Support update (New)

Riocaz · 08-14-2006, 10:24 AM

Ok on Friday, I emailed them for an update...

Quote:

thank you for your email.

Your iLiad has arrived at our repair centre. Doe to missing spare parts we have to inform you that there will be some delay in reparring your device. Your patience will be much appriciated.

(The spelling errors are all theirs, I just cut and pasted it)

My response:

Quote:

I'm not "understanding" at all. I'm downright furious.

Please can you at least have the decency to give me a leadtime
on how long I'm expected to wait?

doctorow · 08-14-2006, 10:31 AM

LOL!

Me have a problem, can you help I?

Drops · 08-14-2006, 10:32 AM

Sorry to hear that Riocaz.

But maybe some users do now understand my postings about the service quality of Irex.

I hope you'll get a better reply this time, I am keeping my fingers crossed for you.

ElaHuguet · 08-14-2006, 10:42 AM

That's too bad, Riocaz, they're taking MUCH too long over your case, what with first this then that.

ali · 08-14-2006, 10:45 AM

You should discuss these things in iRex' forum, because it will be visible to potential customers. That might speed up iRex a little bit. (Or not)

I hope this will have a happy end for you.

Riocaz · 08-14-2006, 10:48 AM

Quote:

Originally Posted by ali

You should discuss these things in iRex' forum, because it will be visible to potential customers. That might speed up iRex a little bit. (Or not)

I hope this will have a happy end for you.

I considered it, but I diddn't want to risk them being spiteful and losing my iLiad.

doctorow · 08-14-2006, 10:55 AM

I wouldn't worry too much where to post this because iRex employees are also surfing here.

Sorry about my previous laughter - of course I wasn't laughing about the delay; I just thought it funny how this dude killed the English language.

Regarding delays, I suggest you call them and ask for a superior. If they are out of spare parts, and you are well within your guarantee, they should seriously consider sending you a replacement unit. You should try!

Riocaz · 08-14-2006, 11:12 AM

True, but here it's not as visable as it would be on their public forum...

And I had assumed you were laughing at iRex's appalling grasp of the english language...

ElaHuguet · 08-14-2006, 11:21 AM

I've just been commenting your case with my work mates, they agree with Doctorow, ask for a new unit! (least they can do, at this point)

TadW · 08-14-2006, 11:25 AM

Excellent idea. In addition they could resell "refurbished" units at a lower price. I am sure some people would like to see this kind of "second-hand market".

pitcher23 · 08-15-2006, 08:32 AM

Look on the bright side. At least you got an email from them. I am still waiting on a response on them sending me a shipping label.

CommanderROR · 08-15-2006, 09:11 AM

I thought they had learned about customer communications and stuff...well...apparently not. I hope they get a move on since the rate of failure seems to be rather high they should streamline their procedure...or make sure the devices don't fail so often...

pitcher23 · 08-16-2006, 10:51 AM

They sent me an email announcing that they are sending a new box with label and pouch. I hope it works out well, because even if it does I am guessing that I won't see a working Iliad in my hands till October at this rate.

Riocaz · 08-16-2006, 10:55 AM

I would say that sounds about right...

I have just been told "up to 2 weeks" before I will get mine back. And they have had it for a week already.

Similar Threads
Thread	Thread Starter	Forum	Replies	Last Post
Firmware Update Can I reinstall the official amazon update after the update file from this site ?	yuenslhk	Amazon Kindle	2	06-20-2010 11:24 AM
Kindle update - PDF support, increased battery, and more	Nate the great	News	141	12-16-2009 09:53 PM
Kindle support called me today to update me on why	Richie	Amazon Kindle	9	04-23-2009 10:30 PM
PRS-500 What file to change to re-update reader with latest update?	pitolee	Sony Reader Dev Corner	2	05-24-2007 11:56 PM
Support update:	Riocaz	iRex	21	08-10-2006 08:17 PM

08-14-2006, 10:31 AM	#2
doctorow Guru Posts: 914 Karma: 3410461 Join Date: May 2004 Device: Kindle Touch	LOL! Me have a problem, can you help I?

08-14-2006, 10:32 AM	#3
Drops Connoisseur Posts: 65 Karma: 10 Join Date: May 2006	Sorry to hear that Riocaz. But maybe some users do now understand my postings about the service quality of Irex. I hope you'll get a better reply this time, I am keeping my fingers crossed for you.

08-14-2006, 10:42 AM	#4
ElaHuguet iLiad freak Posts: 339 Karma: 243 Join Date: Apr 2006 Location: Mallorca, Spain Device: iRex iLiad	That's too bad, Riocaz, they're taking MUCH too long over your case, what with first this then that.

08-14-2006, 10:45 AM	#5
ali Addict Posts: 302 Karma: 116 Join Date: May 2006 Device: Iliad, dude!	You should discuss these things in iRex' forum, because it will be visible to potential customers. That might speed up iRex a little bit. (Or not) I hope this will have a happy end for you.

08-14-2006, 10:55 AM	#7
doctorow Guru Posts: 914 Karma: 3410461 Join Date: May 2004 Device: Kindle Touch	I wouldn't worry too much where to post this because iRex employees are also surfing here. Sorry about my previous laughter - of course I wasn't laughing about the delay; I just thought it funny how this dude killed the English language. Regarding delays, I suggest you call them and ask for a superior. If they are out of spare parts, and you are well within your guarantee, they should seriously consider sending you a replacement unit. You should try!

08-14-2006, 11:12 AM	#8
Riocaz Fulfilled but not by iRex Posts: 932 Karma: 286846 Join Date: May 2006 Location: London Device: Far too many	True, but here it's not as visable as it would be on their public forum... And I had assumed you were laughing at iRex's appalling grasp of the english language...

08-14-2006, 11:21 AM	#9
ElaHuguet iLiad freak Posts: 339 Karma: 243 Join Date: Apr 2006 Location: Mallorca, Spain Device: iRex iLiad	I've just been commenting your case with my work mates, they agree with Doctorow, ask for a new unit! (least they can do, at this point)

08-14-2006, 11:25 AM	#10
TadW Uebermensch Posts: 2,583 Karma: 1094606 Join Date: Jul 2003 Location: Italy Device: Kindle	Excellent idea. In addition they could resell "refurbished" units at a lower price. I am sure some people would like to see this kind of "second-hand market".

08-15-2006, 08:32 AM	#11
pitcher23 Zealot Posts: 138 Karma: 12 Join Date: Mar 2005 Location: New York USA	Look on the bright side. At least you got an email from them. I am still waiting on a response on them sending me a shipping label.

08-15-2006, 09:11 AM	#12
CommanderROR eink fanatic Posts: 2,022 Karma: 4924 Join Date: Mar 2006 Location: Germany Device: STAReBOOK, iRex Iliad, Sony 505, Kindle 2	I thought they had learned about customer communications and stuff...well...apparently not. I hope they get a move on since the rate of failure seems to be rather high they should streamline their procedure...or make sure the devices don't fail so often...

Advert

Advert

08-16-2006, 10:51 AM	#13
pitcher23 Zealot Posts: 138 Karma: 12 Join Date: Mar 2005 Location: New York USA	They sent me an email announcing that they are sending a new box with label and pouch. I hope it works out well, because even if it does I am guessing that I won't see a working Iliad in my hands till October at this rate.

08-16-2006, 10:55 AM	#14
Riocaz Fulfilled but not by iRex Posts: 932 Karma: 286846 Join Date: May 2006 Location: London Device: Far too many	I would say that sounds about right... I have just been told "up to 2 weeks" before I will get mine back. And they have had it for a week already.