: reiffrn@***.com>>> Subject: RE: RMA #SGW26871 Checking on repair status.>>> Reply-To: Swagway Support>>>>>> there is no update on your rma at the moment. Currently it is taking approx 15-20 business days to process repairs/returns from receipt of product. Once your unit has been processed your rma will be updated. You will receive an email with a tracking number once it ships. Thanks for your patience.>>> From: 45789 Swagway Support>>> Sent: 01/26/2016 3:47 pm GMT-05:00>>> To: support@***.com>>> Subject: RMA #SGW26871 Checking on repair status.>>>>>> Good afternoon.>>>>>> I am checking on the progress of a Swagway that we sent to you for repair approximately 3 weeks ago. Until this time, we haven't had any communication regarding your receipt of the returned hoverboard or any information concerning the repair process.>>>>>> Reference information is RMA #SGW26871 Item code/SKU BLACK Swagwayx1 self balancing Qty 1>>>>>> This is a $400 product and we trust that the product was received and the repair process has been completed; but need to hear from you.>>>>>> Please advise via return email or call 717-626-****.>>>>>> Thanks,>>> Ivan and Sharon Reiff
View full review
Loss:
$450
Cons:
  • Customer service
  • Defective product
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

2 comments
SwagTron
reply icon Replying to comment of Gemma Whv

I do want to apologize that your experience with Swagway was not a positive one!

I am however glad we were able to resolve your issue in a satisfactory manner.

Swagway is as of today (03/09/2016) here at pissedconsumer.com to handle and Swagway related issues you may have!

We did not know of your comment here until today, however I am glad you were taken care of before we arrived!

Gemma Whv

Swagway did promplty (after this complaint) provide a new board...I am Satisfied.

View more comments (1)
Deric Tbl
map-marker Seattle, Washington

*** SWAGWAY

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
We purchased one of their hoverboard products after they claimed everything was updated/fixed regarding the recall and dangers. However one day after we purchased it the hover board started spinning uncontrollably and we were finally able to control it by pinning it to the ground, after it scraped my husband's hand btw. We got on the phone with a representative and he was trying to help us troubleshoot, then he said they would send us a shipping label and RMA or return authorization to put on the box. However, when we finally recieved the email it only had the RMA, NOT THE SHIPPING LABEL. Which means they are trying to make us pay over $50 out of pocket to return a faulty/dangerous product. That does not even make sense!! Especially after they claimed they fixed/improved their *** to make it more safe, they were definitely wrong about that and messed them up once again. This product can be extremely dangerous and harmful and no one should buy it. It might be fun but definitely NOT worth the risk. Also their customer service representatives all gave conflicting information and I have gotten no where with trying to straighten this out, even after talking to Best Buy where we purchased it as well as about 7 different Swagway representatives. Do not buy their products they are very dangerous as well as extremely tedious to deal with.
View full review
Loss:
$450
Pros:
  • Unacceptable
Cons:
  • Product is poor
  • Defective product
  • Dangerous
Reason of review:
all of the above issues

Preferred solution: Full refund

8 comments
Guest

Hello,

I did not know you would reply on here. I would love some help with this.

I thought that the reply would be in my email and today is the first time I have seen it. I would rather communicate directly over email or phone, I provided my phone number in the original emails as well.

I have had lots of difficulty trying to sort this out. And yes, we purchased the product and it malfunctioned within less than 3 days of owning it.

SwagTron
reply icon Replying to comment of Guest-1211149

Understood.

However I have no way of knowing which emails are yours out of the emails support@Swagway.com receives.

You can email me directly at satisfaction@swagway.com.

Once I have your email I can actually use the Swagway database to pull your account details and emails.

I can call you, at your request, once I know who you are!

I'm really glad you responded to me and I look forward to getting this problem solved ASAP!

SwagTron
reply icon Replying to comment of Guest-1211149

Still looking forward to your email at satisfaction@swagway.com.

I have not heard from you and look forward to assisting you!

SwagTron
reply icon Replying to comment of Guest-1211149

Thank You for contacting us!

