Dear All:

We would welcome your comments on Astak's Customer Service! If you have written to support@astak.com or made a phone call or needed information... we would like to hear from you.

Please have had a factual contact with Astak Customer Service. At least please rate on a scale of 1-5:

(1) Poor
(2) Fair
(3) Decent
(4) Very Good
(5) Exceptional and Excellent

How was their courtesy? Did they get back to you promptly? Did they get you an answer willingly? What was done wrong and what was done right?
How could we improve?:thanks:

I have not had to call or ask for service from the service department but it they are anything like you then there should not be any problems.

Chuck

Dear All:

We would welcome your comments on Astak's Customer Service! If you have written to support@astak.com or made a phone call or needed information... we would like to hear from you.

Please have had a factual contact with Astak Customer Service. At least please rate on a scale of 1-5:

(1) Poor
(2) Fair
(3) Decent
(4) Very Good
(5) Exceptional and Excellent

How was their courtesy? Did they get back to you promptly? Did they get you an answer willingly? What was done wrong and what was done right?
How could we improve?:thanks:

I did call when I got my 6" a couple of months ago and they rep was exceptional. It is one of the reasons I bought the Astek version of the 5"

From what I've seen here, your support has generally been excellent. However, were you able to straighten out things with the person who thought they had been shipped the wrong color?

MLH

I have sent a couple of emails requesting a freight price. 48 hours and still waiting thus far, and I'm not sure if this is a normal waiting period for emails responses or not. Can't comment too much yet.

Dear All:

Here is what we are trying to do:

We know that no matter what we do Amazon and Sony will dominate the market. We can never compete on name recognition. Where we feel we can excel is in both before-sales and after-sales service. Two advantages that a medium sized company has are:

1. They generally have less layers of bureaucracy and can listen better and make changes faster.
2. They can make their purchasers and end users and future-purchasers feel like the support level is exceptional.

In other words, we hope to have a reputation of assisting, listening, taking recommendations seriously, letting MobileRead Forum members have a voice in some choices, getting upgrades done quickly and often, and making ourselves "The Company That Listens".

Please remember that I am Business Development. I can and will spotlight problems to my TEAM... but I cannot tell you (as I do not know) if the wrong color mailed situation was fixed. I have not seen anything posted more... so I assume it was indeed.

My mails (asking for an order confirmation- didn't feel right just sending you a paypal payment and waiting) went unanswered, so I called. It took three calls over two days to get through (all operators busy). Eventually I got through, and got a tracking code. The code still doesn't show up in the usps system (But apparently it can take 3-4 days to appear, usps must be using pigeons to sync).

Personally, I have had many better experiences on ebay, but I understand you're launching a product.

All in all, I'd give you a 3.

USPS tracking is a joke, just think of it as something to do to pass the time until your package arrives.

FedEx is worse, because although the tracking is right on, well, at least you get to see the initial and last name of whoever signed for your mis-delivered package. No hurry to find it and get it re-directed to you either.

UPS (United Parcel Service) RULES!!!

(I send and receive lots of packages and, therefore, feel very strongly about shipping)

Now back to your regular scheduled thread.....

Anything I've ever tracked with the USPS never showed accurate info. I think the last package I had delivered that way didn't show delivered until a few days after I got the package. I do wish their tracking were better as that would definitely help out the postal system.

Robertb,

The one time I emailed for help, I received a response about four hours later.

Exceptional response in my opinion!

I called once and got a person right away. I'd had a problem confirming my shipping address and it was resolved. I emailed later, however, to double-check. The person who answered the phone had a very strong accent, and I wasn't sure she completely understood my question.

Also I am sort of obsessive about correct grammar and punctuation (ESL teacher) and was bothered by this disclaimer at the bottom of my email:

"If your package is being shipped to an address outside of the United States, your package was sent as a gift, and it will pass through international customs and may still be subject to additional delay and duties or taxes. "

Robert,
As you may have already seen in another thread, my pocket pro is currently a brick (locked up) and it has to be sent back (got a RMA).
I was very happy with the device until it stopped working. I was hoping that customer support would be able to fix it without me having to send it back, but they couldn't.
I have to pay for shipping back to Astak and doesn't make me very happy since I just got it the day before labor day weekend... and then I have to wait several days without my reading device and I have to go back to good ol' paper books.
I still need to see how the RMA process goes to give a veredict.

well i emailed a week ago regarding your international returns policy. ive still had no reply so after a few more days i think another company will be getting my custom.

well i emailed a week ago regarding your international returns policy. ive still had no reply so after a few more days i think another company will be getting my custom.

