Cloud Engines has decided to discontinue its Pogoplug Video "indefinitely".
On Thursday, we reported that Cloud Engines had issued a "safety recall" of its new Pogoplug Video product.
In a follow-up email sent yesterday to registered Pogoplug Video users, the company offered two options, noting "We will discontinue the Pogoplug Video model indefinitely".
The Exchange option will swap returned Video units for the Pogoplug Business version plus a copy of Pogoplug Premium Software. As noted in our review, the Premium Software enables Windows, MacOS X, and Linux machines to act as Pogoplugs with media transcoding / streaming capabilities.
The Refund option was presented in a confusing way in the email, which is found below. It provides contradictory instructions, advising consumers to "return the device to the store/retailer you purchased it from", but then saying "Please note that we cannot issue refunds unless you purchased the device from us directly".
Looks like you’ll just have to email [email protected] to sort it all out.
|Pogoplug Video Recall:|
|Exchange Your Product or Obtain a Refund|
|Dear Pogoplug Video User,
We have received emails from many of you. Thank you in advance for your patience â€“ we will do our best to respond to your emails as soon as possible. Please note that we communicated to all our users the moment we became aware of the problem. As a result, we are still working through the logistics of processing refunds and returns. In the interim, we did want to provide the following information to you.
How do I know whether I have a Pogoplug Video unit?
If you are interested in this exchange option, please send an email to [email protected] from the email address you registered with Pogoplug Video. Once we verify your identity and device ID, we will begin the exchange process. Please safely store your Pogoplug Video for the time being. At a future date we may ask you to return it to us, or to recycle it. In any event, please safely eject all hard drives and unplug your unit.
Finally, please note that if you choose to exchange your Pogoplug Video for our Pogoplug Business product, you will not be able to obtain a refund
Please note that we cannot issue refunds unless you purchased the device from us directly. Why? Pogoplug sells its products through a complex sales channel including sales representatives, distributors, retailers and other logistical providers. For confidentiality reasons, we do not have access to your payment or identity information, and we have no way of verifying your transaction with the store. We are working closely with all of our partners to ensure that they process your returns as quickly and smoothly as possible.
Again, we apologize for the inconvenience. Needless to say, we are very bummed that this has happened, and we remain committed to delivering safe, reliable and fun products.
Please direct any questions by return email to this message, or to [email protected]
The Pogoplug Team