Update by user Jul 16, 2019
Update Info: After i send them by post mail the malfunction watch.....I had to pay for this service......This Matrix Industries send me a different model of watch than the one I bought originally... A cheaper and older model !...
I wrote them immediately telling them how is possible such a mistake !?..... They said send us back this watch and we will send you the right watch .... So, again I have to go to post office pay again and send them back that watch ......After here in my country I received a letter from FedEx that I have to go to airport and pay them an amount for taxes !!! unbelievable!!
So I wrote to FedEx send this box back to them because after all this problems I have been through I will not pay even more money for this watch .....I wish they give me my money back ... because I don’t want to use nothing made by that company....
How can I get my money back into my Visa card ?.... Thanks for keep me in contact
Original review posted by user Jun 16, 2019
We have an issue here ...First I bought this PowerWatch X...and after I payed to sent it back to you for a complete review... You told me: after reviewed in your tech department that this watch I bought from Matrix Industries it was detected to be a defective watch from bad construction. ...You said by this email the only option is to send me a new PowerWatch X same the one I bought same the one I sent to Your office.... And now I receive from Matrix Industries a cheap different watch ???..... Big mistake !! Here in these email are many pictures of my watch I sent back you you: Image This is my PowerWatch X with malfunctioning Image AND YOU JUST SENT ME ANOTHER WACHT A DIFFERENT CHEAPER AND UGLY MODEL: here pictures: Image Image Image I am waiting a fast response from you. Dusan BC. From: Jack (Matrix) Sent: Monday, June 3, 2019 01:53 To: Dušan BC Subject: [Matrix ] Re: Customer Service ##- Please type your reply above this line -## Your request (43150) has been updated. To add additional comments, reply to this email. Jack (Matrix ) Jun 2, 10:53 PM PDT Hi Dusan, Thank you for your confirmation. At the moment we unfortunately do not offer any upgrade/exchange options from PowerWatch 1 to PowerWatch 2. We will proceed to send you a new watch to your provided address. Regards. Jack | Customer support MATRIX PowerWatch | www.matrixindustries.com Dušan BC May 31, 8:01 AM PDT I THINK THE NEW POWERWATCH 2 IS BETTER BUILD.....TO DO NOT HAVE ANY MORE PROBLEMS WITH OLD MODEL I BOUGHT...... I CAN PAY YOU THE DIFFERENCE FOR THE NEW ONE if you agree: $399 US dollars -$279 = $120 dollar to pay for the new model. 14-day return policy Minimum 1 year warranty Be ready for your next challenge. MATRIX PowerWatch 2 features a pedometer, heart monitor, GPS, sleep tracker and third party app integration. Dual solar/thermoelectric charge offers limitless potential. Shipping starts in next June2019 +$30 for shipping to rest of world (VAT not included). KEY FEATURES Dual solar/thermoelectric-powered battery Integration with third party apps and platforms Heart monitor GPS tracker Full color LCD display Calorie counter Pedometer Sleep tracker Market-leading water resistance (200m) Aircraft-grade aluminum casing, sapphire glass face Customizable strap Dusan BC. Dušan BC May 30, 10:26 PM PDT SEND ME A NEW WATCH THEN. In this email is ALL the information. IF YOU SCROLL DOWN ....YOU WILL SEE PICTURES OF MY PURCHASE. I do not have more time to email you every day. PLEASE SEND ME A NEW WATCH. NOT A REPAIR ONE. JUST WONDERING WHAT WILL HAPPEN IF THIS WATCH YOU WILL SEND ME IS A DEFECTIVE ONE or IF SHOWS MALFUNCTIONING AGAIN ?...... Your full name: DUSAN PABLO BARTULIN CORTESE - Your Address (base on below form): Country/Territory: CHILE Address Line 1: SAN JOSE DE LA SIERRA 93 Address Line 2: DEPTO 720-A Postal Zip Code: 759**** City: SANTIAGO Phone number: +569******** Date of Purchase: 15 February 2019 via AMAZON Order#: 114-245****-531**** Payment: VISA ending in 6013 Price: $279 dollars Jack (Matrix ) May 30, 7:09 PM PDT Hi Dusan, Thank you for your response. We do apologize but the 14 days refund period is already stated in our website: https://www.powerwatch.com/pages/f-a-q, thus