Yep. It's been four, count 'em, FOUR weeks since I started asking Netronix about the procedure to get my EB-100 repaired or replaced. I've not received *ANY* word back from them, much less an RMA (Return Merchandise Authorization) number.

It's sad, really, because I *like* the EB-100. And I spent $365 to *buy* the EB-100 back in April! Which means I have not amortized the cost of it yet. I want it fixed and I'm not getting anywhere in attempting to do so.

I've even contacted Astak - seeing as how they're marketing a re-branded set of Netronix devices here in the US - to see if they could help me gain the attention of Netronix. It's been more than a week and I've not heard back from them either.

Sad to say, but even with the whole "we're taking the month of August off" that appears to be standard operating procedure for French companies, I think I'll be getting my damaged Cybook Gen3 fixed before I hear back from Netronix. Sigh. Whatever happened to the concept of customer service?

Derek Benner

Do you have a phone number for Netronix?

... "we're taking the month of August off" that appears to be standard operating procedure for French companies ....Sometimes "conges" is a four letter word.

Sometimes "conges" is a four letter word.

Is that French for "We're going on vacation and our customers can go get screwed."? If so, I can well understand the dissatisfaction some have felt towards certain (unnamed) companies. :)

However, Netronix does *NOT* have that excuse! They're based in Taiwan. And even if they are dedicated to replacing their S3C2410 devices for the newer S3C2440 devices such as the EB-600, it's my *SCREEN* which is broken. And I bought it NEW in April. That means they should have either one or two EB-100s to swap it with, a screen/screen-controller to replace my screen or they had better damn well swap me with an EB-600.

I coughed up $365 in good faith so I better damn well be treated as a valuable customer. I don't mind if they charge me a reasonable fee for repair/replacement, but to totally ignore me for over four weeks is *NOT* - by *any* definition - good customer service! :angry:

Derek

Is that French for "We're going on vacation and our customers can go get screwed."? If so, I can well understand the dissatisfaction some have felt towards certain (unnamed) companies. :)

However, Netronix does *NOT* have that excuse! They're based in Taiwan. And even if they are dedicated to replacing their S3C2410 devices for the newer S3C2440 devices such as the EB-600, it's my *SCREEN* which is broken. And I bought it NEW in April. That means they should have either one or two EB-100s to swap it with, a screen/screen-controller to replace my screen or they had better damn well swap me with an EB-600.

I coughed up $365 in good faith so I better damn well be treated as a valuable customer. I don't mind if they charge me a reasonable fee for repair/replacement, but to totally ignore me for over four weeks is *NOT* - by *any* definition - good customer service! :angry:

Derek

Google "Netronix' and you'll get their home page. Across the bottom, in very faint script, is their address and phone number. Have you tried that?

Is that French for "We're going on vacation and our customers can go get screwed."?Something like that, yeah. :tongue3:

Basically it's the term for the vacations that everyone takes in August, so you get to see the term a lot when you're looking for a market, laundry, pastry shop, etc. if you're in Paris in August. :shrug:

Google "Netronix' and you'll get their home page. Across the bottom, in very faint script, is their address and phone number. Have you tried that?


Been there. Tried that. Got no response. And they're not answering either personal email to specific contacts or email to their generic support address.

It is *very* frustrating.

Derek

Been there. Tried that. Got no response. And they're not answering either personal email to specific contacts or email to their generic support address.

It is *very* frustrating.

Derek

Okay, now I completely understand your frustration, and wonder how many possible new customers they've lost because of lack of service like this? Sad.:(

All I can recommend is never do business with a company who's only means of support is email. If they don't have a phone number which which you can speak to someone, they I would stay away.

Been there. Tried that. Got no response. And they're not answering either personal email to specific contacts or email to their generic support address.

It is *very* frustrating.

Derek

There was a fax number also...

But the web page does not indicate that they are selling to end users so why do you expect end user service?

From whom, exactly, did you buy the device? It sounds as though they might be the people to contact.

There was a fax number also...

But the web page does not indicate that they are selling to end users so why do you expect end user service?

Tompe,

I *bought* the unit when we were still considering expanding NAEB's product line. And that meant *buying* the sample *FROM* Netronix. Now perhaps in Europe it is considered responsible business management to sell a unit and expect no one to ask for service support if the unit breaks under *NORMAL* use, but not in the US.