I too emailed both sales and support without response. Well I can thank the user wallcraft for pointing me in the right direction, http://robertbez.blogspot.com/2009/07/support-for-ez-reader-devices-outside.html gives a quick overview. Seems you pay for shipping to Astak and they ship it back to you. From what I am seeing Astak are responding to people who have purchased and pre-purchase enquiries are seeming to be ignored. Kind of sad.

Robert,
I have to pay for shipping back to Astak and doesn't make me very happy since I just got it the day before labor day weekend... and then I have to wait several days without my reading device and I have to go back to good ol' paper books.
I still need to see how the RMA process goes to give a veredict.

Pity you didn't have paint blemishes, would have been free freight for a return. Would be nice if units that are considered dead-on-arrival have their freight covered both ways. I can understand after 2+ weeks where user pays shipping back, but if it dies within the first couple of days it is a bit rough having to cough up the freight cost.

I too emailed both sales and support without response. Well I can thank the user wallcraft for pointing me in the right direction, http://robertbez.blogspot.com/2009/07/support-for-ez-reader-devices-outside.html gives a quick overview. Seems you pay for shipping to Astak and they ship it back to you. From what I am seeing Astak are responding to people who have purchased and pre-purchase enquiries are seeming to be ignored. Kind of sad.

yeah it is a bit bad considering they are going to lose custom because of it, i am in no way prepared to hand over my hard earned cash o a company that cant be bothered responding to a simple but important query.
thanks for the link btw

Support is fine Robert. I got my order confirmation right away -- but it could use some additional information (who it's from, what was ordered, etc). Got my tracking number a few hours later. When I decided to return the reader, I got my RMA number the next day.
Looking forward to seeing the credit show up on my CC statement.

Overall - 4

For various reasons I decided the PP wasn't a good fit for me. Amy and Ruby responded quickly to my emails and got me an RMA number without any fuss. Assuming getting my card credited back goes as smoothly I'd give my experience an 4. Although 3-4 weeks seems a little long to wait for a credit.

For various reasons I decided the PP wasn't a good fit for me. Amy and Ruby responded quickly to my emails and got me an RMA number without any fuss. Assuming getting my card credited back goes as smoothly I'd give my experience an 4. Although 3-4 weeks seems a little long to wait for a credit.

Brian was that one of the color version?

Brian was that one of the color version?

It was a Maroon one.

Robert,

I've only contacted your customer support once on a minor issue and the experience good. It was refreshing to get a response where it was obvious that the tech responding had actually read my e-mail.

I requested a replacement for my slate blue pocket pro this morning and received my RMA Number and UPS Shipping label via e-mail in less then 12 hours total.

That's good customer service in my book!

yeah it is a bit bad considering they are going to lose custom because of it, i am in no way prepared to hand over my hard earned cash o a company that cant be bothered responding to a simple but important query.
thanks for the link btw

Dear jojo81:

This is Robert B from Astak. Did we slip up? That is unacceptable and we will look into this. We pride ourselves on great customer service. IF we failed you then I am VERY humiliated and sorry.

We are going to check up on this! PLEASE leave me a private message with the details and what day and what time. It is NEVER a bother responding to anyone and this will NOT be left alone.

Dear All:

I am trying to keep the International Orders being filled. So far, the volume has not been great but the effort to do the shipping has been a lot.

We are really caught here. We may, soon, have to stop filling International Orders and that really does hurt me. Reality is that costs to Astak are high and it is SO hard to take care of warranty service. We did the international shipping NOT to make money on it but to please everyone.

The reality is that it is not working out very well. ALL orders already placed will be cheerfully filled... no worries there. Just please be aware that we are concerned about continuing International Order Fulfillment and may eventually have to stop.

Dear All:

I am trying to keep the International Orders being filled. So far, the volume has not been great but the effort to do the shipping has been a lot.

