SP Opiniões 202

Resposta da SP

27/09/2024

Thank you, Jane. To clarify, no further purchases can be made directly from our website, and we are working closely with third-party retailers to ensure our products are no longer available for sale through their platforms as well.

We are taking all the necessary precautions to protect customer data and ensure a smooth transition as we close down our operations. The email you received is indeed legitimate, and we are committed to processing all refunds as outlined. We truly appreciate your understanding during this time and are doing everything we can to manage this process responsibly.

Kind Regards,
Safer Pet

Resposta da SP

27/09/2024

Thank you for sharing the letter, and we truly understand your frustration. We're deeply sorry that our ceasing of operations has caused any inconvenience. This has been a very difficult decision for us, and we greatly appreciate all of our customers' support throughout the years.

Please rest assured that any remaining term of your subscription will be fully refunded, as outlined in our communication. If you have any concerns or further queries, we’re here to help. Feel free to reach out directly, and we'll do our best to assist during this transition.

Kind Regards,
Safer Pet

Resposta da SP

16/08/2024

Thank you for sharing your experience! We're thrilled to hear that Saferpet trackers have provided peace of mind during your walks with your cocker spaniels. It's wonderful to know that our customer service has met your expectations. We appreciate your recommendation and are always here to assist you. Happy walking!

Kind Regards,
SaferPet

Resposta da SP

8/07/2024

Thank you for your feedback! We're thrilled to hear that our support team could assist you promptly and effectively, especially given your area's challenges with mobile reception and internet connectivity. We appreciate your continued trust in SaferPet for tracking needs and are always here to help.

Kind Regards,
SaferPet

Resposta da SP

Actualizada a 12/07/2024

Good Evening,

I believe this matter is being handled internally, and I have escalated your email accordingly. We are happy to respond once a resolution has been reached.

Edit - The team has tried calling you a couple of times but has had no response so have followed up on your complaint via email.

Thank you for taking the time to share your feedback. We deeply regret hearing about your dissatisfaction with our services and the distress this has caused you.

First and foremost, we want to emphasise that we take all feedback very seriously and are committed to addressing any issues promptly and fairly. We strive to provide high-quality products and exceptional customer service, with the safety and well-being of pets as our top priority.

We aim to offer reassurance and peace of mind to pet owners through our products, and we are proud of the work we do to support this mission.

We understand that there have been challenges, and we tried to offer troubleshooting advice to you on Monday, 22nd January 2024, but unfortunately, we did not receive a response. Nonetheless, we have now cancelled your subscription, and you will not incur any further charges.

If there is anything more we can do to address your concerns, please do not hesitate to reach out to us directly. We are here to assist you.

Thank you for your understanding and patience.

Kind Regards,
SaferPet

Resposta da SP

25/06/2024

Thank you for your continued support and for bringing this to our attention. We sincerely apologise for the delay in our response. We assure you that we are still in business and will address your query today.

Thank you for your patience.

Kind Regards,
SaferPet

Resposta da SP

21/06/2024

Thank you for taking the time to share your feedback. We’re genuinely sorry to hear about your experience and we take your concerns very seriously.
We understand the frustration you’ve experienced with the tracker’s performance in areas with weak signal. Our trackers rely on cellular networks to provide real-time updates, which can indeed be challenging in remote or heavily wooded areas.

Regarding the map functionality, we are actively seeking ways to improve the user interface and make it more intuitive and useful for tracking your dog’s location in relation to your own. Your feedback is invaluable in helping us identify areas for improvement.

We sincerely apologise if our communication regarding the contract payment came across as threatening. That was never our intention. Our aim is to ensure that all our customers fully understand the terms of their contracts, and we are committed to resolving any issues in a fair and transparent manner.

Please reach out to our customer service team so we can assist you further and find a satisfactory resolution.

Thank you for bringing these matters to our attention. We are dedicated to providing a better experience for all our customers.

Kind Regards,
SaferPet

Resposta da SP

12/06/2024

Thank you for sharing your feedback. We're truly sorry to hear about your experience with our product and service.

We understand your frustration with the issues you encountered. After you reported problems with the first tracker, we promptly provided a half-price replacement and followed up to see how it was working for you.

Unfortunately, we didn't receive a response and noticed that payments had stopped. We also sent multiple emails regarding the outstanding charges but did not receive a reply.

We have now received your payment and confirm that the subscription has been cancelled, with no further charges.

We appreciate your understanding and value your feedback as it helps us improve our service. If there's anything else we can do for you, please let us know.

Kind Regards,
Safer Pet

Resposta da SP

Actualizada a 12/06/2024

Thank you for your feedback. We're truly sorry to hear about your recent experience.

The letter you received was sent due to non-payment of your subscription, Our records indicate that we emailed you on January 27th and February 14th, sent your invoice on February 23rd, and followed up on April 30th. We are sorry if these emails were not received.

We have now received your payment and can confirm the subscription has been cancelled. There are no further charges.

Thank you for your understanding.

Kind Regards,

Safer Pet

Resposta da SP

21/05/2024

Hi Debbie we are sorry to hear this, the map of China showed up initially as the tracker needed some time on the first connection to locate.

Your tracker has shown 7-14 hour-long connections and was disconnecting due to a low signal area.

We apologise that we have not called you back promptly but can assure you that a full refund was issued to you yesterday.

Kind Regards,
Safer Pet

Resposta da SP

9/05/2024

Thank you so much for sharing your experience with us! We understand how important it is to have peace of mind when it comes to your furry friend's whereabouts, especially when they like to explore. We're thrilled to hear that our tracker has been such a valuable tool for you and that you found the replacement process smooth and cost-effective. Providing excellent customer support is one of our top priorities, so we're delighted to know that we could assist you with linking the new tracker to your app.

