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OlegV · 12-17-2010, 10:34 AM

1. Thank you Daisy, Mike and whoever else was involved in this disaster. The unit indeed was replaced with a new one.

2. When I placed the unit in the box to ship it to Mike, I SWEAR it was not in the shape as shown on the images that Mike uploaded. I’m a business owner myself, and I always strive to be fair. If I did ship the unit like this, I would not mind to simply have t he screen replaced. However, this unit was most definitely NOT bent or distorted when it left my house. This was a couple of month old unit that was well taken care of. As a matter of fact I have a second eBook reader BeBook (classic, NOT Neo) – and for the 2 years that I had it, I have never had ANY problem like this.

3. Before Mike and http://Onixboox.com was even involved in this mess, I contacted Andrey Kipor of http://ebooksreaser.com and advised him of the problem. The following e-mail was sent to him:

xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

-----Original Message-----
From: Oleg Vishnevetski
Sent: Sunday, September 12, 2010 3:17 PM
To: 'akipor@gmail.com'
Subject: RE: Onyx Boox 60 http://ereaders-ebook.com

HI Andrey,

I'm very sorry to trouble you.. However, I now have a problem that I think needs to be addressed under warranty repair.
When I picked up my e-book this morning to do some reading, it froze on the screensaver (it happened a few times before and the reboot always helped) I restarted it.. but it did not go as usual: parts of the screensaver image still stayed on the screen, and the usual boot screen was showing through bits of screensaver image. From there it got worse. No matter what I tried: restarting or resetting, the problem persisted.
I made a scan of the screen and attaching it with this message so you can see what I'm dealing with.
The interesting thing is that the book was working just fine last night - I was reading pretty late.

Please help

Oleg
xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

To which I received the following response:

Xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx
-----Original Message-----
From: Andrey Kipor [mailto:akipor@gmail.com]
Sent: Monday, September 13, 2010 2:38 AM
To: Oleg Vishnevetski
Subject: Re: Onyx Boox 60 http://ereaders-ebook.com

Hello Oleg,

Pls, contact daisy@onyx-international.com with this problem,

Regards,

Andrey
Xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx

That is exactly what I did, and that was what started the whole ordeal.
ONIX headhunters in China directed me to send the unit to Mike and they were presented as a USA service center.

I’m glad that this situation was resolved, and I’m grateful to all involved finding a solution. BUT – THE PROBLEM FOR ALL ONIX OWNWERS STILL REMAINS.

Quoting Mike:

“Onyxboox.com is not a part of the Onyx International company, we are solely a distributor for Onyx. Just like any retailer, we buy from Onyx International at a bulk price and sell it for a very very small profit just like any retailer.”

And:

“Safe to say, Onyxboox.com do not plan to repair or replace any more devices NOT purchased through Onyxboox.com any more”

Well, where does it leave a consumer? Pretty much without any support if something goes wrong. Onix Boox produced a good little device, which found its niche on the US market. The problem is that they did not establish any warranty and post-warranty repair and maintenance procedure. Neither did they create any service infrastructure in the US. I do not think it is fair to spend months trying to figure out how and where the reader should be fixed, corresponding with people in US and China.
THIS should be a non-issue. If a device is sold in the US, there must be a centralized service solution in the US as well. Anything less is bad business.

12-17-2010, 10:34 AM	#4
OlegV Junior Member Posts: 2 Karma: 10 Join Date: Nov 2010 Device: Onix Boox 60	This situation is resolved for me, but the general problem still exists 1. Thank you Daisy, Mike and whoever else was involved in this disaster. The unit indeed was replaced with a new one. 2. When I placed the unit in the box to ship it to Mike, I SWEAR it was not in the shape as shown on the images that Mike uploaded. I’m a business owner myself, and I always strive to be fair. If I did ship the unit like this, I would not mind to simply have t he screen replaced. However, this unit was most definitely NOT bent or distorted when it left my house. This was a couple of month old unit that was well taken care of. As a matter of fact I have a second eBook reader BeBook (classic, NOT Neo) – and for the 2 years that I had it, I have never had ANY problem like this. 3. Before Mike and http://Onixboox.com was even involved in this mess, I contacted Andrey Kipor of http://ebooksreaser.com and advised him of the problem. The following e-mail was sent to him: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx -----Original Message----- From: Oleg Vishnevetski Sent: Sunday, September 12, 2010 3:17 PM To: 'akipor@gmail.com' Subject: RE: Onyx Boox 60 http://ereaders-ebook.com HI Andrey, I'm very sorry to trouble you.. However, I now have a problem that I think needs to be addressed under warranty repair. When I picked up my e-book this morning to do some reading, it froze on the screensaver (it happened a few times before and the reboot always helped) I restarted it.. but it did not go as usual: parts of the screensaver image still stayed on the screen, and the usual boot screen was showing through bits of screensaver image. From there it got worse. No matter what I tried: restarting or resetting, the problem persisted. I made a scan of the screen and attaching it with this message so you can see what I'm dealing with. The interesting thing is that the book was working just fine last night - I was reading pretty late. Please help Oleg xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx To which I received the following response: Xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx -----Original Message----- From: Andrey Kipor [mailto:akipor@gmail.com] Sent: Monday, September 13, 2010 2:38 AM To: Oleg Vishnevetski Subject: Re: Onyx Boox 60 http://ereaders-ebook.com Hello Oleg, Pls, contact daisy@onyx-international.com with this problem, Regards, Andrey Xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx That is exactly what I did, and that was what started the whole ordeal. ONIX headhunters in China directed me to send the unit to Mike and they were presented as a USA service center. I’m glad that this situation was resolved, and I’m grateful to all involved finding a solution. BUT – THE PROBLEM FOR ALL ONIX OWNWERS STILL REMAINS. Quoting Mike: “Onyxboox.com is not a part of the Onyx International company, we are solely a distributor for Onyx. Just like any retailer, we buy from Onyx International at a bulk price and sell it for a very very small profit just like any retailer.” And: “Safe to say, Onyxboox.com do not plan to repair or replace any more devices NOT purchased through Onyxboox.com any more” Well, where does it leave a consumer? Pretty much without any support if something goes wrong. Onix Boox produced a good little device, which found its niche on the US market. The problem is that they did not establish any warranty and post-warranty repair and maintenance procedure. Neither did they create any service infrastructure in the US. I do not think it is fair to spend months trying to figure out how and where the reader should be fixed, corresponding with people in US and China. THIS should be a non-issue. If a device is sold in the US, there must be a centralized service solution in the US as well. Anything less is bad business.