We are really caught here. We may, soon, have to stop filling International Orders and that really does hurt me. Reality is that costs to Astak are high and it is SO hard to take care of warranty service. We did the international shipping NOT to make money on it but to please everyone.

The reality is that it is not working out very well. ALL orders already placed will be cheerfully filled... no worries there. Just please be aware that we are concerned about continuing International Order Fulfillment and may eventually have to stop.

what are the problems with international orders?

Urg, thats hard to hear :( now im wondering if in the future i can buy from you (hopefully) the 9" reader that would come out next year (or that i need to import from 3rd party)

Anyway, good luck on that Robertb, i know taking international orders can be a pain in the ass

My mails (asking for an order confirmation- didn't feel right just sending you a paypal payment and waiting) went unanswered, so I called. It took three calls over two days to get through (all operators busy). Eventually I got through, and got a tracking code. The code still doesn't show up in the usps system (But apparently it can take 3-4 days to appear, usps must be using pigeons to sync).

Personally, I have had many better experiences on ebay, but I understand you're launching a product.

All in all, I'd give you a 3.

I had a similar yet very different experience. I ordered my EZReader Pro on the weekend and only got a confirmation from Paypal...nothing from Astak. As far as I knew, I was out money and had no confirmation that my order was received. I emailed them this morning and got a reply back within hours.

I was informed that my order was processed, got a tracking number and found out it shipped out yesterday. The sender apologized and informed me that their system currently does not currently allow them to send confirmation to Paypal purchases. They are working on fixing that though.

So far, I'm quite happy. I started off a bit concerned and ended up pleasantly surprised that it was already in transit. I give a 5 rating at this point.

what are the problems with international orders?
Have you ever filled out all the US Customs forms needed to ship a commercial product? PITA

Individuals shipping gifts usually have it asy.
And before you suggest it :) I had a friend and customs agent down under advise me to never falsify a customs document (gift, being a common one) as a business. If discovered, Every item you ship will get extra scrutiny...Forever :(
(I also got tips on how much can be shipped, where it is not worth their effort to collect :D duty)

Have you ever filled out all the US Customs forms needed to ship a commercial product? PITA

Individuals shipping gifts usually have it asy.
And before you suggest it :) I had a friend and customs agent down under advise me to never falsify a customs document (gift, being a common one) as a business. If discovered, Every item you ship will get extra scrutiny...Forever :(
(I also got tips on how much can be shipped, where it is not worth their effort to collect :D duty)

I am just asking in general what is the problem they are seeing.

Hmm, if i order from them a product, and i specify that they send it normal way (no gift or anything) and send by USP/FedEx, etc. while i paid everything, whast the problem then?

Have you ever filled out all the US Customs forms needed to ship a commercial product? PITA

Individuals shipping gifts usually have it asy.
And before you suggest it :) I had a friend and customs agent down under advise me to never falsify a customs document (gift, being a common one) as a business. If discovered, Every item you ship will get extra scrutiny...Forever :(
(I also got tips on how much can be shipped, where it is not worth their effort to collect :D duty)

I'm really surprised that if filling out US Customs forms was such a hassle that the US Customs would have developed some form of electronic form to use ie: import spreadsheet and auto-fill the appropriate number of forms...does mean they need to be checked but still quicker than filling each out individually.

I requested a replacement for my slate blue pocket pro this morning and received my RMA Number and UPS Shipping label via e-mail in less then 12 hours total.

That's good customer service in my book!

My experience was exactly the same today. I called, spoke with Amy, and she emailed the RMA and shipping label to me right away. I am replacing my Purple Pocket Pro due to the paint failure issue. (sob)

Dear All:

We would welcome your comments on Astak's Customer Service! If you have written to support@astak.com or made a phone call or needed information... we would like to hear from you.