We truly appreciate your recommendation and thank you for choosing SaferPet!

Resposta da SP

25/03/2024

Thank you for bringing this to our attention and providing your feedback regarding your recent experience with our product and services. We sincerely apologise for any inconvenience or frustration caused by the issues you encountered.

We take customer satisfaction seriously, and it is disheartening to hear that you had difficulties with our subscription service and found the device unusable due to its dependence on GPS signals, especially in forested areas where your dog enjoys running.

Upon reaching out we did reply, offering a full refund but it seems you had not responded to our emails.

We have now cancelled the subscription and issued a full refund for you. Please allow 7-10 days for the refund to credited to your account.

Once again, we apologise for the inconvenience you experienced and appreciate your understanding. Your feedback is invaluable to us as we continually strive to enhance our products and services. If there is anything further we can do to assist you, please do not hesitate to contact us.

Kind Regards,
Safer Pet

Resposta da SP

Actualizada a 27/02/2024

We deeply regret the frustration you've encountered with our service. Customer satisfaction is our utmost priority, and we are committed to addressing your concerns promptly. Upon thorough examination of our records, we can confirm that we promptly dispatched a complimentary replacement device following your initial inquiry. Additionally, we included a prepaid envelope for the return of the original tracker.

EDIT since response - Please see the order tracking number: TK575313828GB This was delivered on 01-07-2023. I hope this clarifies matters for you.

Regarding the outstanding balance, pertains to the subscription linked to the new tracker we provided. We understand the importance of clear communication and efficient resolution, and we apologise for any confusion or inconvenience caused. Please feel free to contact our customer service team to discuss the outstanding balance further or to address any other concerns you may have. Thank you for bringing this matter to our attention. We appreciate your understanding and patience as we work to rectify the situation.

Kind Regards,
Safer Pet

Resposta da SP

15/02/2024

Thank you for sharing your feedback with us.

We sincerely apologise for the inconvenience you've experienced with the tracker and for the frustration it has caused. We truly value your satisfaction and aim to provide prompt and effective assistance.

Upon reviewing your case, it appears there may have been a misunderstanding regarding the SIM card provided. We dispatched a SIM card specifically programmed for the original tracker, but that tracker was damaged by your puppy. The SIMS sent out only work for specific trackers they cannot be used in any other tracking device. This is why it would not work in any new tracker.

In light of this, we would like to offer you a replacement tracker with a new SIM card installed to ensure proper functionality.

While we regret that we are unable to cancel the subscription due to the circumstances outlined in our email to you, we hope that resolving the issue with the tracker will help alleviate any further inconvenience.

Please let us know if you would like to proceed with the replacement tracker, and we'll expedite the process for you.

Kind regards,
Safer Pet

Resposta da SP

15/02/2024

Thank you for bringing this matter to our attention. We're sorry to hear about your experience. Upon reviewing our records, we couldn't find your name in our system. We take customer feedback seriously and want to investigate further to ensure a satisfactory resolution.

Could you please provide us with your contact information or any relevant details regarding your purchase so we can address your concerns? Your input is valuable to us, and we want to ensure we can assist you appropriately.

Thank you for your patience and cooperation.

Kind Regards,
Safer Pet

Resposta da SP

26/01/2024

Thank you for taking the time to share your feedback with us. We sincerely apologise for any inconvenience and frustration you experienced during your recent interaction with our service.

It appears there was a misunderstanding during the shipment of the replacement tracker, leading to the unintentional initiation of a second subscription on your part. We recognise the inconvenience this caused, and we genuinely regret any confusion or frustration it may have caused.

To rectify the situation, we have promptly canceled the unnecessary second subscription and taken steps to ensure that such miscommunications are minimised in the future.

If there is anything else we can do to make amends or address any further concerns you may have, please don't hesitate to contact our customer support team. We are committed to providing a seamless and positive experience for our customers, and your feedback helps us achieve that goal.

Kind Regards,

Safer Pet

Resposta da SP

26/01/2024

Thank you for bringing this matter to our attention once again, and we appreciate your ongoing engagement with us.

As mentioned in our previous response, the team offered you the option to sell the device and subscription. We reiterated that similar to any contract, cancellations are subject to certain terms and conditions, and it's not possible to terminate them midway without adhering to the stipulated procedures.

We acknowledge your disappointment, and we genuinely want to find a solution that satisfies your needs. Our commitment to customer satisfaction remains unwavering. If you have not already explored the offered alternatives or would like to discuss them further, please reach out to our team at your earliest convenience. We are more than willing to assist you in resolving this matter and ensuring your experience aligns with your expectations.

Thank you for your understanding.

Kind Regards,
Safer Pet

Resposta da SP

17/01/2024

Thank you for taking the time to share your experience with our GPS tracker.

We appreciate your feedback on the after-sales and support service, and we're pleased that you found it satisfactory. Ensuring customer satisfaction is our top priority, and we're committed to assisting whenever needed.

Regarding your mention of value for money being very good, we're thrilled you feel you've made a worthwhile investment in our product. Your satisfaction is a testament to our commitment to delivering reliable and cost-effective solutions for pet owners.

We also appreciate your insights into potential software improvements for the iOS version. Rest assured, your suggestions will be considered as we work on future updates to provide an even better user experience.

Thank you once again for choosing Safer Pet.

Kind regards,
Safer Pet