iRex Moving Support in House

Adam B. · 08-29-2008, 02:25 PM

Via i-to-i blog.

iRex is moving their support to their main office. Previously, their support was by a 3rd party company in Germany, who handled support for many companies. It appears that they're moving it in house to a specific support group that is much more familiar with the iLiad and it's internal workings. This should reduce "canned" responses and increase the overall quality of their support offering.

They have, however, discontinued their phone support. Hopefully, even this this development, the new support team will be more responsive, and be better equipped to handle support requests.

NatCh · 08-29-2008, 03:00 PM

Quote:

Originally Posted by Adam B.

It appears that they're moving it in house to a specific support group that is much more familiar with the iLiad and it's internal workings.

What a novel concept. (You should pardon the pun ... no, on second thought embrace the pun!)

AndiR · 08-29-2008, 05:19 PM

So how exactly do they become more responsive then?

AndiR

RickyMaveety · 08-29-2008, 06:20 PM

Quote:

Originally Posted by Adam B.

Via i-to-i blog.

iRex is moving their support to their main office. Previously, their support was by a 3rd party company in Germany, who handled support for many companies. It appears that they're moving it in house to a specific support group that is much more familiar with the iLiad and it's internal workings. This should reduce "canned" responses and increase the overall quality of their support offering.

They have, however, discontinued their phone support. Hopefully, even this this development, the new support team will be more responsive, and be better equipped to handle support requests.

Well, ummmm ... sure, because with no phone support they won't get so many ... and those they get, they can ignore in email.

jbernaldo10375 · 08-30-2008, 02:32 AM

Adam B, I can't work out how to make my iLiad select blocks of newspaper text like in the blue photo at the top of this thread. Does it require shell access to do this? Would I have to install another program?

Thanks in advance and apologies for being off topic. I have searched for the answer in other threads.

jbernaldo10375 · 08-30-2008, 02:32 AM

oops I didn't mean to post twice

awi · 08-30-2008, 02:44 AM

For the record, a positive story because thes tend to not make it into forum posts:

A couple of months ago I suddenly had a large dark patch in my Iliad screen. Still fairly readable, but annoying and more difficult to read in low light conditions.

Communication with Irex-support was swift and clear through email. Within a few days I received a return box and a week later my Iliad was returned, fitted with a new screen.

I was very happy with the way they handled my case.

Andre

timezone · 08-31-2008, 01:29 PM

Maybe a mixed blessing because they are ending phone support. In house support to me means iRex is committed to supporting the iLiad and future iLiads by believing in themselves. I'll assume they have felt and heard the cries of bad support and want to take back control and do the job right. It would be interesting to know if they are hiring new customer service reps to handle the emails. If there is just one person in a corner cube next to the mens bathroom handling customer complaints then I may adjust my thinking.

-Thomas- · 09-01-2008, 06:19 PM

Quote:

Originally Posted by jbernaldo10375

Adam B, I can't work out how to make my iLiad select blocks of newspaper text like in the blue photo at the top of this thread. Does it require shell access to do this? Would I have to install another program?

It's just a picture from a press release, there is no such functionality on the iLiad (yet).

Shaggy · 09-02-2008, 10:30 AM

I think overall this is good news. Not outsourcing their support will probably fix a lot of the problems people have had with it in the past. However, like others, I'm concerned with the lack of phone support. In the past, contacting them via phone was the most reliable method. Emails/tickets would often get lost/ignored. Dropping phone support will only work, obviously, if their in house support group is a LOT better at responding to emails/tickets than the german company was.

Shaggy · 09-02-2008, 10:35 AM

Quote:

Originally Posted by timezone

If there is just one person in a corner cube next to the mens bathroom handling customer complaints then I may adjust my thinking.

I think that's basically what the outsourced company in Germany was doing. It got kind of funny (in a sad way) after awhile. Did you ever notice that every time someone would post on here (or the iRex forum) with a support issue, it was always the same guys name that they were dealing with. Maybe there really was only one person?

tribble · 09-02-2008, 11:43 AM

There were at least 2 that i know of

zerospinboson · 09-02-2008, 11:50 AM

maybe only one of them spoke english :P

jbernaldo10375 · 09-03-2008, 05:43 AM

Quote:

Originally Posted by -Thomas-

It's just a picture from a press release, there is no such functionality on the iLiad (yet).