And I must say that I am now glad I never decided to become a reseller of Netronix ebook readers. I'd have loathed being stuck providing support for a product with no back-end support/service from my supplier.

Derek

From whom, exactly, did you buy the device? It sounds as though they might be the people to contact.

Ummm... That would be Netronix. It is a Netronix EB-100 ebook reader, made by Netronix, *under* the Netronix name brand, purchased from Netronix, shipped to me *by* Netronix.

To whom should I place my request for service?

Further, the STAReBOOK, Cybook Gen3, Orsio B721, the Astak and the Explay are *all* based upon Netronix hardware - even if re-branded to other manufacturers such as Bookeen. Eventually, it all comes down to a Netronix design.

But then, I'm still attempting to get Bookeen to contact me about fixing a crashed-during-firmware-update Cybook Gen3 and I'm still waiting. Sigh. :(

Derek

I *bought* the unit when we were still considering expanding NAEB's product line. And that meant *buying* the sample *FROM* Netronix. Now perhaps in Europe it is considered responsible business management to sell a unit and expect no one to ask for service support if the unit breaks under *NORMAL* use, but not in the US.


If you buy a sample you are usually a company and then it is usually clear what level of service is offered since warranty and such things usually is not used when a company buy something. The expected level of service is regulated by the contract.

Samples you usually by cheaply or get for free so I would not expect the same level of service as in the case when I am a end user buying from a shop.

Derek did not get the sample for cheap or free. he did pay for it. And now Netronix won't support it.

If you buy a sample you are usually a company and then it is usually clear what level of service is offered since warranty and such things usually is not used when a company buy something. The expected level of service is regulated by the contract.

Samples you usually by cheaply or get for free so I would not expect the same level of service as in the case when I am a end user buying from a shop.

I paid *FULL* retail price for it. And it was *NOT* a pre-production model, but rather their (as of April 2008) current standard production device.

If you want to be argumentative, sure, be argumentative. But you should acknowledge that I *may* know enough about what I bought to realize that I deserve customer service.

Sheesh! I'd hate to buy a product from any company which picked nits as thoroughly as you're doing.

Derek

Derek did not get the sample for cheap or free. he did pay for it. And now Netronix won't support it.

I'm not going to say they *won't* support it, just that they've been remarkably slow in providing said service. :D

Derek

All I can recommend is never do business with a company who's only means of support is email. If they don't have a phone number which which you can speak to someone, they I would stay away.

That's fine for "domestic" purchases, but it's not so easy when buying internationally. For one thing, if you don't speak the language of the seller, it may not be so easy, and you certainly can't expect a seller in a different country to speak your language. How good is your Taiwanese?

I paid *FULL* retail price for it. And it was *NOT* a pre-production model, but rather their (as of April 2008) current standard production device.

If you want to be argumentative, sure, be argumentative. But you should acknowledge that I *may* know enough about what I bought to realize that I deserve customer service.


I could not find on the web page that they were retailers. I still do not know if they usually sells to end user or if they made an exception for you. I could not find anything on the web site indicating that they had end user service.

My point is that some companies only sell to other companies and then the level of service is not regulated in law but in the contract.

I could not find on the web page that they were retailers. I still do not know if they usually sells to end user or if they made an exception for you. I could not find anything on the web site indicating that they had end user service.

My point is that some companies only sell to other companies and then the level of service is not regulated in law but in the contract.


But no doubt you *did* find on their page where they list contacting "support" (albeit you must search through their pagemap to get to the actual "contact support" page), yes? That means they "expect" to support/service what they sell.

But let us go with your idea, that I must somehow "contact" a reseller/retailer for support of this device. The *ONLY* reseller/retailer who directly acknowledges their connection with Netronix and the Netronix ebook readers is Astak. Guess what? I've attempted to contact Robertb on MR about getting help from Astak in getting my EB-100 fixed/replaced/upgraded. No response yet. Hmmm...

Derek

That's fine for "domestic" purchases, but it's not so easy when buying internationally. For one thing, if you don't speak the language of the seller, it may not be so easy, and you certainly can't expect a seller in a different country to speak your language. How good is your Taiwanese?
But, if they sell to the USA/UK, then they have to have someone on staff who can speak English.

But, if they sell to the USA/UK, then they have to have someone on staff who can speak English.

Sorry, but I don't agree. I sell my software world-wide, but I only provide support in English. If someone in, say, Spain, buys my software, that doesn't imply that I can provide support for them in Spanish.