Link My PetReviews of linkmypet.com

Response from Link My PetDec 16, 2022

Every one of our Customer Care agents has enjoyed working with you Phillip! We'd love to continue helping the Link system work as well as what you need it to and do have a second option for customers that don't have an available WiFi signal for connections. A team member is reaching out about our Link Puck, a battery operated bluetooth beacon designed just for situations like this.

Response from Link My PetMar 11, 2022

Hi Adrian, we really do apologize that you were gifted a device that was manufactured in 2017 and unable to be activated. When AT&T announced they were sunsetting the 3G cellular network that the original Link system operated off of, we pulled it from sale on our website and bought back all the remaining inventory we were able to. It was definitely not our new ownership team's choice to have to discontinue the product, but the SIM card inside those devices was only operable on that 3G network. Unfortunately, there were still several devices out there we were unable to acquire and one made its way to you. The Customer Care team was happy to offer you the new system at a discounted price--the offer that we provided all of the other current and former Link customers who used the system. And with the new Link our team had the foresight to include an E-SIM to make sure this system never reaches an end of life state because a cellular provider chose to discontinue their network service. Most importantly, though, the entire Link Pack here wishes you health and wellness as you continue your cancer treatments and recover from the other health issues mentioned. We understand how comforting our pets can be during trials such as these and are happy the two of you have each other.

Response from Link My PetNov 8, 2021

Hello MaryLee, You definitely had quite an experience and our entire team was happy to hear that Bernie made it out safely! However, I do want to clear up some information. What is most significant about your failed tracking session where Bernie was in danger, is that the Link battery had completely drained the day prior and not turned back on until two days after the incident. And even if you would have had the Link powered ON, you denied Location permissions for the Link My Pet app, which would have prevented our system from being allowed to transmit Bernie's locations to your phone. Unfortunately, without power or permissions there was no way for the Link device to respond. Our team reached out to you immediately after your initial contact with us and provided several different options, including the direct contact information of one of our agents to accommodate your schedule. When you completed the cancellation as per the agreements in your Terms of Service at activation, you were refunded 11 months out of your 12 month pre-paid contract since you had activated the device and used it for several days. Pre-paid Annual and Biennial Service Plans are always refundable for unused months. I would also like to clarify that you did not purchase the Link AKC system from us. You purchased the device on November 9, 2017 from Link AKC, but didn't activate it until last month. The Link AKC company was sold in 2019 to our current ownership team, Link My Pet. We've been sending you emails since the regarding the ownership change, the upgrades available to the system, the sunsetting of the AT&T 3G network and our new device. Regrettably, we didn't hear back from you until after this terrible event with Bernie. And while we can't go back in time, with Bernie's safety as our number one priority, our offer still stands to move forward with you and assist with upgrading to the new Link system--one with the flexibility and capabilities of giving you quick and accurate updates to where your pup is when you need it and the technology to support you and Bernie through your lifetime together.

Response from Link My PetMay 16, 2021

Thank you for reaching out here Diane. I hope you also received the voicemail message that was left for you earlier. And let me apologize if you misunderstood the email and I hope I can provide some additional clarification here. The account that you could verify with Aimee's email address was cancelled when you contacted us for the first time on May 12, 2021. Our service plan policy is available on our website and has always been an auto-renewing subscription, so that in an emergency situation the tracking feature would never be compromised because of an inadvertently overlooked billing period and designed with the safety of our customers' pets as a priority. For this same reason we would never cancel an account with the assumption that it wasn't going to be used again in the future. That subscription policy was agreed to upon activation, but I can understand how you might have been unaware since it was someone else that activated the account on your behalf. Unfortunately with her providing her email address, instead of yours, you wouldn't have directly received any correspondence from us. An email invitation was also sent to her email address to provide access to our billing portal to manage and view your subscriptions information, because we do want to have full transparency with our customers. But again, with the account set up under another name and email address, Aimee would have had to be the one to pass along the information. We reviewed your phone conversation with Maggie when you said that there were two charges that processed. The Biennial Service Plan for your Josie is the only plan that you could verify with a name and email address and was immediately cancelled and refunded for all eligible service plan time. Searching by your name and all other information that you provided to Maggie, she was unable to find any other plan that might be associated to you. In that phone conversation you said, "You know what, take care of the $168. I'm gonna call my daughter. If it's under hers, maybe she's done something" so our team started looking for a second account that might be active. And a second account was found with the same billing address and activated two days after the account that you verified. A quick internet search indicated you were related to the account holder of that Annual service plan, which is why we reached out to you to verify information for cancellation and refund of that account. We absolutely want to do everything we can to help you resolve the issue and our team is here to help whenever you are ready to work with us!

Response from Link My PetApr 16, 2021

Hi Paula! Our team absolutely apologizes that the Link experience was less than you expected. When you first purchased the system in 2017 we were unable to provide service to the system since you were living in Columbia and were excited to see you finally able to activate when you moved within the United States. Unfortunately, your system was operating on 3 year old technology and our tech team was unable to reach you through a series of emails to get the system updated. With using the original Firmware 1.1.11 you definitely wouldn't have had the coverage or functionality to provide your pup with the extra layer of security the system can provide. And without the Link ever being powered ON on the base station during your one day of use, our system was unable to automatically update the Link for you. Shannon was happy to finally be able to speak with you regarding your cancellation request to make sure the monthly service plan was finalized. Our Privacy Policy was not implemented to be a negative experience for our customers, but to instead to protect your privacy, especially in regards to the cellular service plan. And with the cancellation of your plan coming two weeks after the monthly billing period, without speaking with you the system had again auto-renewed for Tsuki's Link system. The cancellation and refund policies are always available for review on our website Help Center under the "Troubleshooting" section: https://www.linkmypet.com/help-center We thank you for giving the Link system a try and our tech team's offer still stands to provide you assistance in getting Tsuki's Link updated with the latest software. Otherwise, we wish you and your pup the best!