08-16-2006, 06:16 AM | #1 |
Connoisseur
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Irex policy for DOA units
Hi folks,
it seems like a lot of users have received units that were dead on arrival (battery charging issue, screen problems, freezes,....). We have bought a pretty expensive unit, so I thing Irex needs to change it's policy about these DOA units. It is not acceptable to wait 3-4 weeks for delivery of the Illiad, send it back and wait some more weeks for the repaired unit. A customer-friendly approach would be to send a new unit and pick up the old one at the same time (maybe not for defective units after a certain time, but certainly for DOA). I suggest we put this text (maybe with modifications. Suggestions?) in the Irex forum and "sign" it. Maybe Irex will listen and answer. |
08-16-2006, 07:27 AM | #2 |
Iliad geek
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I second it
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08-16-2006, 07:30 AM | #3 |
iLiad Maniac
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Location: Germany
Device: Bookeen Opus (i love that thing) and iPad (what an irony)
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I have to agree, that this would be a very customer friendly way of handling things.
iRex should consider doing it that way. |
08-16-2006, 07:30 AM | #4 |
Member
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Location: London
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I agree, mine was more or less DOA (It would only work attached to the Travel Hub). The fault was reported the same day it arrived, wait another week for the return box to arrive, its been away for week now. Only update from IREX, was in rely to my query.
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08-16-2006, 07:40 AM | #5 |
Junior Member
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Totally agreed. I'm still waiting for them to send me the box. It takes several days before they act on the email.
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08-16-2006, 07:40 AM | #6 |
Connoisseur
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Link to Irex forum:
http://forum.irexnet.com/viewtopic.php?p=785#785 Please help us over there by "signing" it. Even if you didn't receive a dead Illiad, this will help new users - and in the long run Irex. |
08-16-2006, 07:43 AM | #7 |
Wizard
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Location: Atlanta, GA
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I would agree. I suggested to them that the process for DOA should be to send a replacement unit and a return box at the same time. They can take your credit card number to charge for the replacement unit if the original hasn't been returned after a reasonable period of time. Something like 10 days would seem appropriate. This speeds the process for the user and covers them in case people want to hang onto the unit.
I'm suspecting they haven't really thought through the direct business model very well. Since their plan has been to focus on the indirect market they are probably setup to have that function managed by the direct seller and they really function as a bulk service behind that. Just my .02. I've had decent responsiveness from them, but it is clear their policies are not end user/customer focused. |
08-16-2006, 07:54 AM | #8 |
Addict
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Actually, i think exchanging the iliad and using the repaired iliad for the next exchange would be significantly customer-friendlier.
Only difference would be that your return box isn't empty but contains an iliad. /waiting for news from iRex concerning my iliad - it was handed over by ups on monday morning. |
08-16-2006, 07:59 AM | #9 |
Fulfilled but not by iRex
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Location: London
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Apparently my iLiad will be up to another 2 weeks in repair.
I have stressed that I find this unacceptable. I also tried to complain to their head office, but they refused to take my complaint, apparently that can only be done theough the German office. |
08-16-2006, 08:43 AM | #10 | |
Connoisseur
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Quote:
Sorry to hear that But I would love to read this in the other forum. I hope someone at Irex will read it and think about their policies. |
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08-16-2006, 09:35 AM | #11 |
Groupie
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Device: irex iliad, uk Kindle gen3
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bad service can kill a company, look at techtronics.com sold loads of dvd players even supplied to the international space station but went bankrupt due to reported bad support.
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08-16-2006, 09:45 AM | #12 |
iLiad Maniac
Posts: 1,382
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Location: Germany
Device: Bookeen Opus (i love that thing) and iPad (what an irony)
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Check here: statement from irex
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08-16-2006, 09:58 AM | #13 | |
Guru
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iRex answer:
Quote:
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08-16-2006, 11:17 AM | #14 | |
Fulfilled but not by iRex
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Location: London
Device: Far too many
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Quote:
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08-16-2006, 08:12 PM | #15 |
Addict
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When I read about iRex's 'plight' ... I dunno whether to be happy or shocked. That they are so honest or so bad with planning.
The last I check, if they have such a problem with staffing, it's time to increase headcount! Is the web designer also doubling up as repair tech? PS: Nope, I didn't get an iLiad ... |
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