Poor customer service and warranty
Here is the timeline of my interactions: April 13: Initial follow-up after submitting an online request. April 14: Asked to send photos that had already been submitted. April 15: Requested photos again; resent them. April 16: Told to plug the item in; replied that I already had and that it was clearly defective. April 17: Received an automated “we’re working on it” response. April 21: Sent a follow-up. April 22: Received another automated response; replied that I was dissatisfied with the lack of progress. April 23: Told a replacement cable would arrive in 7–15 days. April 24: Received a customer service satisfaction survey before the issue was resolved. May 31: Followed up after waiting well beyond the promised timeframe. June 1: Amanda responded that someone had quit and she was now handling my case. June 8: Received tracking information. June 20: Replacement cable delivered. June 30: Reported that the replacement did not fix the issue and requested a refund. July 2: Received another generic “we’re working on it” response. July 7: Sent another follow-up email and called customer service. I was told Aurora does not accept phone calls and no direct contact information could be provided. July 8: Sending yet another request for assistance. This product was an expensive Christmas gift for my daughter, and it only functioned properly for a couple of months before failing. I purchased it because of the advertised warranty and the positive reviews. Unfortunately, my experience has been the exact opposite of what was promised.