Monday, February 27, 2017

Whistle's PR Department Won't Talk To Me

Almost two months ago, Whistle announced their new GPS tracker, Whistle 3. As a Whistle 2 user, I immediately had questions. First, I tried their Facebook page. Many dog companies are happy to interact with their customers and fans through social media. I asked them my pile of questions, and the social media team responded the next day. They said they had forwarded my questions to their public relations department, and I could expect a response within a few days.

Border collie wearing Ruffwear Front Range harness in rain.Nothing.

I waited 2.5 weeks for a response and then messaged Whistle via Facebook again. They apologized and said they'd send along my info to the PR team again. 

Two weeks later, I contacted them yet again. I was told to email the press department directly with my questions. It's been two  weeks since I emailed press@whistle.com, and I have yet to receive a reply.

Their unwillingness or inability to answer basic questions about their new product makes it difficult to compare to both their existing product and to other options on the market.

The Questions

  1. Does Whistle 3 use 3G cellular networks? Does Whistle 2 use 3G cellular networks?
  2. Is there any incentive for Whistle 2 users to upgrade? (Pod claims to offer a discount for existing users wanting to upgrade.)
  3. Could an existing Whistle 2 subscription plan be transferred to the new device? If I purchased a 12-month subscription in December, would I have to buy a whole new plan for Whistle 3? Would my Whistle 2 plan be refunded?
  4. Does Whistle 3 offer a virtual leash or temperature monitoring? What features does it have that Whistle 2 doesn't?
Those just don't seem like tough questions to me. Either Whistle is lacking in the customer service department, or their PR people don't actually know enough about the product to answer. What do you think?

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