Warranty repairs honored!

WDM.Amy · 07-14-2011, 04:43 PM

Good news comes from bad news...

I had an EE since February 2011. When Woot had the PE for $125, I just had to get one. I copied over all of my library files (manually) from my EE to the PE. Two days later, my power port where you plug in the adapter broke on the EE (the little pin in the middle snapped off inside the adapter). Two thoughts immediately came to mind:
1. Oh, $hit. The company went out of business now the warranty is void.
2. Wow...someone is looking out for me since I backed up everything only 2 days prior!

I called SupporTrix - They suggested I called Amazon (who I bought the EE from). After some negotiating, Amazon will take my EE back for a full refund since they are forced to uphold the year warranty! They also stated that if an item is broken due to USER FAULT (like you accidently ran it over with your car), they will offer a refund less 15%!! I am shipping it back today. I will post again when I actually get the refund. For those of you that have warranty repair issues, try going to the store that you purchased your EE/PE from. Many of them will honor the warranty.

Now...to buy a new EE or not...that is the question :-)

sarah11918 · 07-14-2011, 05:09 PM

Quote:

Originally Posted by WDM.Amy

Now...to buy a new EE or not...that is the question :-)

If you can still find one!

Glad to hear you're not SOL, though.

Filark · 07-14-2011, 06:16 PM

That's good news, Amy!

Did you know that some previous EE owners have "fixed" that problem with a bit of paperclip? Apparently it was a fault in a particular generation of EEs. I'm afraid it will happpen to mine.

Looking for the thread about this:

ivanjt · 07-14-2011, 06:50 PM

I have to say that is a very minor repair job - open unit, unsolder socket (2 or 3 solder pads) fit and solder in new socket, close unit. Something we charge €30 for on notebooks and I would think we'd charge the same on an EE.

Edit: I should have added that it is the type of repair that could be undertaken by any outfit that repairs notebook computers.

Filark · 07-14-2011, 07:30 PM

Did you return it?? Or will you put the $15 toward having a repair shop (or your own handiness) take care of the issue? If you get it repaired I would like to know how hard it was to find someone to do it.

Just in case, you know!

WDM.Amy · 07-15-2011, 03:26 PM

Bummer!! I returned it already. If my PE breaks, I will be sure to keep these ideas in mind. I sort of assumed that since no retail store sold these in my area that no one would be able to fix it... And you defintiely don't want me poking around inside a computer!!

WDM.Amy · 07-19-2011, 11:38 AM

Well, I got an email from Amazon today. They refunded my purchase price less a 20% restocking fee. I called them right away and said that I should have gotten a full refund since this was a warranty issue. I also made the point that they would not be restocking a broken item. After several minutes of negotiating, I got my full refund (and requested a verification be sent to me in an e-mail for written proof). I think they just didn't want to eat the full cost. Makes me wonder if they are purposely trying to take advantage of less assertive customers...

Filark · 07-19-2011, 02:05 PM

Quote:

Originally Posted by WDM.Amy

Well, I got an email from Amazon today. They refunded my purchase price less a 20% restocking fee. I called them right away and said that I should have gotten a full refund since this was a warranty issue. I also made the point that they would not be restocking a broken item. After several minutes of negotiating, I got my full refund (and requested a verification be sent to me in an e-mail for written proof). I think they just didn't want to eat the full cost. Makes me wonder if they are purposely trying to take advantage of less assertive customers...

I find it often pays to be a squeaky wheel -- in as nice a way as you can, of course!

I used to watch my mother get amazing concessions from people by being very persistent and very polite. She just kept going up the chain until someone with authority caved.

Now my husband usually greets every retail challenge with "they'll never do that!" I like to occasionally prove him wrong.

Congrats, WDM.Amy, you did well!

07-14-2011, 04:43 PM	#1
WDM.Amy PE User Posts: 11 Karma: 10 Join Date: Jun 2011 Device: Pocket Edge	Warranty repairs honored! Good news comes from bad news... I had an EE since February 2011. When Woot had the PE for $125, I just had to get one. I copied over all of my library files (manually) from my EE to the PE. Two days later, my power port where you plug in the adapter broke on the EE (the little pin in the middle snapped off inside the adapter). Two thoughts immediately came to mind: 1. Oh, $hit. The company went out of business now the warranty is void. 2. Wow...someone is looking out for me since I backed up everything only 2 days prior! I called SupporTrix - They suggested I called Amazon (who I bought the EE from). After some negotiating, Amazon will take my EE back for a full refund since they are forced to uphold the year warranty! They also stated that if an item is broken due to USER FAULT (like you accidently ran it over with your car), they will offer a refund less 15%!! I am shipping it back today. I will post again when I actually get the refund. For those of you that have warranty repair issues, try going to the store that you purchased your EE/PE from. Many of them will honor the warranty. Now...to buy a new EE or not...that is the question :-)

07-14-2011, 06:50 PM	#4
ivanjt Guru Posts: 858 Karma: 1027478 Join Date: Aug 2010 Location: South of France Device: kindle dx; eDGe	I have to say that is a very minor repair job - open unit, unsolder socket (2 or 3 solder pads) fit and solder in new socket, close unit. Something we charge €30 for on notebooks and I would think we'd charge the same on an EE. Edit: I should have added that it is the type of repair that could be undertaken by any outfit that repairs notebook computers. Last edited by ivanjt; 07-14-2011 at 06:52 PM.

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07-14-2011, 06:16 PM	#3
Filark Armed with a smile :) Posts: 1,421 Karma: 2463560 Join Date: Sep 2009 Location: California, USA Device: enTourage eDGe & Pocket eDGe, Samsung Galaxy Note II	That's good news, Amy! Did you know that some previous EE owners have "fixed" that problem with a bit of paperclip? Apparently it was a fault in a particular generation of EEs. I'm afraid it will happpen to mine. Looking for the thread about this:

07-14-2011, 07:30 PM	#5
Filark Armed with a smile :) Posts: 1,421 Karma: 2463560 Join Date: Sep 2009 Location: California, USA Device: enTourage eDGe & Pocket eDGe, Samsung Galaxy Note II	Did you return it?? Or will you put the $15 toward having a repair shop (or your own handiness) take care of the issue? If you get it repaired I would like to know how hard it was to find someone to do it. Just in case, you know!

07-15-2011, 03:26 PM	#6
WDM.Amy PE User Posts: 11 Karma: 10 Join Date: Jun 2011 Device: Pocket Edge	Bummer!! I returned it already. If my PE breaks, I will be sure to keep these ideas in mind. I sort of assumed that since no retail store sold these in my area that no one would be able to fix it... And you defintiely don't want me poking around inside a computer!!

07-19-2011, 11:38 AM	#7
WDM.Amy PE User Posts: 11 Karma: 10 Join Date: Jun 2011 Device: Pocket Edge	Well, I got an email from Amazon today. They refunded my purchase price less a 20% restocking fee. I called them right away and said that I should have gotten a full refund since this was a warranty issue. I also made the point that they would not be restocking a broken item. After several minutes of negotiating, I got my full refund (and requested a verification be sent to me in an e-mail for written proof). I think they just didn't want to eat the full cost. Makes me wonder if they are purposely trying to take advantage of less assertive customers...

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