Defective Thumb Pad
I received the glove less than a month ago and the thumb tip appears to be splitting along the seam. Please help.
I have attached a picture for reference.
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IMG_0114.JPG
2.6 MB
IMG_0114.JPG
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2 Posted by Aaron on 27 Jan, 2012 03:42 PM
Yeah... Got mine as an X-mas present, and the thumb is also splitting... Not as bad as your picture shows, but sure it will be soon. Also been using it for under a month.... Having the problem of the device all of a sudden not being detected as well... Worked ok for about 3 weeks, then all of a sudden, device manager keeps making sounds like it's connecting and disconnecting... I had to unplug it so it would stop making the noise!!! Also posted on a discussion about that... Hoping to hear back from these guys soon..
Didn't figure something this expensive would have this many problems in under a month... :-/
3 Posted by Aaron on 20 Feb, 2012 04:35 AM
Sorry it's taken this long to reply with that picture.
Support Staff 4 Posted by Brent on 22 Feb, 2012 05:15 PM
Aaron,
Thanks for posting that, it's still under warranty, let's get a replacement sent out to you. Sorry that it tore so quickly :( If you have your order number it will help us expedite the replacement process. Another member of our support staff will take it from here.
We will also replace your pod as well to make sure everything is functioning properly.
Thanks for choosing the Peregrine!
Brent
The Peregrine Customer Care Team
Twitter | Facebook
5 Posted by Aaron Tallant on 06 Mar, 2012 05:04 PM
> From: ***@tenderapp.com
> To: ***@hotmail.com
> Date: Wed, 22 Feb 2012 12:14:57 -0500
> Subject: Re: Defective Thumb Pad [Hardware Technical Support]
>
> I have the order ID from Amazon.com - the place where gift was purchased for me: 104-5986166-9567417. Order might be under Laura Tallant (my mother). not sure on what else i must/can do... :-/ I want to get back to using this awesome glove for my gaming XD
Support Staff 6 Posted by Brent on 06 Mar, 2012 05:23 PM
Aaron,
If you purchased it from Amazon you will have to go through that vendor to get your warranty. (Unless it was through our Amazon account). Please confirm the name of the vendor you purchased through.
We want to get you back into using the awesome glove for your awesome games too! So please check who you ordered the glove from and we can see what we can do from there. One way or another we will get this fixed up and get you going again!
Brent
The Peregrine Customer Care Team
Twitter | Facebook
7 Posted by Aaron Tallant on 10 Mar, 2012 05:40 PM
amazon only has a 30 day return policy and their website isnt making it possible (at least to my knowledge) to return it. Thats why i am coming through you since you are the manufactuerer and offer the warranty protecting it from the problem's im having.. I hope the extended time it's taking to get this resolved doesn't push the product outside of warranty coverage period and you guys deny me a replacement as i had predicted might happen :-(.... The item was bought on dec 17th, and I received it as a late christmass preset and got it the first week of January when i returned home. I really appreciate your cooperation and patients with this issue.
> From: ***@tenderapp.com
> To: ***@hotmail.com
> Date: Tue, 6 Mar 2012 12:22:24 -0500
> Subject: Re: Defective Thumb Pad [Hardware Technical Support]
>
8 Posted by Aaron Tallant on 10 Mar, 2012 05:41 PM
> From: ***@tenderapp.com
> To: ***@hotmail.com
> Date: Tue, 6 Mar 2012 12:22:24 -0500
> Subject: Re: Defective Thumb Pad [Hardware Technical Support]
>
> Amazon only has a 30 day return policy and their website isnt making it possible (at least to my knowledge) to return it. Thats why i am coming through you since you are the manufactuerer and offer the warranty protecting it from the problem's im having.. I hope the extended time it's taking to get this resolved doesn't push the product outside of warranty coverage period and you guys deny me a replacement as i had predicted might happen :-(.... The item was bought on dec 17th, and I received it as a late christmass preset and got it the first week of January when i returned home. I really appreciate your cooperation and patients with this issue. (Sorry if a duplicate is sent)
Support Staff 9 Posted by Brent on 12 Mar, 2012 04:24 PM
Aaron,
I will circle back with our shipping and warranty people and get back to you. And you have a 6 month warranty on the glove and 1 year on the pod so you are well within your warranty period, fear not! :)
Let me talk a couple people and try to get this resolved. Thank you for your patience.
