ComplaintsforMatterport

• Initial Complaint

  04/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Matterport sells a tripod and rotator to use when taking photos, and the prepaid package comes with a year of service. I got the package, but the activation for the service is not working. I have been trying to work with them for days. All I have to show for it is lots of calls, emails, messages, and people telling me it's not their job, but they will find someone... Days and hours of effort later I still don't have a valid code. I have suggested another code, or even just credit my account the $120 value of the card. They have refused to do anything other than send more emails and messages about how they will find someone to help...

  Business response

  06/29/2022

  Business Response /* (1000, 5, 2022/05/04) */ It is true that our Cart system had an issue with existing accounts being able to use the special discount code, but our agents worked with the customer and the engineering team diligently, updating the customer on workarounds to try with the goal of getting the account set up properly with the discount code. The transaction was successful and the support case has been closed due to a resolution having been found and confirmed by the customer.

• Initial Complaint

  12/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  So I purchased a fairly expensive Camera from Matterport, all in all I'd say the product was worth the money, good quality, amazing picture quality etc, All of a sudden I have what some may consider a dangerous issue with the camera and it started to smoke and get very hot to the touch, seemingly caught fire inside, however I saw no flames to be fair. So it was under warranty, and they took it back to be repaired or replaced, they even paid for shipping and provided me a pre paid label. I send it back and it seems like they were "Stalling" but I figured all in all it will work out, then I get a message saying they refuse to repair, replace or even send MY damaged one back (so basically stealing) because the package (and they showed a picture of this) shows it was refunded a couple times and now its no longer the box I sent it in its old envelope!!!! this is PURE warranty fraud!!!!!!!!!!!!! I just want my camera replaced, this company is a pure scam and, simply closes the case and does not care ********************************************************?*********************************************************************************************************XXXXXrXXXXXXXXXX&Agre*************************************************** please check tracking as UPS shows weight AND thats its a package not what Matterport is "showing"

  Business response

  01/25/2022

  Business Response /* (1000, 5, 2022/01/10) */ This person's camera was multiple years out of warranty, but as it was an unusual circumstance, we agreed to receive the camera back as "under warranty" to see what happened. We provided a shipping label. The email address they have written to us is not in our customer base. The photo of the camera they sent us looks undamaged, especially of the type of damage claimed (attached the image they sent us). And instead of receiving the camera, we were sent a small empty envelope which could not have contained the camera. We are willing to work out an exchange as long as we first receive the damaged camera and determine the cause was an issue on the manufacturer side.

• Initial Complaint

  06/28/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On June 16th I was sent an email stating Matterports Terms & Conditions were updated May 1 & by continuing to use their services we agreed to the updates. The updated Terms & Conditions stated "" you give Matterport an unrestricted, irrevocable, perpetual, transferable, sublicensable, worldwide, royalty-free license to use, reproduce, display, publicly perform, transmit and distribute any such material you submit, without any payment or accounting to you or others. In addition, you waive any so-called "moral rights" in such material "" I emailed them right away and said I/my business did NOT agree to these terms and I asked how do I permanently delete our digital property so they can't take it. They replied to my email on June 17 that "Our legal counsel will endeavor to respond to you promptly. " and I have heard nothing since then. I just sent them another email asking when they would reply. This is digital theft. We pay $106.92 a month for then to host. last paid 06/02/2021

  Business response

  07/21/2021

  Business Response /* (1000, 5, 2021/07/01) */ The customer is confusing our Terms of Use with our Cloud Subscription Agreement (CSA). The Terms of Use refers to the use of our website (Matterport.com), and anything uploaded to it, as defined in the beginning of the document. Everything to do with the use of the spaces they create is covered by the CSA. The CSA is something that is agreed to when one subscribes to one of our plans. If one reads the CSA document, they will note that it is referring to all of the content that they create and use, such as space processing and hosting. The customer has been provided with this clarification of the two documents.

*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. ↩