Key facts
- Petlibro experienced a service outage due to a cache issue.
- Users reported that scheduled pet feeder routines did not function during the outage.
- Petlibro claims it communicated the outage via emails and social media updates.
- Some users accused Petlibro of "gaslighting" and poor customer service.
- The company is investigating reports of failed scheduled routines.
Petlibro is facing accusations of "gaslighting" its users following a recent outage of its smart pet feeders. The company stated that a cache issue caused the service disruption, which was subsequently resolved. However, multiple users reported that their devices did not perform scheduled feedings while offline, contradicting Petlibro's claims that its products are designed to operate independently of the app.
During and after the outage, some customers claimed they were not adequately informed about the technical difficulties, leading to accusations of "atrocious customer service." Petlibro stated that it sent five emails to active customers and posted four updates on Reddit and Instagram, in addition to creating a status update page. Despite these communications, users expressed frustration over the perceived downplaying of the incident's severity and the conflicting information regarding the functionality of the feeders during the outage.