Bests & Worsts Reviews from Amazon

Unit arrived with issues. Received on Friday and spent several hours trying to get it to sync with iTunes. It issued a grease-like substance and ceased to be recognized by the computer. I read multiple reviews and watched unhelpful videos from the manufacturer to no avail. Hey, it's technology and blips sometimes happen, right? But, was very concerned when I found that WaterFi's website clearly states that they reserve the right to replace returns with a refurbished unit. I called on Monday, and an individual named Parker told me that he was sorry that I had issues with the unit. To resolve, he would send me an e-mail with return instructions, and that I should not be concerned about receiving a receiving a refurbished unit. I waited a week for the e-mail which never arrived. I had to follow up, but this time I did in writing through the WaterFi customer service e-mail. Incredibly disappointing exchange. I sent an e-mail first am stating that, after a week, I never received the return information e-mail. Seven hours later, I received a response. It was a canned response that did not acknowledge that they did not follow through on the original commitment to send me the return information. Instead, there was a broken link to a document that I was supposed to fill out. I had to send another e-mail which was returned specifying the information that I needed to provide in order to process the return. This is the interesting part. I was instructed to return the unit to them – “…wrapped… in bubble wrap and mailed back… with freight mail (most inexpensive).” So, seemingly at my expense. I replied back asking if I was interpreting this correctly. And he confirmed, 22 hours later, that, yes, it was at my expense, but that “it’s really light weight, though, so it shouldn't cost more than $1.60 or so.” What a deal! Only $1.60 out of my own pocket, plus the cost of a bubble wrap, bubble envelope or box, and the best part, the time going to and hanging out in line at the Post Office to return a brand new piece of equipment that was DOA. As having to pay for the return shipment was not preposterous enough, given their superior commitment to customer service, they thought that I would send a $150 piece of equipment via freight mail – without any tracking? I can only imagine how delightful those exchanges would be when the unit didn’t arrive. Well, I learned my lesson, don’t give the manufacturer the benefit of the doubt. In five minutes, I processed the return through Amazon (with a tracked UPS pickup scheduled at my house the next day, with no out of pocket cost to me) and ordered a new unit – FROM THEIR COMPETITIOR that arrived the next day. Thanks Prime! I informed WaterFi how disappointed I was in the process and the steps that I took to rectify the issue in a viable manner. I never heard back. Working on setting up my new unit from UnderWater Audio tonight. Will be certain to provide a review.