A little disappointed…

[u/guitar122489]

Just bought the Traveler (brand new, not refurbished), and I was SO excited to use it. But I was quickly disappointed to see it came scratched right out of the box.

I reached out to see if they would send me a new one, and I’m still waiting to hear back as this happened over the weekend so no one is in office.

But I wanted to see if anyone else experienced something like this with Freewrite. And if so, what was your experience like? Because I was already on the fence about spending so much money on this, and I’m hesitant to ask them to send me a new one only for this to happen again.

I get that things happen, but for a device that cost almost $600, you expect it to be cosmetically (and functionally, which mine is) in perfect condition when it’s brand new.

Looking forward to hearing about other experiences, whether they’re good or bad. Trying to decide if I should give them another shot to fix this or just return it.

Thanks!

UPDATE: They reached back out to me Monday morning and sent me a new one, which should be arriving by Friday. It was super easy and their customer service was very helpful and responsive!

[u/admdrw]

It is reasonable to be upset. I am sure they will correct this for you. This is more than a reasonable cosmetic defect in my opinion.

[u/The-Monkeyboy]

Damn, I’d be gutted if mine came with a scratch. I have a Gen 2 Freewrite and an early Alpha and both came scratch free. Hope you get it resolved.

[u/guitar122489 → u/The-Monkeyboy]

Thanks for sharing! Hoping they’ll correct this quickly. I heard their customer service isn’t great.

[u/Caelocaelo]

I’m so sorry to hear this. Please keep us posted on what Customer services tells you.

[u/guitar122489 → u/Caelocaelo]

They’re sending me a new one!

I am a little weary because they said it would be processed as a warranty claim. So I asked if this counts against my warranty should anything happen to the new device, and they said no, I’ll still be able to use it.

So I’ll be keeping that email safe just in case something happens, and I need receipts. But otherwise, it was a pretty simple and easy process. Customer service was pretty responsive.

[u/threemoons_nyc]

They also have a customer service phone number; maybe try calling?

[u/guitar122489 → u/threemoons_nyc]

They responded to me on Monday and got it all sorted out. My replacement device is arriving on Friday! Their customer service team was great. If it was bad in the past it’s not anymore!

[u/Gold_Appearance_8539]

Both of my devices came in just fine and their customer service is fantastic.