"Helpful Customer Service"

When my 13 year old son received his first phone- a Pinwheel phone- he was so exited, not to mention shocked that he even was being given his own phone. Of course he managed to bust his phone not long after we received it so I reached out to Pinwheel’s customer support and they were quick to respond and very helpful to help us get a replacement phone sent out right away.

"Chen was incredible and so sweet and…"

Chen was incredible and so sweet and fast and super helpful!

"The customer support was really helpful."

The customer support was really helpful.

"Cannot control your child's browsing experience"

My wife and I wanted to be able to control what our children were accessing. It didn't work, and they still found their way to explicit content.

"this shit is so ass💀"

My 13 year old twins have pinwheel phones, and they hate it. I thought it would be a good idea for me and my husband to watch what our kids were doing. Instead, we had no control over their browsing and they were exposed to hundreds of child predators and explicit content

"Chen B is always kind and helpful in…"

Chen B is always kind and helpful in working through issues.

"Love PinWheel & Their Customer Service"

Chen was so helpful with everything I was needing, and very kind too! Received my order very quickly, and everything worked out perfectly. Highly recommend PinWheel- great phones and great employees ☺️

"Chen went above and beyond to help me."

Chen went above and beyond to help me.

"We have Pinwheel phones for our 12 & 14…"

We have Pinwheel phones for our 12 & 14 yr olds. Love being able to hand them something knowing it will be used for safe communication and not lead them into things that are not made for kids/teens. Most things have been easy to navigate - when I've had questions, customer service has been very helpful!

"Great concept, too buggy and support isn't equipped to do 2nd tier support"

This is SUCH a great concept - a phone that doesn't allow your kids to get onto social media and browsers, right? I researched for months and finally landed on Pinwheel. We made the the purchase in the summer and then it all went downhill.

First the tracking was off and showed it was delayed. We got that 'resolved.' Then it wouldn't boot up correctly and we talked with support yet again. My daughter's password got locked. After another TWO HOUR call to support, we were up and running.

Then the apps wouldn't work right. If your child has a Google account that's managed by a family, you'll have to get another one. Some apps never did work right (FitBit) so we just gave up. Finally, after several calls to support, the phone worked.

Then it wouldn't charge anymore. Of course, we have a tween so it was dropped. First support said to make a claim. The insurance denied the claim because it was in the warranty period. And now, the first offer to refund us was decreased to 1/3 of what we paid for it 4 months ago.

While the support staff are kind, they're not equipped to quickly handle issues that are above level one (i.e., an unhappy technically savvy customer is making waves, just escalate this to make it right) - this doesn't seem to happen.

We've been unable to use our phone for weeks. We've gone back and forth with support, we're not able to speak with them timely, we can't get this issue escalated to a leader in the US, etc. We've owned our child's phone for 3+ months and then it wouldn't charge. And at this news, we've been blamed for the problem (has to be because it's been dropped) and the most we can get in return is a reimbursement at 1/3 of the cost we paid for it. It's truly unbelievable. Gabby (support staff) is likely doing what she's been told to do and why this hasn't been escalated to someone above her is beyond my understanding. I think we've talked to everyone on the support team in the months we've had the phone - no other electronic device in our home has cause us this much mental energy to operate and troubleshoot. My disappointment is so vast considering the careful time I spent researching this child friendly device only to get painfully long support back and forth emails when something isn't working. No doubt overseas support is more affordable and it can't be the only way that customers are assisted. The nonsensical, circular reasoning of how clients are treated must be evident to someone in leadership, right?