I'm glad we were able to speak with you and rectify the situation!

SwagTron

I see you have actually posted another new complaint regarding this same issue, yet still have not responded to me here.

I would really appreciate the opportunity to help in any way I can.

Posting new complaints while ignoring my overtures to speak to you are not helpful and simply make contacting you more complicated (I am not attempting contact in two completely different posts regarding the same issue).

Please at least attempt to respond.

SwagTron

We are still trying to contact you.

Please give us the opportunity to address this issue!

We offer prepaid labels with all defective returns within 30 days. If we did not somehow supply one, please let us correct the issue.

Please keep in mind all prepaid UPS labels are attached to your RMA email (look for the paper clip symbol on the email).

We would love to here from you!

SwagTron

Swagway offers prepaid labels to all defective products within 30 days of purchase.

Swagway apologizes if this was not clear, however it is generally attached to the email that included your RMA number and return authorization form, normally attached as a .GIF or .pdf.

SwagTron

Hello,

I am a representative of Swagway.com . I understand you are unhappy with Swagway and would like to ensure the issue has been handled to your satisfaction.

Please message me (or email satisfaction@swagway.com) and we can discuss any problems, solutions, and how I can ensure your Swagway experience was a positive one.

You can also email Satisfaction@Swagway.com at your convenience! I look forward to hearing from you!

View more comments (7)
Deric Tbl
map-marker Seattle, Washington

Dangerous product, they keep ignoring me

Hello, I am extremely frustrated and disappointed with Swagway company. For the past month I have been trying to contact them and return my hover board that my husband bought for my birthday. It is an extremely unsafe product they need to fix. I have sent at least 5 emails and only got generic automatic replies, I have even commented on this website before and got a response, then heard nothing. This is getting insane. We purchased the hover board after their recall was supposedly fixed, however that is not the case. The board was spinning out of control, causing damage and could cause major injuries. I have talked to many different customer service reps from their 1-800 number but all I reach is dead ends. No one has been helpful and they are not listening to me. I am trying to return this product and get a full refund, it should not even be sold. DO NOT BY THEIR PRODUCTS THEY ARE VERY DANGEROUS! I just want a reasonable response from them, I even documented videos of the incident. If there is any way someone knows what I should do, please let me know.
View full review
Cons:
  • Product is poor
  • Defective product
  • Dangerous
Reason of review:
Poor customer service
6 comments
SwagTron

Thank You for contacting us!

I'm glad we were able to speak with you and rectify the situation!

SwagTron

We are still trying to contact you!

Please let us help you by answering us here or emailing satisfaction@swagway.com!

SwagTron

I am still trying to contact you (both here and via private messaging).

Please respond to us.

Swagway truly cares that you are upset with us.

We work hard to ensure positive experiences but cannot begin this process unless we know who you are.

SwagTron

You say we are "ignoring" you. I have been attempting to make contact for you at every opportunity available to me.

I have private messaged you (multiple times). I have three unique posts to your previous comment. This is my second comment on this complaint post.

I am making a good faith effort to contact you and every attempt has been completely ignored.

I would like to assist you in this matter but cannot unless you at least respond to me.

I cannot pull your previous emails from the Swagway database unless I know who you are. The first step in getting help is actually responding to us.

Guest

Hello,

I am Stephen K., a representative of Swagway.com . I understand you are unhappy with Swagway and would like to ensure the issue has been handled to your satisfaction.

Please message me (or email satisfaction@***.com) and we can discuss any problems, solutions, and how I can ensure your Swagway experience was a positive one.

I see you are requesting a refund. I can easily issue a refund within the policy as long as your purchase has been in the last 30 days. You can begin the refund process within 30 days of purchase here: returns.swagway.com

If you are outside of 30 days, we will gladly repair/replace your defective unit at no cost to you. You can begin the RMA process at the same link above.

Our RMA service is both fast and efficient and I look forward to getting this problem solved as quickly as possible!

You can also email Satisfaction@***.com at your convenience! I look forward to hearing from you!

