Ranting:

Riocaz · 07-11-2006, 08:20 AM

Just to save the ears of others, I thought I would create a seperate thread for us to rant about iRex's latest excuse.

I am utterly fuming and seriously considering cancelling my order.

I cannot believe any reputable company would treat it's _PAYING_ customer in such a despicable fashion.

Not to mention the way they tried to cover the fact there was a delay last week, by sending "shipping started" updates. As it's now plain they shipping hadn't started because they diddn't have the units on-hand.

ali · 07-11-2006, 08:24 AM

Agree. Plus this friday, they will have my money for a full 4 weeks. IIRC, that's the last chance to cancel the payment (visa cc). Looks like they get 3 more days, then it's over.

Riocaz · 07-11-2006, 08:26 AM

They took mine on the 22nd. Which was a full 6 days after I placed the order, so it's worth checking on that front.

diabloNL · 07-11-2006, 08:38 AM

I didn't receive an invitation yet but what bothers me is that I send them about 6 emails in the last 1,5 month and I didn't get any reply other than an automated responder saying they will write back soon...yeah right. Maybe I will wait for the Sony Reader.

CommanderROR · 07-11-2006, 08:49 AM

@diabloNL
They never really replied to individual customers. After you get your invite however, they areq uite communicative, often answering within hours of the question. I don't think their "not talking to the general public" approach is good, but at least you get support when you do become a customer...

You didn't receive an invite? There are a few people who seem to have been left out, maybe you had a typo in your mail-ad? Just send the address again and I can try again. Maybe it just got lost somewhere in the process.

Tomorrow I should receive my Iliad, then I can be the first proof that there are actually devices out there...i'll keep you posted. So far I haven't received the UPS number yet...^^

Riocaz · 07-11-2006, 08:54 AM

So that makes _4_ all of which ordered and paid after me, that have received shipping confirmation.

No offence to you Commander, (you have done more for the nascent iLiad community that just about anyone) but that is _seriously_ out of order.

They should have been processed in order.

kwizmaster · 07-11-2006, 08:55 AM

That is true: the way irex acts must become better.
But: don´t give up the hope it will.
Because: they are new, they are young, they are unskilled, their product is almost prototyped - and everyone of us had the chance to wait some month until purchasing the iliad would be without a risk. But we all are "gamblers" - no risk, no fun - and at last we will be the FIRST on earth who tried that wonderful fucking iliad ;-)))
Lets hope that everything will end fine and give young irex a chance.
:-)
Ralf

diabloNL · 07-11-2006, 08:55 AM

Quote:

Originally Posted by CommanderROR

@diabloNL
They never really replied to individual customers. After you get your invite however, they areq uite communicative, often answering within hours of the question. I don't think their "not talking to the general public" approach is good, but at least you get support when you do become a customer...

You didn't receive an invite? There are a few people who seem to have been left out, maybe you had a typo in your mail-ad? Just send the address again and I can try again. Maybe it just got lost somewhere in the process.

Tomorrow I should receive my Iliad, then I can be the first proof that there are actually devices out there...i'll keep you posted. So far I haven't received the UPS number yet...^^

4 out of the 6 emails were business orientated emails. I will send my email address again. Thanks.

Pitchfork · 07-11-2006, 09:14 AM

I must admit that I have seen no change in Irex' customer policy since I regisered as a customer. I have sent numerous queries to them as a business and have never received a reply other than the standard "We wil get back to you" mail.

CommanderROR · 07-11-2006, 09:24 AM

@Pitchfork
you should try writing to the irexshop email address, thtat works very well for me and for others.

I also have received an explanation from iRex about the delay. I am unfortunatley not allowed to disclose this information (I asked for permission but haven't received a reply yet) but I can tell you that it really isn't more than inexperience at work here. Somebody made a change that threw everything out of order. I hope i'll get permission to post the whole story...

Now things are cleared and we should see shipment on thursday as promised by iRex.
The 10 orders that have been shipped so far are "special" orders. They were selected (don't ask me through which procedure) as priority (I think you can guess how I came into that pot...all thanks to you guys...^^) and were sent "manually", not using the normal procedure.