we could not offer to do so in this case. We could only apply the warranty policy, to repair or replace it for you. Also, may I ask if you have purchase it on our website: powerwatch.com? I have tried to search with your email but could not find any order. Regards, Jack | Customer support MATRIX PowerWatch | www.matrixindustries.com Dušan BC May 28, 8:32 PM PDT Hello Jack ! ...Well, not glad to hear that Matrix Industries a new company on the Watch market gives only a 14 days refund period of time.....I use this watch 7 to 8 times till it stop working ...So , i use it less than the 14 days your company is giving.....And as you wrote me after reviewed in your tech department that this watch I bought from Matrix Industries it was detected to be a defective watch from bad construction. And you are asking me after all the process I have to passed Investing my private time writing you, explaining you , packing it again and sending it back to your company.....How we will have to proceed ?.....I think i was pretty clear that i want a refund. The watch was detected by you to be a defective watch....What else I will want from Matrix Industries than a refund ?...nothing else Hope you will understand me well. Best Regards, Dusan BC. Jack (Matrix ) May 28, 8:03 PM PDT Hi Dusan, Thank you for your response. In case your watch was purchased on Mid February, it is unfortunately no longer available for refund, as it has already passed the 14 days refund period of ours. With that being said, we can only proceed with the warranty, to send you the replacement watch. If that is okay for you, please kindly confirm so we could proceed. Regards, Jack | Customer support MATRIX PowerWatch | www.matrixindustries.com Dušan BC May 27, 7:42 PM PDT Thanks for the answer !! It was first time i bought a watch for a brand totally unknown for me....I guess I just had bad luck to buy one with a defect as you mention me here after you could review it. Since i bought it on mid February I use it few times only. And i decided on my own to pay the expenses of sending back this watch to Matrix Industries. Therefore, I would like to have a Refund: Your full name: DUSAN PABLO BARTULIN CORTESE - Your Address (base on below form): Country/Territory: CHILE Address Line 1: SAN JOSE DE LA SIERRA 93 Address Line 2: DEPTO 720-A Postal Zip Code: 759**** City: SANTIAGO Phone number: +569******** Date of Purchase: 15 February 2019 via AMAZON Order#: 114-245****-531**** Payment: VISA ending in 6013 Price: $279 dollars Best Regards, Dusan BC. Jack (Matrix ) May 27, 6:24 PM PDT Hi Dusan, The watch of yours has been detected to be a defective watch, we will proceed to replace it for you. Thus, we do ask that you could provide once again all the below information so we could ship it: - Your full name: - Your Address (base on below form): Country/Territory: Address Line 1: Address Line 2: Postal Zip Code: City: Phone number: Furthermore, kindly provide the order detail (order number, platform, email address) so we could check if the refund is still applicable on your case. Thank you, Jack | Customer support MATRIX PowerWatch | www.matrixindustries.com Dušan BC May 22, 9:55 PM PDT Dušan BC May 22, 9:50 PM PDT Dear Matrix Customer Service, ...All my information is already sent by myself . And in the package you received is my address also. First , You have to explain me why a new watch I bought from your company stop working at all. Second, after known the results of what kind of malfunction had... I will decide if I want it back or not. Third, if I decided to get it back and instead I will like to have a total refund of it. I have several watches on my own... one similar I have is a Suunto Observer I bought years ago still working and never failed.... We will be in touch, Regards, Dušan BC. Jack (Matrix ) May 22, 7:16 PM PDT Hi Dusan, We have already received your watch, and now will proceed further with it. However, we do need you to provide us with the below information: - Your full name: - Your Address (base on below form): Country/Territory: Address Line 1: Address Line 2: Postal Zip Code: City: Phone number: This will help us send the watch back to you after we finish the