PETLIBRO

@shanecbUK We're sorry to hear this! Please send us a DM so we can help.

@SenpaiJay94 Totally hear you! If you’re running into specific issues with the app, feel free to DM us and let me know what’s going on. I’m happy to pass the feedback along to our software/dev team. We want to make sure the app is working well for everyone.

@petlibro can yall update the app

@ReallyAdriel The OP later shared the issue was linked to a power strip on the floor. The burn pattern matched an electrical arc from liquid contact. The fountain’s induction pump area showed no damage. We’re continuing safety testing and always recommend keeping cords elevated and dry.

@petlibro Is there a public blog post about this unit that caught on fire? facebook.com/share/p/18Rkkr… Supposedly they sent you an email about it. Is this an older unit? What caused the fire? Can this happen again?

@ReallyAdriel We reviewed the situation and the OP’s follow-up, and fire was caused by an electrical issue with a power strip/extension cord on the floor near the fountain, not the fountain itself. We’re continuing additional safety testing to ensure our products meet the highest standards.

@EnlilZet We're sorry to hear this! Have you reached out to our support team at help@petlibro.com? If so please send us your email address and we can escalate your request.

@petlibro please create a support ticket

@HAdams1978 We're sorry to hear this! Please send us a DM so we can help.

@petlibro why is your customer service so ridiculous??? I have a pump that stopped working...sent everything to get replacement and now im being told to take stupid pump apart??? I've had it less than 2 months!!! Why cant I just get a new pump for the fountain?

@techswreck I'm so sorry to hear this! Please send us a DM so we can help.

@petlibro do better by your customers. I have 2 water fountains, 4 polar feeders and 2 granary feeders. I'm having issues with all of them. My fur babies went hungry and entire day! Support has been 0 help. Asking everything under but providing a fix/replacement. DO BETTER!

@texanistan flagging our team!

@petlibro please remind your support that my ticket #495252 is aging badly.

@Evanesque @official_throne love to see this!🤍

My girls were gifted a @petlibro fountain off my @official_throne wishlist. I’m actually surprised Onyx instantly drank from it, she doesn’t do change as well as Garnyt. 😸 (Onyx in first pic, Garnyt in second pic)

@ittybittyBRii We're sorry to hear this! Please send us a DM so we can help.

Hi @petlibro I ordered dockstream replacement filters back in November, and I still haven’t received them. Plz help!

@m4ckl We're sorry to hear this! Please send us a DM so we can help - we are unable to message you

Hey @petlibro I’m coming real close to throwing your product in the garbage. I had the first water fountain my cat seemed to like it. Then I got the cordless one and my cat seemed to like it. Then for some reason, he didn’t like it so much so I put out the stainless steel bowl of water. He switched to the bowl of water. But I left the fountain just in case. Now we get endless notifications from you and you’re insulting me You say things like your cat hasn’t been drinking water in the past day you need to pay attention. As if I’m neglecting my cat and he’s dying a thirst. And then I have to deal with these endless notifications. So now I’m stuck with about $150 worth of your product and getting endless notifications that I’m not paying attention to my cat life. And then you sent me notifications that I have nothing to do with my cat but sales pictures to buy your other products. Rethink your business model.

@Ophelia3 Feel free to open your DMs and we can help send you some troubleshooting info🤍

@petlibro is the network down again? My polar feeder ( 2 days old) got disconnected and won’t reconnect. It’s on the 2.4 wifi, less than two feet from the router and I’ve reset both it and my router. It’s very frustrating as it’s been nonfunctional as long as we’ve had it

@Ophelia3 Hey! The server was down temporarily overnight, which may have affected device connectivity. The issue has been resolved and services are back to normal. Your device may need to be reconnected through the app to restore full functionality.

@LenaKev01 Hey! The server was down temporarily overnight, which may have affected device connectivity. The issue has been resolved and services are back to normal. Your device may need to be reconnected through the app to restore full functionality. DM us with any questions to help!

@petlibro is your server down?? All my feeders are blinking and won’t reconnect to wifi even after reset

Hey! The server was down temporarily overnight, which may have affected device connectivity. The issue has been resolved and services are back to normal. Your device may need to be reconnected through the app to restore full functionality. We’ve sent you a DM with steps to help get everything back up and running. Thanks so much for your patience!

@petlibro my one rfid feeders all are showing this and aren't working properly. I tried contacting support via the app when I couldn't re-pair and they're trying to blame my phone, my internet service, my internet router, and the distance my feeder is from the router.

@dragonst0ned noted! I will make sure to pass this on to our product team🤍

@petlibro you need to make an RFID feeder for wet food rn cus I gotta keep this tuna & veg stew away from my kitten so my senior cat with kidney disease can eat when she pleases. like combine the RFID and Polar feeders and you're golden!! PLEASE 😭😭

@lexstafford send us a DM! would love you resolve this for you

Ordered my @petlibro fountain 11/20 and it STILL has yet to arrive. The tracking they provided says USPS has yet to receive the item since 12/2… then they claimed they sent a new fountain since mine got lost & the tracking number they gave me was the exact same one as the other?

@janetj100 Please send us a DM!

@petlibro we love your products! Our cord didn’t last long though! Any replacement?

@utterer We're sorry to hear this! Please send us a DM so we can help.

@petlibro had high hopes for your Granary Wifi Feeder. However both the original order and my replacement unit were both DOA constant beeping and voice messages due to your capacitive touch button design. Just finished return paperwork and will go for something more reliable.

@JuniperMonst We're sorry to hear this! Please send us a DM so we can help.