Please have had a factual contact with Astak Customer Service. At least please rate on a scale of 1-5:

(1) Poor
(2) Fair
(3) Decent
(4) Very Good
(5) Exceptional and Excellent

How was their courtesy? Did they get back to you promptly? Did they get you an answer willingly? What was done wrong and what was done right?
How could we improve?:thanks:

____________

My experience is Poor to at best Fair:
I bought an Astak eReader and received it 7 day's ago --- with hairline cracks and a non working "charge" light ....
1. I have sent at least 3 email messages {two before delivery questioning shipping costs & once since receiving -- due to defects} and not received any response ... a very bad indicator of a "system that is not working" as it should.
2. I have left two phone messages and received one "call back" when I should have received two (2)
3. and I wait for input ... not a good sign of what "things are really like" ....
4. I have a "very loyal streak" to products & company's I think should be "good" --- Astak seems to look like they "have things together" but my experience is suggesting "otherwise" --- too bad.

808Tom

My PEZ just arrived here in Christchurch, New Zealand and I couldn't be happier with the service Astak has provided.

There was initially a mistake by PayPal that put two charges through (one with my shipping address, the other with my billing address). Only a few hours after I placed the order Judy contacted me wanting to confirm the correct address, and after realizing the mistake PayPal had made, a refund was issued WITHIN THE HOUR. The single order was shipped the same day and arrived 4 working days later.

In regards to Robert's comments about future international orders, my guess is that it has more to do with cost and warranty issues. The customs form was not that complicated, and apart from the sender and receiver addresses there were only 4 tick boxes and 4 value declarations to fill. What DID surprise me was that while Astak only charged US$40 for shipping, it actually cost them $45 (including insurance).

I would be very disappointed if Astak no longer ships internationally - based on the short time I've had to use the PocketPro and the great customer service - I would definitely be a return customer.

I am just asking in general what is the problem they are seeing.
My point was, it is not simply putting an address label and postage as it is for shipping within the States.

Custom rules for technology shipped from the States varies by country.

It is not a simple Xerox of the forms.
Each form has to have the Complete recipient info entered, commodity codes , usually done electronically.
Just be glad these are only a few hundred dollars. The more expensive the shipment, the more paperwork :rolleyes: .

What DID surprise me was that while Astak only charged US$40 for shipping, it actually cost them $45 (including insurance).

That might be one of the reasons they consider dropping international orders. They are losing money on the shipping.

@Robertb, Wouldn't mind a reply back about my international order still only got the paypal auto response and have emailed asking if the order is shipped still no response.
Paypal Transaction ID: 28G36148KM592392V

@Robertb, Wouldn't mind a reply back about my international order still only got the paypal auto response and have emailed asking if the order is shipped still no response.
Paypal Transaction ID: 28G36148KM592392V

I believe that RobertB is on the sales end of the machine. I paid by paypal and also did not get a notification. Try sending an email to support@astak.com with your name, address and other information. It worked for me.

I ordered it on the weekend and it got onto a plane headed to Canada at 1am this morning <rubs hands in glee>.

@Toeknee, That's the email addy I sent to ask about shipping:rolleyes:

I would try re-sending the email. The lady who responded to mine explained to me that their systems currently do not allow them to auto send notifications to Paypal purchasers. Just some of the growing pains that we all have to endure if we want to support the startup.

They responded to me within hours so maybe your email got lost in the shuffle.

maybe your email got lost in the shuffle.
mmm sounds a bit like the dog ate my homework excuse should I really have to email a company that wants my future business multiple times to answer a simple shipping question ? :o

mmm sounds a bit like the dog ate my homework excuse should I really have to email a company that wants my future business multiple times to answer a simple shipping question ? :o

Great point. I'm trying to get them to respond to my emails for three days now.

I did get one response saying Ruby would get back to me......

@Kennyc, Yes if their so busy they can't call you back for 3 days perhaps they should hire more staff, Nar that's a ludicrous thought, Why would a professional company do such a thing:rolleyes:

(5) Exceptional and Excellent

they were very helpful and even when we got stuck they looked into it for me

ur staff sre the best and really understand me and my partners needs and difficulties that come with the fact we are both disabled

thanks amy and the rest of astak for all your help and patients:2thumbsup

my one suggestion is have somew way to let the custusmer know when you hafve reseved the paypal requested money

Great point. I'm trying to get them to respond to my emails for three days now.

I did get one response saying Ruby would get back to me......

I did get a response after bugging them again, but it wasn't the one I wanted. :) at this point my PP is returned and am looking forward to a credit on my CC acount.

That might be one of the reasons they consider dropping international orders. They are losing money on the shipping.

