ML S.
Pro: Customer Service / Con: Multiple tech glitches
We've been using Pinwheel for a year now. First, pros are an easy user interface for parents, and customer service reps who care and want to make things right. However, cons include tech glitches that require us to contact customer service far too often. Our main issues have been around texts. First issue is the phone not receiving random texts (after weeks of not figuring out how to resolve, Pinwheel gave us 3 free months which is a total plus). Second issue is that the phone has randomly stopped notifying the phone when texts are received - no icons on screen and no vibration/sound notification. Both issues have happened twice in a year. All 4 times, it took hours to go through Tier 1 and figure it that it wasn't our phone settings, etc., but needed to be escalated to the their tech team. The inability to get text notifications was never resolved. The first time it just randomly started working one day long after we reached out, but then it happened again and we are still not getting notifications. They have always been friendly and helpful, I wish every company had the customer service level of Pinwheel, but unfortunately their system glitches simply make it unusable at times.
Response from Pinwheel Kids PhonesDec 27, 2022
Hi there! First, I'd like to thank you for leaving us a detailed review of your experience with Pinwheel. I'm glad to hear our Customer Care team is able to take care of you to the best of their abilities. Now, I'm sorry to hear about the issues you've been facing in regards to the product itself. Rest assured, we're looking into what may have caused the issue for you and get things up and running stably in the long run. Again, don't hesitate to reach out or follow-up on your concerns with our support team, you know how to reach them!