Care and Repair

oliverbogler · 07-24-2006, 10:25 AM

Did you see the new items in the iRex shop - Care and Repair with denominations of 25, 50 and 100 Euros! An interesting approach to servicing... I have never seen something like this.

tribble · 07-24-2006, 11:40 AM

Hmm, this is very ... uncommon. We definately need to find out, how to reinstall the system

branko · 07-24-2006, 11:43 AM

I tried to get Apple to fix the numerous bugs in the Mac OS X, but they won't even take my calls for less than 39 euro. I am not condoning the practice -- if anything I think it is a clear sign that capitalist society has gone too far in making companies untouchable, -- but it happens.

Riocaz · 07-24-2006, 12:02 PM

It depends what they are there for.

I will be very annoyed if they want to charge me for the repair of a unit, that was clearly faulty.

On the other hands I can see them charging people to replace cracked screens or other mishaps.

oliverbogler · 07-24-2006, 12:03 PM

I thought the tiered structure was interesting - perhaps you alert them to a problem, and they tell you which tier you need?

On another note, I have mentioned elsewhere that my order was skipped for shipping (because I ordered too soon from the US, and before the system was ready). I just wanted to say that the response from iRex to my problem was first rate - very quick, personal, friendly and to the point. My iLiad was shipped 'manually' today, and the VAT issue was also addressed.

We have discussed how iRex is a young company, with many startup problems, and that is true. But their customer service response was really good - Apple quality. This is an excellent sign for their future ... and so the future of everyone's favorite new eReader!!

Riocaz · 07-24-2006, 12:05 PM

I was assuming that: 25 = re-installing operating system.
50 = something more
100 = cracked screen or similar.

As for their customer service, I agree. While I have had minor miggles with them, thus far they have been very quick and polite in all communication.

Hopefully their support will be the same.

kusmi · 07-24-2006, 12:22 PM

"I tried to get Apple to fix the numerous bugs in the Mac OS X, but they won't even take my calls for less than 39 euro. I am not condoning the practice -- if anything I think it is a clear sign that capitalist society has gone too far in making companies untouchable, -- but it happens."

At least they have a bug-reporter: bugreport.apple.com
It's free, you just need to sign-up and sometimes you get feedback on fixed bugs.

Would be nice, if iRex would open such a bug-reporter as well, this would help them to gather bugs from users...

DHer · 07-24-2006, 12:39 PM

they have mobileread to learn about bugs

and 25€ with (our without?) shipping would be a fair price for repairing (user-)bricked iliads.

Maybe i'll ask them what 25€ support will buy you.

R2D2 · 07-24-2006, 01:53 PM

I think they just needed a quick and dirty way to handle credit card payments for repair costs if necessary. I don't think that these are fixed prices for fixed services.

DHer · 07-25-2006, 05:59 AM

hm. i guess it's time for me to find it out.

see in the hacking thread for details.

07-24-2006, 10:25 AM	#1
oliverbogler Connoisseur Posts: 81 Karma: 90 Join Date: May 2006 Location: Houston, TX Device: iLiad	Care and Repair Did you see the new items in the iRex shop - Care and Repair with denominations of 25, 50 and 100 Euros! An interesting approach to servicing... I have never seen something like this.

07-24-2006, 12:03 PM	#5
oliverbogler Connoisseur Posts: 81 Karma: 90 Join Date: May 2006 Location: Houston, TX Device: iLiad	iRex customer service - excellent, IMO I thought the tiered structure was interesting - perhaps you alert them to a problem, and they tell you which tier you need? On another note, I have mentioned elsewhere that my order was skipped for shipping (because I ordered too soon from the US, and before the system was ready). I just wanted to say that the response from iRex to my problem was first rate - very quick, personal, friendly and to the point. My iLiad was shipped 'manually' today, and the VAT issue was also addressed. We have discussed how iRex is a young company, with many startup problems, and that is true. But their customer service response was really good - Apple quality. This is an excellent sign for their future ... and so the future of everyone's favorite new eReader!!

07-24-2006, 12:05 PM	#6
Riocaz Fulfilled but not by iRex Posts: 932 Karma: 286846 Join Date: May 2006 Location: London Device: Far too many	I was assuming that: 25 = re-installing operating system. 50 = something more 100 = cracked screen or similar. As for their customer service, I agree. While I have had minor miggles with them, thus far they have been very quick and polite in all communication. Hopefully their support will be the same. Last edited by Riocaz; 07-24-2006 at 12:07 PM.

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07-24-2006, 11:40 AM	#2
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)	Hmm, this is very ... uncommon. We definately need to find out, how to reinstall the system

07-24-2006, 11:43 AM	#3
branko Connoisseur Posts: 93 Karma: 549 Join Date: Jul 2006 Location: Amsterdam Device: Palm Zire	I tried to get Apple to fix the numerous bugs in the Mac OS X, but they won't even take my calls for less than 39 euro. I am not condoning the practice -- if anything I think it is a clear sign that capitalist society has gone too far in making companies untouchable, -- but it happens.

07-24-2006, 12:02 PM	#4
Riocaz Fulfilled but not by iRex Posts: 932 Karma: 286846 Join Date: May 2006 Location: London Device: Far too many	It depends what they are there for. I will be very annoyed if they want to charge me for the repair of a unit, that was clearly faulty. On the other hands I can see them charging people to replace cracked screens or other mishaps.

07-24-2006, 12:22 PM	#7
kusmi Connoisseur Posts: 73 Karma: 16 Join Date: Jul 2006 Location: Zurich, Switzerland	"I tried to get Apple to fix the numerous bugs in the Mac OS X, but they won't even take my calls for less than 39 euro. I am not condoning the practice -- if anything I think it is a clear sign that capitalist society has gone too far in making companies untouchable, -- but it happens." At least they have a bug-reporter: bugreport.apple.com It's free, you just need to sign-up and sometimes you get feedback on fixed bugs. Would be nice, if iRex would open such a bug-reporter as well, this would help them to gather bugs from users...

07-24-2006, 12:39 PM	#8
DHer Addict Posts: 261 Karma: 156 Join Date: Jul 2006 Device: iliad	they have mobileread to learn about bugs and 25€ with (our without?) shipping would be a fair price for repairing (user-)bricked iliads. Maybe i'll ask them what 25€ support will buy you.

07-24-2006, 01:53 PM	#9
R2D2 Mad Scientist Posts: 294 Karma: 242 Join Date: May 2006 Location: Germany Device: Zaurus, HTCMagician, iLiad	I think they just needed a quick and dirty way to handle credit card payments for repair costs if necessary. I don't think that these are fixed prices for fixed services.

07-25-2006, 05:59 AM	#10
DHer Addict Posts: 261 Karma: 156 Join Date: Jul 2006 Device: iliad	hm. i guess it's time for me to find it out. see in the hacking thread for details.

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