Guest
reply icon Replying to comment of Guest-1209237

Stephen K. (or whatever your real name is)- Please don't fool potential honest hard working customers.

Your RMA process is NOT "fast and efficient". I have been patiently waiting over 6 months to have my X1's repaired under the CPSC recall.

Your company is total *** and you know it! Hope you are feeling good about what you really do!

View more comments (5)
Takenya Zin
map-marker Amesbury, Massachusetts

Swagway - X1 Hoverboard Review from Amesbury, Massachusetts

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
Swagway arrived broken,you can not speak with anyone reguarding returns. Cusromer service does not do anythi g and they refuse to give u a number to warranty replacement departme t everything is done though email which takes days. I ask repeatedly in ail for a numbe rto speak with someone. They expect you to pay for return shipping and want to give you a repaired boars. I did not pay for a refurbished board i paid for a bramd new o e. A good company would speak with you send out a new replaceme t immediately so you donrt have to wait and be inconvenienced longer and send a prepaid label. I ordered 3 boards and now one of my kids is left out and swagway just gives you the run around. Better off ordering else where. If i do not get a new replaceme t and a prepaid label to swnd the defective item i plan to report to my credit company and start a class action suit,im sure many out there are at a loss with the defective products sent and having to pay for shipping
View full review
Reason of review:
Damaged or defective
8 comments
SwagTron

We are still here to assist you in this matter!

Please give Swagtron™ the opportunity to rectify this situation!

#swagtroncares

SwagTron

We have not heard from you!

I am making a good-faith effort to reach out to you and assist you with this issue.

Please contact us at satisfaction@swagway.com

Guest

I am still trying to contact you!

Please let us know if your problem has been solved by responding here or emailing satisfaction@***.com!

SwagTron

We are still waiting to hear from you!

We would greatly appreciate the opportunity to get this issue solved in a quick and convenient manner!

If you would prefer a phone conversation, please email us at satisfaction@swagway.com!

SwagTron

Hello,

I am a representative of Swagway.com.

Swagway offers prepaid labels for all purchases within 30 days that have a defect from Swagway.com. This is included FREE with your warranty.

Please email your RMA number to satisfaction@Swagway.com and I can get started on discovering the problem ASAP!

I understand you are unhappy with Swagway and would like to ensure the issue has been handled to your satisfaction.

Please message me (or email satisfaction@swagway.com) and we can discuss any problems, solutions, and how I can ensure your Swagway experience was a positive one.

Guest
reply icon Replying to comment of SwagTron

Hi,thank you I was able to resolve the issue after coming across a reps contact email. He was able to take care of everything.

THE COMPANY REALLY SHOULD HAVE LIVE CUSTOMER CARE FOR THESE MATTERS AND DO SOMETHING ABOUT FASTER REPLACEMENTS. IT TOOK A WHILE BUT WE ARE GOOD NOW

SwagTron
reply icon Replying to comment of Guest-1247703

I am glad your issue was taken care of!

We have many forms of live customer service!

You can always email support@Swagtron.com, satsifdaction@swagtron.com, DM us on Twitter (@SwagtronUSA), message our Facebook Page SwagtronUSA, or call us at

SwagTron
reply icon Replying to comment of SwagTron

1-844-299-0625

View more comments (7)
Elani Ifi
map-marker Collierville, Tennessee

Swagway Worse customer service

stars-rating-full stars-rating-full stars-rating-full stars-rating-full stars-rating-full
I send my swagway X1 to be repair on June 13 today is July 21 and still have not been able to get an answer. I even requested to speak to a supervisor, they said he would call within 72 hours and it has been 5 days and i have yet to receive a call from them. To how can I speak to get help, they only have one phone number and when I call it takes 15-20 min to get someone to answer them is another 10 min for then to tell you "should receive a e-mail in the next 2 days" today I called again and they said that there was no supervisors available today
View full review
Loss:
$400
Pros:
  • Unacceptable
Cons:
  • Customer service
Reason of review:
Poor customer service

Preferred solution: Full refund

3 comments
SwagTron

We are still waiting to hear from you!

