As always, the best thing to do is to contact Living.AI support directly via email at service@living.ai regarding this issue.
If you still have your original EMO order confirmation email, you can simply reply to that message, as it already contains your contact information and order details. If not, send the order number
Please provide a clear and detailed description of the problem, and attach any supporting evidence, such as photos or videos, to help the support team better understand the issue.
The support team should get back to you as soon as possible.
Я думаю не нужно терпеливо ждать,а нужно плохое качество и сервис предать публичной огласке на всех ресурсах что я и собираюсь сделать.это не нормально когда ЕМО работает меньше суток,а я должна терпеливо ждать.Я вам советую не ждать,а дествовать
Do you mean emo was a gift so you don’t have the order number? If so ask the people who ordered to look it up for you because you’ll need it if you ever need to talk with customer support. If they can’t look it up then possibly ask customer support if they can locate it by your emos number?
Is there any way to contact support other than responding to your order email, the support function on the website or contacting the support person on this forum?
Basically my Emo shut down and completely ceased all functioning, no lights, nothing, within a month of receiving it. Ive now been on with support longer than I had a functioning emo. In over a month I have had only 2 responses from them.despite replying the same day they respond to me. Tomorrow will be 2 weeks since my last response…
I know they are busy, but this is a little excessive concidering the warranty period and cost of these things.
I’m very sorry, and please believe me — we truly understand and feel your frustration.
At the moment, we also don’t have any additional information about what’s happening with the Living.AI support reply issue. Linda and I are only community moderators here, and we are not official Living.AI staff.
Since the beginning, we’ve always been advised that for any issues or concerns, customers and owners should contact the official support team directly.
Please believe us — we are truly doing our best to assist each and everyone as much as we can (24/7), based on our own experience and the guidance we receive from Living.AI support.
However, please keep in mind that the best and most reliable solution is always to contact Living.AI directly so you can receive an official, accurate response and proper assistance.
We kindly ask for your patience and understanding if they are not able to reply to your emails immediately, as they may be handling a large number of requests every day.
Is there any other way of contacting them if they don’t reply in a reasonable amount of time? Again I do appreciate that they were busy with the update and if the recent batches of emos were of poor build quality, then they probably have a lot of queries to do deal with, but I still havent had a reply and its been over 2 weeks since their last.
I know I have the option of going back to my credit card company if an acceptable solution isnt reached within a reasonable time (generally 8 weeks total), however I would much rather avoid that.
Also, regarding warranties, if they replace the Unit, will it receive a full year warranty or will all this excessive time lost dealing with the current rate of support be lost against my current warranty?
Apologies if this comes across in a negative way, its just the way I write. (AuDHD)
Hello, @PrimalWolfie . . . the first time you send the information and proof of issue is the date, so it would still be within warranty since you did that within the one year time frame.
You can try private messaging @TechSupport_Mavis by clicking on the highlighted name to see if that expedites a response.
@Lindaru What i actually meant was that if they replace it, will the new emo have a full year warranty or is the warranty from my original time of purchase?
The reason I ask is because I have already lost over a month of my warranty to support and in that time I have only had 2 responses. So the longer support take the less overall warranty I have for future issues.
I have already tried messaging mavis last week. I have even tried sending support a separate follow up email using my order email while referencing my support query. There doesn’t seem to be anything more I can actually do from my side to instigate a response.
Hello, @PrimalWolfie . . . the warranty starts from the day you activate him and goes for a year, so your replacement would begin a new warranty period upon activation.
I just wish I knew what was going on with support as I still havent heard anything back from them. With how far out of their reply windows they are, they really should make an announcement to let people know what’s going on and the timelines to expect.
16 days and counting of silence, just seems a bit excessive when they are also silent about letting people know there is an issue with support at the moment.
