Complaint Review: Mutewatch

The company Mutewatch has clearly shown, poor customer service and portrays a business model that is only interested in making money whilst neglecting it's customers.

I had first contacted the company Mutewatch through email on 23/04/2014, regarding misplacing the charging cable to charge their device which is an electronic watch 'support@mutewatch.com'. I explained, that the watch has been used for over one year and has worked perfectly to silently wake me during the silent hours without disturbing my wife. I also explained, that the watch is now completely drained and is unusable without the charging cable. I made a simple request to order or ship out the charging cable for this device because this cannot be purchased seperately online or through their retailers. The price I paid for the watch was £200 and my first email was ignored.

I then made a comment on their facebook, mutewatch one week later and repeated what was said in the first email and politely asked for a replacement be purchased so I could continue using my watch. Mai-Li, who is the CEO/CO founder of Mutewatch, answered my comment on their facebook page and requested that I should send a email to their support group who can assist me. So I sent the second email to their support group. Again my second email was ignored.

Two weeks later, I had sent another comment on their facebook page confirming that my emails are being ignored and that it's been nearly one month and  still cannot use this product what was purchased for, to wake me up during the silent hours without disturbing my wife. She explained, that their business is focusing on the future and we can't support you in the same pace and you have to wait. Try asking our retailers for the cable.

I spent 3 weeks, emailing their retailers with most not replying or telling me to contact the company Mutewatch directly for a replacement. I then sent a third email to their customer support requesting a replacement cable for my watch to continue use. This again was ignored.

Finally, I sent Mai-Li another comment on their facebook page, explaining the retailers don't have the spare cable to send and I want to continue using this product but can't without the charging cable. She replied, try charging it through your laptop or iphone charger which I tried and didn't work. It had bent the usb connector in my laptop which now doesn't work anymore.

In the end, I had to make my own cable by cutting a iphone cable in two, seperating the wires and crimping a USB connector to the other USB end so I can continue using my watch to wake me up in the morning. It has been 3 months until I can use this product again and frankly I'm disgusted and fed up in how I was treated by Mutewatch. Their customer services, ignored all emails sent to them, I was given misleading and wrong information from their CEO, Mai-Li which resulted in the USB on my laptop broken and months chasing around, sending emails which were all ignored.

Again, this company has clearly shown, poor customer service and portrays a business model that is only interested in making money whilst neglecting it's customers.

My tip? Avoid them!