I have checked the support@Swagway.com email and cannot find your communication.

I also have not heard from you at satisfaction@swagway.com.

I have tried to contact you with every avanue available in order to get this problem solved!

I assume since you have not replied to this comment that Swagway has solved your problem without my interference. However if that is not the case, I am always available!

SwagTron

I have not heard from you. We are still looking forward to the opportunity to get this issue solved as quickly and efficiently as possible.

Please contact us at Satisfaction@swagway.com!

SwagTron

Hello,

I am a representative of Swagway.com . I understand you are unhappy with Swagway and would like to ensure the issue has been handled to your satisfaction.

Please message me (or email satisfaction@swagway.com) and we can discuss any problems, solutions, and how I can ensure your Swagway experience was a positive one.

You can also email Satisfaction@Swagway.com at your convenience! I look forward to hearing from you!

View more comments (2)
Anonymous
map-marker Belmont, Massachusetts

Swagway Swagway X1 Hoverboard Review from Belmont, Massachusetts

They keep sending emails that you cannot respond to and they will not contact you back about the situation and nobody answers the phone
View full review
Reason of review:
Poor customer service
1 comment
SwagTron

I would GLADLY respond to your email sent to satisfaction@swagtron.com !

We do apologize if there has been issues with your Swagtron™ order or product!

We respond to all emails sent to support@Swagtron.com WeCare@Swagtron.com , or satisfaction@swagtron.com !

Please contact me so that we can address your issue!

I look forward to hearing from you!

#HereToHelp #SwagtronCares

Carly Jak
map-marker Sterling, Virginia

SWAGWAY Customer service and repair BS!!!!!!

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Bought a Swagway for my son for Christmas, broke within a few months (wouldn't charge). Sat around and then got around to returning the item. Had to pay for shipping to return a defective item (who does this anymore?) Received the "Fixed" board back. Wouldn't even charge the first time we got it back. Again, it sat around until we got around to shipping it back. Sorry Swagway, my life does not revolve around shipping and returning merchandise. Was told that it had to be 30 days from when I got it back to receive free shipping, are you kidding me. You never fixed it in the first place and now you are dictating to me when I have to get it back to you. So I checked with them on when I received the "Fixed/broken" item. I was 4 days out of the 30. So now I am supposed to pay even more to ship it back again for a repair that was never done. BS total BS. What faith do you have in your product when you cannot cover shipping to repair what should have been done right the first time. Shameful. If you want a overboard, Please purchase one that backs their product. I await their response to again tell me how irresponsible I was to not run out and ship it out in what they feel is a timely manner. This 30 day period was never made known until I needed to ship it back. Beware.
View full review
Loss:
$400
Reason of review:
Poor customer service

Preferred solution: Send me a shipping label to fix a problem that you failed to fix the first time.

2 comments
SwagTron

I still have not heard from you! I look forward to getting this problem solved as quickly as possible!

I hope your lack of response means the problem has been solved!

However if it has not, I am here to offer you any assistance required.

SwagTron

SwagTron™ (f.k.a. Swagway) has sent you a prepaid label for this repair.

I truly apologize that your Swagway broke after you received it, rode it, and charged it.

We have a very strict testing and inspection policy and your Swagway was tested/inspected by at least 2 technicians after the repair but before being returned to you. The battery, charging port, and all electronic circuitry were tested and determined to operate within normal operating parameters.

We replaced your motherboard, sensor boards, and upgraded your battery to the UL listed SwagTron™ trademarked SentryShield™ battery for superior battery life and upgraded safety features (free upgrade).

Occasionally the unit can be damaged in shipping due to the higher than average weight of our package compared to a standard UPS delivery. It can also be damaged by attempting to insert the charger into the charging port without proper alignment. These are the most common causes of units failing to charge.

We offer pre-paid labels to all repairs within 30 days from the receipt date. I apologize you are unhappy with our policy.

