Irex support experience

sarikan · 03-19-2009, 06:10 AM

Hi there,
In case potential dr1000s owners would like to know about how irex support works: here is my story.
My reader never reached the battery times reported by other users. Even after 1.5 7.5 hours or so would be the max I could get, without doing nothing at all.
So as suggested by the members of this forum, I opened a ticket in irex support web site. They responded about 4 days or a little bit later. They've sent me a return box, for which I did not pay anything. I just put the dr1000s into the box, and gave it to ups, which took it back to irex. after the package reached them, they fixed the problem in a week. They replaced the mainboard, and sent the package back to me via ups again.
I'm especially happy that I did not pay for ups, since they have absolutely crazy prices in UK. I am now charging the device, and I'll try to see if it acts normal after the surgery

Kind regards
Seref

pthwaite · 03-19-2009, 09:55 AM

Yes, I have nothing but praise for the way iRex respond to my tickets and the eventual replacement. I have usually had a response withing 24hrs.

Marc Mertens · 03-19-2009, 10:32 AM

In my case, I had a response from them within 12 hour on creating a ticket. Just like you a return box was send via UPS free of cost (also for the send back and return of my reader). I had two wait however for about 3 weeks before my reader was repaired (could be that they themselves had to wait for some pieces, in my case the circuit board).
Up to now I'm happy with their response (still busy testing the battery power of my reader).

Marc Mertens

03-19-2009, 06:10 AM	#1
sarikan Zealot Posts: 131 Karma: 34 Join Date: Oct 2008 Device: none	Irex support experience Hi there, In case potential dr1000s owners would like to know about how irex support works: here is my story. My reader never reached the battery times reported by other users. Even after 1.5 7.5 hours or so would be the max I could get, without doing nothing at all. So as suggested by the members of this forum, I opened a ticket in irex support web site. They responded about 4 days or a little bit later. They've sent me a return box, for which I did not pay anything. I just put the dr1000s into the box, and gave it to ups, which took it back to irex. after the package reached them, they fixed the problem in a week. They replaced the mainboard, and sent the package back to me via ups again. I'm especially happy that I did not pay for ups, since they have absolutely crazy prices in UK. I am now charging the device, and I'll try to see if it acts normal after the surgery Kind regards Seref

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03-19-2009, 09:55 AM	#2
pthwaite Fanatic Posts: 597 Karma: 430 Join Date: Aug 2008 Location: Ellesmere Port, UK Device: DR1000S Sony PRS505 iPad iPhone	Yes, I have nothing but praise for the way iRex respond to my tickets and the eventual replacement. I have usually had a response withing 24hrs.

03-19-2009, 10:32 AM	#3
Marc Mertens Mathematician Posts: 24 Karma: 10 Join Date: Oct 2008 Device: IRex Digital Reader	In my case, I had a response from them within 12 hour on creating a ticket. Just like you a return box was send via UPS free of cost (also for the send back and return of my reader). I had two wait however for about 3 weeks before my reader was repaired (could be that they themselves had to wait for some pieces, in my case the circuit board). Up to now I'm happy with their response (still busy testing the battery power of my reader). Marc Mertens

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