The logical solution to that is to increase the shipping price.

The logical solution to that is to increase the shipping price.
Then it is up to the buyers if they want to pay the increased shipping.

I suppose with international orders any returns back to the buyer Astak have to pay, so I guess they lose money on each return, Although it still must cost a fair bit to ship within the USA ? Obviously not as much as international:chinscratch:
Still have yet to receive any sort of shipping conformation regarding my order from Astak, Even after my second email to support asking for info, I still don't know if my orders shipped or what:blink:

Ok so 4 emails later and still no reply :angry: I ordered my pocket pro 3 days ago and I still don't know if the orderer has even been processed:blink:
"How is our customer service to you?" Pretty bloody diabolical if Astak can't even take the time to reply to email.:sos:
I'll give them a few more days (and emails) and if I don't get a reply I'll start a paypal dispute under the unanswered email section:thumbsdow

Sounds like they need some sort of automatic notice once the order is placed.

Ok so 4 emails later and still no reply :angry: I ordered my pocket pro 3 days ago and I still don't know if the orderer has even been processed:blink:
"How is our customer service to you?" Pretty bloody diabolical if Astak can't even take the time to reply to email.:sos:
I'll give them a few more days (and emails) and if I don't get a reply I'll start a paypal dispute under the unanswered email section:thumbsdow


Yeah. I feel for you. The same experience here. I said it before, I think they are simply swamped with the orders and returns.

Like I said before, As with every company if your swamped and haven't even the time to answer emails it time to hire more staff, Being busy is no excuse in the cut throat world of business, If you get bad service people will go just else where, There are plenty of companies out there that take your money and offer good service:dots:

Ok so 4 emails later and still no reply :angry: I ordered my pocket pro 3 days ago and I still don't know if the orderer has even been processed:blink:
"How is our customer service to you?" Pretty bloody diabolical if Astak can't even take the time to reply to email.:sos:
I'll give them a few more days (and emails) and if I don't get a reply I'll start a paypal dispute under the unanswered email section:thumbsdow

Well for starters paypal I understand you have to wait 45 days. Second, my email went unanswered for 2 days, so I rang Astak. Within minutes I was put through to Ruby who verified my order, gave me a tracking number and said the PP was shipped the day before. Yes, email communication is a little slack from them and I do question that a little, but my experience with the phone support has been brilliant. Despite previous emails going unanswered I did take a chance by ordering from them, and this far I am not disappointed in doing so. Give them a call and see how you feel after that before starting a dispute.

Like I said before, As with every company if your swamped and haven't even the time to answer emails it time to hire more staff, Being busy is no excuse in the cut throat world of business, If you get bad service people will go just else where, There are plenty of companies out there that take your money and offer good service:dots:


Exactly. That's what all the temp employment agencies are about, eh?

@Solicitous, Why should I have to spend extra money on an international call when there's email ? I think 3 days is more then enough time to expect a reply regarding an order. All web companies I deal with give a auto response when receiving an order and one when the item has shipped, How can Astak have a web shop and still not have even this basic service is beyond me:mickey: It's not like I'm asking for the world:rolleyes:
@kennyc, So true;)

Sounds like they need some sort of automatic notice once the order is placed.

They do. I got a email this morning after you ordered one last night! :rofl:

Yesterday morning, I sent an email requesting an RMA for a switch. I received a reply to my email a few hours later with an RMA number and an address to send the unit to. Also, they asked what service I preferred. If it was UPS they would email a shipping label. I got the shipping label a few hours after replying.

I'll be sending my unit back today. I figure a few days to get there, a day or two to process, and a few days to get back.

Customer Service, for me at least, is top notch. I give them 5 of 5.