Our warranty clearly states that we cover 100% of parts, labor, and return shipping to you as part of the FREE one-year manufacturer's warranty. You can see the term and conditions of the warranty publicly posted for your reference here: https://swagway.com/terms-conditions/ Outside of 30 days it is standard practice in E-commerce for the customer to pay shipping for a free repair under warranty. This policy is known and supported by all Swagway Ecommerce retailers including Amazon.com, Ebay.com, Modell's Sporting Goods, BJ's wholesale, QVC, HSN, shop.ca, and many others. We offer the best warranty in our industry.

SwagTron™ works hard to ensure every SwagTron™ experience is a positive one! However our policy is designed to be fair to our customers, and offering a pre-paid label within 30 days of receipt is going beyond our industry competition. Our repair service is also fast and efficient for your convienence. We have provided a prepaid label as you requested (please check your email) and look forward to getting your Swagway X1 back to you in an expedient manner.

In the future please email support@Swagway.com with customer issues such as requesting prepaid labels outside of the 30 day policy and you will find a 100% US based and polite customer service team ready to respond to your issue! Thank You for choosing SwagTron™!

View more comments (1)
Resolved
Duana Set
map-marker Saint Louis, Missouri

Resolved: Swagway, worst customer service ever

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Received a Swagway for Christmas, used the unit for 1 hour before it stopped working. Sent unit back for repair after numerous non responsive E-mails. Just received a reconditioned unit back today, (not even the same unit). Guess what, it doesn’t work and the kicker, I have to pay to send it back again and wait another 20 business day to receive another. This process has been going on since my first e-mail Christmas day, maybe I will get a working unit by next Christmas but I think it will cost me more in shipping than I spent on the thing in the first place.
View full review
Loss:
$400
Cons:
  • Defective product
  • Customer service
Reason of review:
Poor customer service

Preferred solution: Full refund

8 comments
Guest

Yes, HORRIBLE customer service! no names, just emails addresses and generic unhelpful responses!

Bought 2 swagways in past 4 months one faulty charger and they won't replace it.

they want me to buy another! sending an email to Care team to see if they can help!

Beyond disappointed

SwagTron
reply icon Replying to comment of Guest-1151261

I would very much appreciate the opportunity to hear your story and fix any problems that can be fixed.

Please email satisfaction@Swagway.com with any issues!

Duana Set

I sent the unit back over 10 days ago. the RMA said it would take 3 business days. No board or e-mail.

SwagTron
reply icon Replying to comment of Duana Set

Can you email your Swagway.com RMA number to Steve@Swagway.com?

Duana Set
reply icon Replying to comment of SwagTron

Yes

SwagTron

I am still looking forward to hearing from you and getting this issue solved as quickly as possible!

SwagTron

I apologize you received a defective unit!

I agree you should not have to pay shipping fees!

Email me at Steve@Swagway.com.

I can ensure you that we will cover all shipping costs and replace your defective unit with a new Swagway!

Gemma Whv

Exact same problem here.

View more comments (7)
Gia Yqd
map-marker Montgomery, Alabama

Swagway is the worst

I ordered my son a Swagway and we received it 1/6/16 it worked for 4 days. We returned it and I had to pay $75 for shipping which I felt was wrong. They received the item 01/26/16 they said that the mainboard and both sensor boards, tested and calibrated, scratched RW 2/22/16. We received the hoverboard yesterday 3/3/16. Opened the box and tried to turn the hoverboard on, it would not come on. We plugged the charger into hoverboard and it still would not come on. This was something that I ordered for my son for Christmas. He had it only for days. This product is too expensive to not be working. I am highly pissed and dissatisfied. I will not be paying for anymore shipping and I want a working item for my son. He cried his poor heart out last night, he was excited and thinking that the product would work. This is a shame...... Signed Pissed and highly dissatisfied Customer.....
View full review
Reason of review:
Damaged and defective, not satisfied
8 comments
SwagTron

SwagTron™ (f.k.a. Swagway) has sent you a prepaid label for this repair.

I truly apologize that your Swagway broke after you received it, rode it, and charged it.

