Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The product we purchased has never worked. It started with a bad QR code which wasted several weeks of back and forth emails b/c they refused to see the issue was on their end. Once we got past that, it still didn't work and now it's too late to return it. We have wasted countless hours emailing back and forth with them to try to get it work - it won't. They "cannot" call us and walk us through it; they just keep sending the same useless instructions via email. We've disputed it with the credit card company but that hasn't helped. We just want to send this product THAT HAS NEVER WORKED back and get our money back.

  Business Response

  Date: 09/25/2023

  The customer already got the return on 9/13/2023. Here is the logs of the communication with our system

  
  ***************************
  
  Sep 13 10:00
  To:
  Firewalla
  Show more
  Thank you, I appreciate it. I withdrew the dispute and will close the BBB case as well.  We will send it back ASAP.  
  
  
  
  
  
  Customer Success
  Assign
  
  
  
  Sep 13 10:23
  
  Hi *******,
   
  I am so glad to hear that, thank you again for being willing to resolve things with us!
   
  Please feel free to share the tracking for the return, so we can closely monitor it as it makes its way back.
  
  
  Customer Success
  Assign
  
  
  
  Sep 18 17:38
  
  Hello there, we have received your return for order Firewalla-64129 and you have been refunded. You can expect to receive an email about it soon.
   
  Thanks for sending the item back!

• Initial Complaint

  Date:08/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Firewalla sells consumer-size firewall protection for home and small business networks. The device cost about 175 dollars and connects to the home network. A ** code on placed on the device is used to pair the device to your phone via a mobile application. That application allows you to monitor activity on your home network. During a recent app software update, my device became unpaired from the mobile application. Upon trying to re pair the device to the mobile app, I found that the ** code had faded and I could not reconnect the device. I contacted ******************** and was told that it could cost ***** generate ** code. This is about 1/3 the cost to replace the device itself. The idea that an engineer re-generating a code is going to cost the company 1/3 of the price to replace the device entirely is not realistic and borderlines on extortion, because the device is basically in operatable without the connection to the mobile app.

  Business Response

  Date: 08/31/2023

  Firewalla ** license code is unique to each ******************** Box. It is up to the customer to keep it in a good shape. In case if something happen to the ** code within the 1 year warranty period, Firewalla Support should be able to recover / or generate a new ** code at no cost to the customer. The customer can send ******************************* an email to open a case. If this happens outside of the warranty period, Firewalla support will charge a fee (labor cost) to search / recover or regenerate a new ** license code for the customer.