Leticia A.
A difficult experience, but excellent support from Callie
I had a complicated experience with my LARK M2 after one of the transmitters developed an issue. The replacement process ended up taking several weeks and involved a lot of troubleshooting, multiple videos and tests, delivery issues, and eventually receiving a black replacement transmitter even though my original kit was Ivory White. That said, I want to specifically recognise Callie from customer support. She stayed in contact with me, followed up on my case, involved the technical team, and ultimately helped me reach a solution. Once the replacement transmitter was successfully paired and tested, she also listened to my concerns about receiving a different colour and contacted her supervisors to arrange a 20% partial refund. She also confirmed in writing that the replacement transmitter remains fully covered under my original warranty, which was very important to me. The overall process was much more stressful and time-consuming than it should have been, so I can’t say the experience was perfect. However, I genuinely appreciate Callie’s assistance and the effort she made to resolve the situation fairly in the end. Thank you, Callie, for your help and patience. 🤍