I contacted Chillx customer support to notify them that my automatic cat litter box was no longer working, and unable for my cat to use, even as a normal litter box. I notified them that the box was used "residentially", as was stated in their warranty, and the team asked many individual questions rather than having me evaluate the potential issue in one go, making the entire resolution process take longer than necessary. The representative tried to offer me a reconditioned (refurbished) unit, after I had purchased a brand new Egg. By June 21st the representative said my option was to return the egg, at my cost. I informed them that was outrageous and I would not pay (as stated on their website) 60-170 additional $. In place of returning the egg, they send me a replacement motor. When replacing the motor (based on their instructional video), I discovered a design flaw. The wire that powers the motor and therefore the cleaning of the egg, was completely severed - by their own designed clamp (unable to be touched by me or my cat.) Since this egg is ~400 brand new, I would expect them to back their own product. Their warranty states you can "return the chillx" within 30 days for any reason, however their 12 month warranty states they will only send you a new egg if there is a "defect". If they design their own product poorly, there is absolutely no reason that the customer needs to shoulder that flaw. Their support team is embarrassingly brief and dismissive of customer concerns. there has been zero empathy displayed from the numerous representatives I have spoken to, and no admittance of fault, even when I showed (the very same) images of the wire being severed. their only answer, given the circumstances, was to send me another (likely defective) product.
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