Brent
Support Staff 10 Posted by Brent on 12 Mar, 2012 08:03 PM
We have been unable to locate your order in our database, could there have been any other name it was ordered under, or an email address attached to the order? One way or another we will get this fixed. Once you respond we will check additional order info and if we still can't find you we will talk with the other Amazon vendor to sort out your warranty. Thanks Aaron!
11 Posted by Aaron Tallant on 12 Mar, 2012 08:23 PM
> From: ***@tenderapp.com
> To: ***@hotmail.com
> Date: Mon, 12 Mar 2012 16:01:39 -0400
> Subject: Re: Defective Thumb Pad [Hardware Technical Support]
>
> Well, the amazon order number is 104-5986166-9567417. The orderer was Laura Tallant. The email address she ordered it under is most likely ***@Gmail.com
I hope this information is helpful in obtaining resolution XD
Support Staff 12 Posted by Brent on 12 Mar, 2012 08:25 PM
Okay checking with that address, if we can't find it in our database I am pretty sure I know where to get it. We are on it! Be in touch soon.
Brent
Support Staff 13 Posted by Brent on 13 Mar, 2012 07:37 PM
Aaron,
From what we can see your glove was likely purchased through TGN. They will handle your return request as it was purchased through them. You can contact them at:
http://shop.tgn.tv/info/Contact_Us
Just give them your order number and other info and they should take it from there. Sorry for the inconvenience, I hope this resolves the issue, if it doesn't please let us know.
Brent
The Peregrine Customer Care Team
Twitter | Facebook
Brent closed this discussion on 13 Mar, 2012 07:37 PM.
Aaron Tallant re-opened this discussion on 14 Mar, 2012 10:23 PM
14 Posted by Aaron Tallant on 14 Mar, 2012 10:23 PM
> From: ***@tenderapp.com
> To: ***@hotmail.com
> Date: Tue, 13 Mar 2012 15:36:05 -0400
> Subject: Re: Defective Thumb Pad [Hardware Technical Support]
>
> She went to YOUR website and purchased your product, through your link. And you are telling me that not only do i have to try and contact one other company, but two? This seems a little ridiculous.You don't hand the selling or buying of your own product on your own website? My mother told me she wad redirected to amazon from yourwebsite, not a tgn website. Why can't you guys handle the return in house?....
Support Staff 15 Posted by Brent on 14 Mar, 2012 11:02 PM
Aaron,
My apologies, we didn't find your Amazon order the first time so I thought it must have been through TGN. We will check again and I will call the shipping center personally to make sure we find your order in the database, there must have been some mistake on our end --- if she bought it from our website through our Amazon link then it has to be there. We will locate it and process the return. The shipping center is closed now but I will contact them first thing in the morning to sort this out.
Thank you for your patience, we will get you up and running again soon.
Brent
Support Staff 16 Posted by Brent on 15 Mar, 2012 07:58 PM
Aaron,
Can you send me a copy of the purchase receipt? That would be very helpful. Thanks!
Brent
17 Posted by Aaron Tallant on 16 Mar, 2012 05:10 AM
> From: ***@tenderapp.com
> To: ***@hotmail.com
> Date: Thu, 15 Mar 2012 15:57:16 -0400
> Subject: Re: Defective Thumb Pad [Hardware Technical Support]
>
>The attached slip is all we received in the box with the Peregrine glove.... Why is this so difficult to take care of, I wonder? The money was taken in exchange for an item that is supposedly covered by a warranty against defects. The item is experiencing defects in manufacturing, and I am trying to replace said item through the company who actually manufacture the device in order to try and AVOID confusion and wasting of time... Instead, i am told to message two other retailers... Neither of which are warranty holders or manufacturers of said product. Please tell me this information helps....
18 Posted by Aaron Tallant on 16 Mar, 2012 06:18 AM
Ok, i am in correspondence with a member of the Amazon seller. Seeing how this goes...
> From: ***@tenderapp.com
> To: ***@hotmail.com
> Date: Thu, 15 Mar 2012 15:57:16 -0400
> Subject: Re: Defective Thumb Pad [Hardware Technical Support]
>
Support Staff 19 Posted by Brent on 16 Mar, 2012 03:38 PM
Ok great! Let us know if you run into any issues.
Brent closed this discussion on 16 Mar, 2012 03:38 PM.