process. Thank you, Jack | Customer support MATRIX PowerWatch | www.matrixindustries.com Dušan BC May 10, 7:50 AM PDT Dear Matrix Team, ....Here I am attaching you in a pdf all the information clearly detailed about my case . Plus here below is the link with Post Office site to track my package RR52260****CL : https://www.correos.cl/SitePages/seguimiento/seguimiento.aspx?envio=RR52260****CL THANKS FOR BEING IN TOUCH, REGARDS, DUŠAN BC. Attachment(s) my PowerWatch_Request 43150.pdf Jack (Matrix ) May 10, 12:52 AM PDT Hi Dusan, Can you kindly provide the below information so we could track the shipment when it arrives? - Your full name (on the shipping label): - The order detail (Order number/email address/where you purchased it): Thank you, Jack | Customer support MATRIX PowerWatch | www.matrixindustries.com Dušan BC May 6, 11:00 PM PDT Dear Vanessa, I sent yesterday via Post Office a package containing my PowerWatch with akkk the data requested by Jack. ...I am attaching here a pdf with some information In contact, Regards, Dušan BC. Attachment(s) Matrix_PowerWatch Return.pdf Jack (Matrix ) May 6, 10:40 PM PDT Hi Dušan, Thank you for your response. We ask for the form for documenting purpose, thus would really appreciate it if you could fill that for us. We also need the address of yours so we could send the watch back as well. Otherwise, please continue sending the watch back here to the below address: Vanessa Jones Matrix Industries Suite number 1190 1455 Adams Dr Menlo Park CA 94025 USA +165******** Thank you, Jack | Customer support MATRIX PowerWatch | www.matrixindustries.com Dušan BC May 3, 10:02 AM PDT Dear Jack, For me will be not a problem to pay to send you back and very well packed my PowerWatch.... I really thank you for this option !! I just need to be sure about ur address.... Is this one correct: 1455 Adams Drive, Suite 1190, Menlo Park, CA 94025, US Phone: +1 (84*) 462-**** Please let me know... Regards, Dušan BC. Jack (Matrix ) May 3, 12:35 AM PDT Hi Dusan, Thank you for your response. Could you kindly fill in the form then send the form back to us? We will help you to create a shipping label, so you do not have to pay for the shipping fee while sending the watch back here? Regards, Jack | Customer support MATRIX PowerWatch | www.matrixindustries.com Dušan BC May 1, 11:44 PM PDT Image Image Image Hello Jack , Thanks for your prompt answer and immediately support.... I do take care very well of all my watches.... but unfortunately I do not know what happened to this new one.... I really like the design of it ....Since I bought it I used it around 12 times mainly in my home gym at the treadmill and I know also that you will have come with a newest version of mine called PowerWatch 2 starting to ship on June.... I like the version on pre-order at $399.00 .... I propose you once you will receive mine ...and after check what happened.... I could pay the difference for the new one.....but we will see.... In the next couple of days I will send you back the watch by post mail .... The only thing I do not have is the box.... but I have all the rest in almost intact conditions . In contact, Regards, Dušan BC. Jack (Matrix ) May 1, 6:48 PM PDT Hi Dušan, Thank you for your reply. In this case, I would like to proceed with the RMA process for you, where you send the watch back to us so we could study further. In order to do so, please fill in the attached document (yellow blanks) so we could create a prepaid return label and send it to you. The label will help you send the watch (with original box and accessories) back to us. Once we have received the package, we will proceed your case. If any questions need asking, feel free to let us know. Thank you, Jack | Customer support MATRIX PowerWatch | www.matrixindustries.com Attachment(s) RMA form.doc Dušan BC May 1, 9:52 AM PDT Dear Matrix Team, ....I was on a business trip I didn’t take my PowerWatch with me ... since I returned... I am not able to charge it... not using it on on my wrist neither using the charging base...., I am attaching you a video... please help me out to make it work again.... Regards, Dušan BC. Attachment(s) IMG_1723.MOV This email is a service from Matrix .