Thanks for explaining, Thomas. That's photo's been puzzling me for a long time. I like your new avatar!

-Thomas- · 09-05-2008, 06:04 PM

Quote:

Originally Posted by jbernaldo10375

I like your new avatar!

Thanks! I think that's what they call a "Facebook"

08-29-2008, 02:25 PM	#1
Adam B. Addicted to Porting Posts: 1,697 Karma: 7194 Join Date: Oct 2006 Location: Indianapolis, IN Device: iRex iLiad, Nokia 770, Samsung i760	iRex Moving Support in House Via i-to-i blog. iRex is moving their support to their main office. Previously, their support was by a 3rd party company in Germany, who handled support for many companies. It appears that they're moving it in house to a specific support group that is much more familiar with the iLiad and it's internal workings. This should reduce "canned" responses and increase the overall quality of their support offering. They have, however, discontinued their phone support. Hopefully, even this this development, the new support team will be more responsive, and be better equipped to handle support requests.

08-29-2008, 05:19 PM	#3
AndiR Rather interested Posts: 104 Karma: 677 Join Date: Nov 2006 Location: Maidenhead Device: Kindle, Sony Ereader, Ipad & iPhone	No phone support So how exactly do they become more responsive then? AndiR

08-30-2008, 02:32 AM	#6
jbernaldo10375 Junior Member Posts: 7 Karma: 10 Join Date: May 2008 Device: Looking	oops I didn't mean to post twice Last edited by jbernaldo10375; 08-30-2008 at 02:36 AM.

08-31-2008, 01:29 PM	#8
timezone Addict Posts: 244 Karma: 1232 Join Date: Jul 2008 Location: Boston, MA Device: Windows Phone7, Kindle Fire	Maybe a mixed blessing because they are ending phone support. In house support to me means iRex is committed to supporting the iLiad and future iLiads by believing in themselves. I'll assume they have felt and heard the cries of bad support and want to take back control and do the job right. It would be interesting to know if they are hiring new customer service reps to handle the emails. If there is just one person in a corner cube next to the mens bathroom handling customer complaints then I may adjust my thinking. Last edited by timezone; 08-31-2008 at 01:47 PM.

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08-30-2008, 02:44 AM	#7
awi Enthusiast Posts: 28 Karma: 98 Join Date: Oct 2007 Location: Amsterdam Device: 2x Irex Iliad V2, DR1000s & DR800sg	For the record, a positive story because thes tend to not make it into forum posts: A couple of months ago I suddenly had a large dark patch in my Iliad screen. Still fairly readable, but annoying and more difficult to read in low light conditions. Communication with Irex-support was swift and clear through email. Within a few days I received a return box and a week later my Iliad was returned, fitted with a new screen. I was very happy with the way they handled my case. Andre

09-02-2008, 10:30 AM	#10
Shaggy Wizard Posts: 4,293 Karma: 529619 Join Date: May 2007 Device: iRex iLiad, DR800SG	I think overall this is good news. Not outsourcing their support will probably fix a lot of the problems people have had with it in the past. However, like others, I'm concerned with the lack of phone support. In the past, contacting them via phone was the most reliable method. Emails/tickets would often get lost/ignored. Dropping phone support will only work, obviously, if their in house support group is a LOT better at responding to emails/tickets than the german company was.

09-02-2008, 11:43 AM	#12
tribble iLiad Maniac Posts: 1,382 Karma: 2369 Join Date: Apr 2006 Location: Germany Device: Bookeen Opus (i love that thing) and iPad (what an irony)	There were at least 2 that i know of

09-02-2008, 11:50 AM	#13
zerospinboson "Assume a can opener..." Posts: 755 Karma: 1942109 Join Date: Mar 2008 Location: Local Cluster Device: iLiad v2, DR1000	maybe only one of them spoke english :P