- Report: #1493772
Complaint Review: Owlet Baby Care -
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Author Not Confirmed
Why?
Owlet Baby Care
United States
Web:
Owletcare.com
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Owlet Baby Care Owlet doesn't care about child safety
I purchased an Owlet baby monitor but when it came time to use the product, I learned that the app did not work and I was not able to use the product AT ALL. I received no notification that this was an ongoing issue. I contacted customer support and they said that they were working on an update (as in they knew it was a problem and didn't bother to tell me that I would be bringing my baby back to a broken baby monitor) that would be released, hopefully, in a few weeks and until then there was NOTHING they could do.
This is unacceptable when it comes to services provided for a normal child, but my newborn son has been released from NICU after a life saving surgery and "a few weeks" of being unable to monitor him is not an option. We are living in the middle of a pandemic and because of his surgery, my son is high risk for Covid so I'm completely isolated and am I'm not able to just run to the store and get a new camera. And due to the Coronavirus, shipments are significant delayed.
This is a HORRIBLE situation and Owlet refuses to take any responsibility and claims because I bought their product through a third party that they will not refund me the cost of the product or pay for the cost of the camera I needed to purchase to replace the broken one they are selling. I'm out hundreds of dollars and even more stressed as a new mom with a sick child than I need to be. Shame on you Owlet!
2 Updates & Rebuttals
Arden
CHICAGO,Illinois,
United States
Try reading again, thanks
#2Author of original report
Wed, April 08, 2020
Hi who are you? Do you work for the company?
The camera is not broken. The app provided by Owlet does not work. The company openly admits that they are responsible for the problem with the app and I have it in writing. They know it's an issue and are trying to fix it. I am not alone. If you check reviews of their product and go to their social media you will see tons of people saying they have the same problem WITH THE APP. The third party is not responsible for the app.
Do you just troll complaints you know nothing about?
Robert
Irvine,California,
United States
Why
#3Consumer Comment
Tue, April 07, 2020
Why are you not complaining about this "Third Party" you bought the camera through?
Was this bought through an "Authorized Reseller"? If not then companies rarely support these "Gray Market" purchases because there is no guarantee of how they got them.
You are blaming this company for not notifying you of some fix that will be weeks away. You didn't buy it from them, so how are they supposed to notify you? Again seems like a bigger issue is with the "Third Party".
Also, you say that their app doesn't work, but I didn't see other complaints saying that their app doesn't work, perhaps there may be a few but it doesn't seem to be a widespread issue. The only thing I did find was that back in January they retired their old apps, and put out a new app that they are requiring you to download. The biggest issue with that seems that you need to make sure your device is updated to the correct operating system.
https://support.owletcare.com/hc/en-us/articles/360033502912-Looking-for-the-Old-Owlet-App-Let-s-get-updated-
Perhaps this "Third Party" sold you an old or defective item?
Good Luck
