Disappointing support from Mobvoi

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clavicus99
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Disappointing support from Mobvoi

Post by clavicus99 » Tue Feb 20, 2018 11:07 pm

I love the Ticwatch2 but I find the after-sales and support very immature.,especially when compared to bigger players.

When submitting a support ticket or sending an email, we wait days for a response, often getting nothing at all. What kind of support is that exactly?

Requesting a password reset takes 24+ hours for the email to be sent,which is ridiculous.

The mobile interface/App just doesn't feel very grown-up or fully complete.

As I say, I love the watch but I still think it was too early to have bought one.

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Jagor
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Re: Disappointing support from Mobvoi

Post by Jagor » Sun Mar 04, 2018 9:45 am

Totally agree. This is the right word - "immature"

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PariahComplex
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Re: Disappointing support from Mobvoi

Post by PariahComplex » Fri Mar 09, 2018 4:18 am

Agree, been a week no and no response to email or on forum, like the watch by kinda wish I went with a company that gave a shit

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BrianWolt
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Re: Disappointing support from Mobvoi

Post by BrianWolt » Fri Mar 09, 2018 1:51 pm

I need to start an RMA for an exchange on a watch that had a bad microphone. I am closely approaching my 30 day mark and I need them to respond to my emails. Can anything be done about this?

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HongYung
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Re: Disappointing support from Mobvoi

Post by HongYung » Fri Mar 09, 2018 2:57 pm

Yeah, I have the feeling of buying those cheap knock-off stuff from china, you got a piece of hardware with an installed software. And you don't ever expect any support or update of the software running on that cheap knock-offs....

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pip233
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Re: Disappointing support from Mobvoi

Post by pip233 » Fri Mar 09, 2018 5:33 pm

Also i'm very disappointed in Mobvoi. My story won't be read be many people included the mobvoi staff, because it is long, but i write it anyway.

The first product i bought was the ticwatch 2. I find it a beautiful watch and i think it still is. When it arrived i was happy with it. In the few months i got very many updates for the ticwear os. So i thought the support and after product care is great. The firmware started with 4.10 and ended after a few months with 4.14 beta. But that was the end. More difficult is that the ticwear apps never updated. Also some apps that work on a android wear 2.0 watch could also be installed on the ticwatch 2 but won't work, because it isn't a android wear watch with google play service installed. So on this moment the ticwatch 2 is useless and i wear my huawei watch again. The watch wasn't expensive, but when not in use it is.

The second product that i bought, but more and more i think that maybe that wasn't a smart choice, was the tichome mini. Even if it was more expensive then the google home mini i found it a beautiful product and also liked that it is being portable. I bought it 17 oktober, but it took a few months to arrive where every time it was another excuse from mobvoi that it took so long. It arrived on 14 december. When connected everything went fine, but it lacked some features like broadcasting. In the meantime it never received a update. More then a month ago google changed something so that you can set a alarm waking up with music. The alarm on the tichome mini got broken on that moment saying:" Your alarm is set on --:--. Sorry, there seems to be a glitch, try again after a few seconds."
But after more then a month it is still broken and it is the same thing i hear when i ask it to play a nature sound even that is still working.

The company started good, but now it good much problems with aftercare for there products and buyers. Logistic and after support for there products is bad. When you buy a innovating product like a smartwatch and especially a smart speaker it is important you keep it updating. Else i'm afraid i end up with a bricked and useless smartwatch or smartspeaker.

If the policy at there company about aftercare won't change this will be the last product i have bought and i won't recommend it to nobody. It is hard, but they need to care more for the costumers or it will be the end. I know they are small compared to company's like google, but the will lose buyers this way. they had great reviews for the ticwatch 2 and tichome, but if this stay words will get out and people will stay off there products.

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DLondeen
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Re: Disappointing support from Mobvoi

Post by DLondeen » Sat Mar 10, 2018 2:04 am

I would like to request a response from Mobvoi concerning Ticwatch S support. Do these posts actually receive attention and review? It would be a positive gesture to post a response.
Thank you,
David from USA

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HongYung
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Re: Disappointing support from Mobvoi

Post by HongYung » Sat Mar 10, 2018 10:57 am

My friends and family are quit interested with my watch in terms of the design, the screen and the tickle feature. They didn't know about this "ticwatch" name or "mobvoi". However I told them this company started with a kickstart project... and before really buying there is always a "but" here.
I told them the software is poorly supported due to the small company and immediately you can see their face expression saying that "ouu, maybe it is another cheap china watch here..."
You can see they normally stopped continue with the conversation the moment they know that the software is not support in a good manner and you know for people who using smart devices, they know how important a software is compare to the hardware.

The device is not smart if the software is not smart enough to make use of its given hardware resources and sensors...

Perhaps my decision was wrong.. they just have a blink of cash from this ticwatch stuff to continue with the next product or other plan ?
I just got this feeling like we were abandoned like a fool.

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Jamie
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Re: Disappointing support from Mobvoi

Post by Jamie » Mon Mar 12, 2018 3:22 am

DLondeen wrote:
Sat Mar 10, 2018 2:04 am
I would like to request a response from Mobvoi concerning Ticwatch S support. Do these posts actually receive attention and review? It would be a positive gesture to post a response.
Thank you,
David from USA
Hi David,

For all support related issues, feel free to email support@mobvoi.com or start a live support chat with our friendly staff on our official mobvoi website.

Jamie

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Jamie
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Re: Disappointing support from Mobvoi

Post by Jamie » Mon Mar 12, 2018 3:30 am

HongYung wrote:
Sat Mar 10, 2018 10:57 am
My friends and family are quit interested with my watch in terms of the design, the screen and the tickle feature. They didn't know about this "ticwatch" name or "mobvoi". However I told them this company started with a kickstart project... and before really buying there is always a "but" here.
I told them the software is poorly supported due to the small company and immediately you can see their face expression saying that "ouu, maybe it is another cheap china watch here..."
You can see they normally stopped continue with the conversation the moment they know that the software is not support in a good manner and you know for people who using smart devices, they know how important a software is compare to the hardware.

The device is not smart if the software is not smart enough to make use of its given hardware resources and sensors...

Perhaps my decision was wrong.. they just have a blink of cash from this ticwatch stuff to continue with the next product or other plan ?
I just got this feeling like we were abandoned like a fool.
Hi HongYung,

Sorry to hear about your disappointment with support. Are there any specific issues you are having with your Ticwatch?

Jamie

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