Finally go through to Astak regarding my order and got a tracking number, Although all the tracking number tells me is the date the package left the US, Ruby the woman that I spoke to told me they had sent me tracking details although I could find none in my email or at my SP email
interface:chinscratch:. I just hope it arrives working and no duty due:rolleyes:

Finally go through to Astak regarding my order and got a tracking number, Although all the tracking number tells me is the date the package left the US, Ruby the woman that I spoke to told me they had sent me tracking details although I could find none in my email or at my SP email
interface:chinscratch:. I just hope it arrives working and no duty due:rolleyes:

:thumbsup:

Like I said before, As with every company if your swamped and haven't even the time to answer emails it time to hire more staff, Being busy is no excuse in the cut throat world of business, If you get bad service people will go just else where, There are plenty of companies out there that take your money and offer good service:dots:

Dear Gargoyle:

Yes, we are busy... but, NO, you should not have to wait to be answered! Would you please phone: 1-866-368-8788!! OR... jot me a private message with your real name and shiiping address.

I am very sorry for the let-down in recent customer service. The main problem is we get flooded with people wanting updates after we have already shipped out. Then, there are 50-100 more people placing new orders that need shipping immediately. We do not mean to lack in contacting you back... we just need more people.

Call and get your answer immediately!

Dear Gargoyle:

Yes, we are busy... but, NO, you should not have to wait to be answered! Would you please phone: 1-866-368-8788!! OR... jot me a private message with your real name and shiiping address.

I am very sorry for the let-down in recent customer service. The main problem is we get flooded with people wanting updates after we have already shipped out. Then, there are 50-100 more people placing new orders that need shipping immediately. We do not mean to lack in contacting you back... we just need more people.

Call and get your answer immediately!


Well, I re-ordered on Saturday and specified over-night, have not received a shipping notice yet. I'll call tomorrow if I don't hear something (or heaven forbid have it delivered) by tomorrow.

well i private messaged you the other day regarding my query as you asked robert. any ideas as i would really like to order tonight if i can get a response

I suppose with international orders any returns back to the buyer Astak have to pay, so I guess they lose money on each return

Most definitely. I just RMA my unit, and they have advised me that they will refund the cost of the postage and ship a replacement unit for me.

Given the cost of the unit was US$199, they will have to pay close to US$70 for the unit to be shipped back to them and then shipped a replacement to me, I can honestly say that I am more than happy with the level of service and commitment by the company to stand by their product.:thumbsup:

My EZReader Pocket Pro was scheduled to arrive on a Friday, and while riding the train home from work that day I received an e-mail saying that Astak was aware of the issue with the peeling finish, and if I was having a problem I could return it at their cost. I arrived home to find the Pocket Pro sitting at my door, and when I opened it, there was indeed some peeling issues. I had waited so long for the reader that I debated keeping it anyway, but RobertB's comment about "we want you to have a perfect Pocket Pro" convinced me to send it back. I sent an e-mail that night and received an RMA number within an hour. (I live in southeastern Pennsylvania, so there is a 3-hour time difference.)

I played with the reader over the weekend a little. I have a vacation coming up next week, and knew I wanted to bring it along, so I called Astak to find out my options for expedited shipping to be sure I would receive the replacement in time for my trip. I was transferred to Amy, and I offered to pay for expedited shipping. We discussed shipping options; I decided on UPS 3-day and gave her my credit card number to be charged when shipped.

I returned the unit the next day (Tuesday) via USPS Priority Mail at my expense (about $12 with delivery confirmation/tracking and insurance). The unit was delivered to Astak on Thursday according to USPS tracking. On Friday, Amy called me (several times) and left a voice mail and also e-mailed me to tell me that they had received the unit and were ready to send a replacement; however, she had spoken to the warehouse and they were certain I would receive the unit in time for my trip even if I just used regular UPS, and then I wouldn't have to pay for shipping. If I contacted her by 4 p.m. Pacific time, she would have the replacement shipped out that night via UPS; if she didn't hear from me, they would ship it out via UPS 3-day on Monday and charge my card. I called her and said, yes please, ship it regular UPS.

Yesterday (Wednesday) the package was on my doorstep. :) And so far the finish is perfect! (I got a replacement for the Slate Blue.) Fingers and toes crossed in that department.

I have to say I was pretty impressed that Amy took note of my particular issue, including the date of my trip, and offered me, unsolicited, an option that saved me money and got the unit to me just as quickly. They could have shipped it out 3-day and charged me and I would have been none the wiser. Well played, Astak. :thanks:

P.S. I sent back the SD card, not knowing I was supposed to keep it, and there was another one in the box of the replacement unit. Not sure if that was accidental or on purpose, but thanks again.