Richard E.
Defective product
I had no issues with the purchase and shipping but the product itself did not work. I was able to get responses to my email questions but it was the machine that did not work properly. I returned it, explaining the problem with the machine. I was not happy with the customer service at this point. They didn't seem concerned that I asked to return and that the machine seemed defective. They said they would check the machine but you would think they would offer to send me a new machine once I returned the defective one but there was no attempt to resolve the issue other than refund my purchase price. It was unfortunate because I was really looking forward to using it.
Response from EyeQueAug 21, 2020
Dear Richard, Thank you for your feedback, we appreciate any and all types of feedback we receive as it helps us improve not only our product, but our process. We have reviewed the tickets for the issues that you sent in about the buttons and based on your responses, it was assumed that you just wanted a refund and not an exchange. Our agent did address your issue with overlapping the lines and using the 3rd touch sensor to change the angle. We do understand that the touch sensors can be a bit frustrating, but it does require that someone lay the pad of their finger on the button for 3 seconds instead of pushing down on the sensor like you would a button. The agent did go back and forth on the tickets with you trying to help with the sensor issue. Once you requested the refund, the agent did comply with your request. If you had wanted an exchange instead, we would have more than happily done an exchange for you. We do apologize if it was assumed that you wanted to just do a return and we'll take that into account for further requests.