We have a very strict testing and inspection policy and your Swagway was tested/inspected by at least 2 technicians after the repair but before being returned to you. The battery, charging port, and all electronic circuitry were tested and determined to operate within normal operating parameters.

We replaced your motherboard, sensor boards, and upgraded your battery to the UL listed SwagTron™ trademarked SentryShield™ battery for superior battery life and upgraded safety features (free upgrade).

Occasionally the unit can be damaged in shipping due to the higher than average weight of our package compared to a standard UPS delivery. It can also be damaged by attempting to insert the charger into the charging port without proper alignment. These are the most common causes of units failing to charge.

We offer pre-paid labels to all repairs within 30 days from the receipt date. I apologize you are unhappy with our policy.

Our warranty clearly states that we cover 100% of parts, labor, and return shipping to you as part of the FREE one-year manufacturer's warranty. You can see the term and conditions of the warranty publicly posted for your reference here: https://swagway.com/terms-conditions/ Outside of 30 days it is standard practice in E-commerce for the customer to pay shipping for a free repair under warranty. This policy is known and supported by all Swagway Ecommerce retailers including Amazon.com, Ebay.com, Modell's Sporting Goods, BJ's wholesale, QVC, HSN, shop.ca, and many others. We offer the best warranty in our industry.

SwagTron™ works hard to ensure every SwagTron™ experience is a positive one! However our policy is designed to be fair to our customers, and offering a pre-paid label within 30 days of receipt is going beyond our industry competition. Our repair service is also fast and efficient for your convienence. We have provided a prepaid label as you requested (please check your email) and look forward to getting your Swagway X1 back to you in an expedient manner.

In the future please email support@Swagway.com with customer issues such as requesting prepaid labels outside of the 30 day policy and you will find a 100% US based and polite customer service team ready to respond to your issue! Thank You for choosing SwagTron™!

Guest

Well, needless to say we finally got another SWAGWAY in good working condition. My son rarely rides it, which was a waste of money.

Last night he finally pulled the charger out of the box and the thing is broken. I emailed swagway and this is what I was told:

On Monday, June 6, 2016 1:03 PM, shaneika givan wrote:

Why should I pay for something that is suppose to come with the product in working condtion?

On Monday, June 6, 2016 12:59 PM, Swagway Support wrote:

Hello. You can order a new one at

https://swagway.com/product/replacement-charger-for-swagway-x1-hoverboard/ If you have any more questions please let us know. From: 182061 Shaneika Crawford Sent: 06/06/2016 1:39 pm GMT-04:00 Subject: Case #142101: SWAGWAY The charger port that plugs into the hoverboard was broken when we opened it.

This charger was sent to me after RMA#SGW20523 was sent back twice without a charger. This has been an ongoing problem with this product since January. I would please like to have a replacement charger that works sent out to me as soon as possible.

So basically, I need to pay for what is suppose to come with the product in working order. Total rip off!!!!!!!!

SwagTron

I have messaged you, posted here, and made every good faith effort I can to contact you.

Please respond so that Swagway has the opportunity to rectify the situation.

If the situation has been resolved please let us know!

We work very hard to ensure every customer is treated fairly and is given a positive Swagway experience.

Looking forward to hearing from you!

Guest
reply icon Replying to comment of SwagTron

Yes I messaged back, however your customer service department wants me to buy another charger instead of sending out a replacement

SwagTron

Still looking forward to hearing from you and getting this issue solved as quickly as possible!

SwagTron

I apologize you received a defective replacement!

Swagway will of course cover shipping with a prepaid label and also replace your unit with a new Swagway.

I do apologize that you have had to deal with this issue, however Swagway looks forward to the opportunity to get this settled!

Please email me at Steve@Swagway.com and we will get this resolved as quickly as possible!

Gemma Whv
reply icon Replying to comment of SwagTron

I did recieve a replacement board and am satisfied...thank you for your prompt resonse.

Ivan Reiff

Guest
reply icon Replying to comment of Gemma Whv

@ivan Reiff, good for you! I haven't and you should create your own post.

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