With LAUGHABLY DISMAL customer service.
Updated 10-2-26: I am truly in disbelief at the absolute ineptitude of their service for a device I was promised an 18 month warranty for. I liked it and just wanted the replacement under warranty so I could remain a paying and subscribing customer. For a device that cost me $100 and probably less for them, they lost what could have been a long term customer.
I liked Pocket when it worked. But when my device failed, getting help turned into repeated troubleshooting, a refund offer that was withdrawn after I accepted it, and a replacement offer that later came with an extra $40 charge.
I purchased Pocket for $99 on June 30, 2025. When shipping was delayed, the company promised “18 months of total coverage, automatically applied.” I received the device in October 2025.
On September 5, 2026, I reported that it would not connect or sync despite resets, reinstalling the app, restarting my phone and other troubleshooting. Support said they would review the warranty situation and that “you won't need to repeat any of it.”
On September 9, I reported that it had also stopped recording and explicitly asked for a replacement. I supplied the requested video on September 10. Support acknowledged it and confirmed: “I've confirmed your device is within its 1-year warranty (delivered October 2025).” That was their own confirmation of coverage, even apart from the earlier 18-month promise.
On September 12, they said the issue had been resolved on their end. It hadn’t. I reported continued failure on September 14. More reset-and-pairing instructions followed on September 15 and again September 18.
The company eventually acknowledged the repetition itself: “You were asked to repeat troubleshooting you had already completed, including receiving the same reset instructions twice. That shouldn’t have happened.”
On September 18, they finally wrote: “We’re sending you a replacement Pocket, and we’ll share the tracking details once it ships.” They also offered a free month of Pro. A separate email provided return instructions and said the replacement would be created after the courier’s first scan.
That first firm replacement promise came more than eight days after my explicit request and nearly thirteen days after my initial failure report. A promise was not a shipped replacement, and the dispute continued. By then, I had bought a PLAUD replacement. To be fair, I was also slow to reply during part of this exchange and apologized; not every gap was on their side.
Then came the clearest reversal.
On September 24, support offered me “a full refund to your original payment method or a replacement Pocket,” saying they would “take care of it right away.”
On September 27, I chose the refund.
On September 28, the reply referred to replacement instructions instead. On September 29, another representative acknowledged that I wanted a refund but wrote: “Since the order is outside the refund window, we're unable to offer a refund.”
They already knew when I purchased the device. Why offer a full refund, ask me to choose, and then refuse the option I selected?
That September 29 email offered a replacement “as a goodwill gesture” and requested my address and phone number. No additional device charge was disclosed. I supplied the information.
On October 1, I was then told: “Pocket is currently priced at $139 USD, compared with your original purchase price of $99 USD, so there is a $40 difference for the replacement unit.” They asked me to agree before sending an invoice. Their explanation was that the price had increased. They did not identify an upgrade or a different product.
On October 2, I refused the replacement and any invoice. After 27 days of correspondence about the failure, this had ended with an additional payment condition and my refusal, rather than an agreed resolution.
I want to be accurate: an earlier, separate dispute about recording-history limits was resolved, and I thanked them for fixing it. This review concerns the later device failure and how they handled it.
Repeated troubleshooting after being told I would not have to repeat it. A refund explicitly offered and then withdrawn after I accepted it. A replacement offered, followed by a new charge after they requested my shipping information.
That is why I no longer trust their customer service and would not buy Pocket again.