pinwheel.com

Hi Chris. I looked into your case and wanted to provide some clarification: The damage on the device goes beyond a minor scratch and appears to be a crack near the receiver, which could very well be contributing to the signal issue you're experiencing. Because of this, we're unfortunately unable to accommodate a free replacement, as device condition is something we do take into account. That said, we don't want to leave you without options. If you're open to it, do reach out to our support team and we can look into what more affordable paths are available to get you back up and running. We also have our Back to School sale currently ongoing, which may help bring the cost down if that's something you'd like to explore.

Hi Dale, we're sorry to hear the Pinwheel Home didn't meet your expectations, and we apologize for the delay in getting it to you. The issues you're describing with the sound quality and construction are definitely not what we want for our customers. If you haven't yet, please don't hesitate to reach out to our support team to get things sorted out. We're hopeful that some of what you're experiencing may just be a setup issue we can work through together!

Hi Hugh, we're sorry to hear this caught you off guard. Annual subscriptions do renew automatically at the end of each billing cycle, the renewal date and cancel button are always visible in your Caregiver Portal. We'd encourage you to reach out to our support team directly so we can look into this and work toward the best resolution for you

We're sorry to hear about the experience with your Pinwheel Home and for the delay in getting your return sorted out. You're right that we've seen a significant influx of new users recently, and we sincerely apologize that your case hasn't gotten the attention it deserved. Since I'm unable to locate your case with the name on this review, could you please send us a new email referencing your previous ticket number so we can track it down quickly? And just to put your mind at ease, our return window is 30 days from receipt, so you are still well within the window to get this resolved; of course we don't want the delay on our end to eat into that time. We want to get this resolved for you well before then!

Hello there! We're sorry to hear about your experience, and we completely understand the frustration, especially with the cancellation process taking longer than it should. What you've described is not how our system normally operates, and we're sorry that wasn't resolved when you first brought it up. On the cancellation, we can close your account without requiring you to log in as long as we're able to verify your account fully. Since we aren't able to pull your details from this platform, please do follow up with our support team directly if you haven't heard back yet and we'll get this wrapped up for you.

Hi Silas, thank you for taking the time to detail everything you're experiencing. We can see how disruptive this has been, especially relying on the phone for work. A few things worth knowing that may help: The Permission Controller notifications are tied to the GPS monitoring function of the device. Our support team can help get those turned off if they're becoming overwhelming. The G64 is one of our more basic models, designed primarily for everyday kids' use. For heavier use cases like navigation, messaging apps, and multiple active apps running simultaneously, it may be worth looking into an upgrade. On the performance side, occasional restarts help the device clear out memory, and making sure there's enough storage space is important for running apps and installing updates smoothly. Staying connected to WiFi regularly also ensures the device stays up to date, which can clear up a number of the issues you're describing. We'd encourage your parents to reach out to our support team directly. There may be some troubleshooting steps we haven't tried yet, and if the phone genuinely isn't the right fit for your needs, we'd love to help find a better option.

Hello Andy, we hear you, and we get that these restrictions can feel limiting. Pinwheel is designed with parental oversight in mind, so a lot of what you're describing is intentional to keep the experience safe and focused. As for Pinwheel GPT, we appreciate the honest feedback and will make sure it gets to the right team. We'd encourage chatting with your parents about adjusting settings as you get older!

Hi, Patrick! We're sorry to hear you've had trouble getting through to us. We've been experiencing a higher than usual volume of inquiries following our recent product launch, which has impacted our response times. We completely understand how frustrating that must be, especially when you're trying to get a new device up and running. If you haven't already, please try reaching us through our live chat on the website, as that may be the fastest way to get connected with our team. We'd love the chance to help get your Pinwheel Home set up before moving forward with a refund.

Hi Julian, we're sorry to hear your daughter's experience hasn't been a smooth one. The issues you're describing aren't normal, and we'd love the chance to help get things sorted out. If our email/sms line is not meeting your response time needs, we do have live chat on the website. You can also email us to schedule a call, or just call us directly! Please don't hesitate to reach out and we'll work through this with you.

Hi there, we understand the return and refund process took longer than expected, and we appreciate your patience through it. We do our best to process returns as smoothly and quickly as possible, though the timeline can vary depending on how the process is followed on both ends. While we do our best to process refunds in a timely manner, it sounds like your case may have slipped through the cracks, and that's on us. If your refund has not come through yet, please don't hesitate to reach out to our support team directly and we'll make it a priority to get this resolved for you as quickly as possible!

Hi, Elizabeth. We're sorry to hear about your experience, and we understand the resolution process took longer than it should have. The extended back-and-forth was largely due to the age of the device requiring additional review as it is past our usual returns policy. We're glad a refund was able to be provided in the end, and we appreciate you sharing your feedback with us.