We have ceased all future product development, including bug fixes.We have furloughed 100% of our remaining staff.In one email, it lauds the fact that the company shuttered its brick and mortar offices as a result of COVID-19: Once the pandemic hit, Petnet apparently saw its exit, and is now informing its customers that the end is nigh. The last time any message was posted to that account, in July 2019, Tier One indicated that it exclusively supported Petnet products and had not yet expanded to customer support for any other smart home device.”Ĭool. Its only external communication is a Twitter account with 16 followers.
Tier One bills itself as “simplified customer support to help meet your Smart Home needs,” but it appears to have almost no online presence outside of the link sent to Petnet device owners. “Users looking for support received messages directing them to a third-party site called Tier One Success. Customers who complained were now being shoveled to a third party contractor with 16 followers on Twitter which, like the company that employed it, didn’t appear capable of offering any help: Customers say emails and phone calls weren’t returned (or wound up undeliverable), and the company simply refused to answer annoyed customer inquiries on Twitter or Facebook.įast forward to late March and April and PetNet customers once again complained to outlets like Ars Technica that the company’s products didn’t work and its customer support was still nowhere to be found.
When customers reached out to the company to complain, they hit a complete and total brick wall in terms of functioning customer service.
Back in February, $130 “smart” pet feeders from a company named PetNet simply stopped working.