janie
I first purchased a solar wave in 2022
I first purchased a solar wave in 2022 It lasted for about 20 applications ( uses) The company eventually sent me a new one ., i was appreciative. This one worked for only 3-5 times , the charger failed. Emailed - no answer again and again over 6 mths eventually received an answer to at i was out of warranty (so too bad ) waste of my precious time & money Thank you for your reply , shane it does not reflect what the true facts were. Like many of purchasers the complaint of time taken to reply , can , in my case cause the warranty period to expire. One would wonder if this is deliberate. But still you don’t addrsss the FAULTY products first the wand then the charger people expect to get quality products that last more than a few months of use once per wk.
Response from Solawave Inc.Jul 16, 2025
Hi Janie. We’re sorry your experience didn’t reflect the level of care we strive to provide. Since your purchase in November 2022, we’ve supported you through multiple issues—offering an exclusive discount for that original purchase, troubleshooting device concerns, and issuing replacements, including a complimentary upgrade to our newest Wand model after the warranty had already expired. Most of these steps our team took were an exception to our standard policies to ensure your satisfaction. In April 2025, we responded the same day to your latest message, though an automated reply later caused some confusion, which we’ve since addressed internally. Unfortunately, we didn’t hear back from you, and the inquiry was closed. When you reached out again in June, we noted you had been emailing a different company not affiliated with Solawave, but we again responded the same day after the message was forwarded to us. While we’re unable to process a replacement over two years beyond the warranty period, we’ve remained committed to responding quickly and supporting you with multiple exceptions along the way. Follow up: Again we are sorry for your experience. We would love to review the communications with you and our team will reach out to you directly to provide a detailed account. All of our incoming and outgoing messages are dated and timestamped. We sent the last replacement to you in December 2023 - the new model wand version, sent as an exception after your warranty had already expired in November 2023 from your 2022 purchase. We followed up to ensure you received it, which you confirmed, and the next message we received from you was in April 2025. Additionally we would like to note that any request made within the warranty period is honored even if follow ups go beyond that date. Your message regarding your last replacement was sent to us already outside the warranty period but we made an exception in order to support you. If you have sent other messages between that time we would greatly appreciate the opportunity to review them as they are not logged in our system. We didn't receive a response from our last message in April until June, which was the forwarded message where we noticed you had been emailing a different company about your Solawave order. Our records with the dates and timestamps show that there has not been any delay in our response times to any of the messages we have received from you. Please know we are more than happy to continue troubleshooting with you in case our team missed any steps or tips, and please look for an email from our support team.