I hope this will be the final delay and the first regular shipment will indeed get going on thursday.

Pitchfork · 07-11-2006, 09:29 AM

@CommanderROR
Thanks will give that a try. Never thought to send to that address as I did not want to possibly bother some web shop admin with device specific queries.

arivero · 07-11-2006, 09:31 AM

Hmm actually they have VISA money, the money will not be charged in my account until 31th July. So I am not so furious about money. As I said, it is not even my money, it is of the European Central Bank.

Sischa · 07-11-2006, 09:40 AM

If they really send out some order manually today while sitting on my money for 4 weeks now i'll just back post my creditcard payment as soon as my UPS tracking number will arrive.

Then i'll enjoy seeing Irex run after their money ...

*start to get angry now*

ali · 07-11-2006, 09:43 AM

(edit: image belongs to the freakshow of pipingrad, which I love very much.)

tribble · 07-11-2006, 09:48 AM

I know one thing for sure. iRex will have to learn alot (and they are in the process of doing so) about customer relationship, production of items, customs, UPS, payment methods, webshops, communication, closing deals with large companies, software development problems, remote work and lots more.

I could cut them some slack, if they would communicate their problems. We all know, that they jumped into the business just after climbing out of a lab. So problems were to be expected. And i bet most of us early adoters would understand most of the problems that can arrise.

So maybe we should just all leave the ranting thread and join riocaz beach and all have a major party.

07-11-2006, 08:20 AM	#1
Riocaz Fulfilled but not by iRex Posts: 932 Karma: 286846 Join Date: May 2006 Location: London Device: Far too many	Ranting: Just to save the ears of others, I thought I would create a seperate thread for us to rant about iRex's latest excuse. I am utterly fuming and seriously considering cancelling my order. I cannot believe any reputable company would treat it's _PAYING_ customer in such a despicable fashion. Not to mention the way they tried to cover the fact there was a delay last week, by sending "shipping started" updates. As it's now plain they shipping hadn't started because they diddn't have the units on-hand. Last edited by Riocaz; 07-11-2006 at 08:23 AM.

07-11-2006, 08:54 AM	#6
Riocaz Fulfilled but not by iRex Posts: 932 Karma: 286846 Join Date: May 2006 Location: London Device: Far too many	So that makes _4_ all of which ordered and paid after me, that have received shipping confirmation. No offence to you Commander, (you have done more for the nascent iLiad community that just about anyone) but that is _seriously_ out of order. They should have been processed in order. Last edited by Riocaz; 07-11-2006 at 08:57 AM.

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07-11-2006, 08:24 AM	#2
ali Addict Posts: 302 Karma: 116 Join Date: May 2006 Device: Iliad, dude!	Agree. Plus this friday, they will have my money for a full 4 weeks. IIRC, that's the last chance to cancel the payment (visa cc). Looks like they get 3 more days, then it's over.

07-11-2006, 08:26 AM	#3
Riocaz Fulfilled but not by iRex Posts: 932 Karma: 286846 Join Date: May 2006 Location: London Device: Far too many	They took mine on the 22nd. Which was a full 6 days after I placed the order, so it's worth checking on that front.

07-11-2006, 08:38 AM	#4
diabloNL Gadget Force® Posts: 705 Karma: 2733 Join Date: Jun 2006 Location: The Netherlands Device: Sony PRS-300 + Cybook with funny screen :P	I didn't receive an invitation yet but what bothers me is that I send them about 6 emails in the last 1,5 month and I didn't get any reply other than an automated responder saying they will write back soon...yeah right. Maybe I will wait for the Sony Reader.

07-11-2006, 08:49 AM	#5
CommanderROR eink fanatic Posts: 2,022 Karma: 4924 Join Date: Mar 2006 Location: Germany Device: STAReBOOK, iRex Iliad, Sony 505, Kindle 2	@diabloNL They never really replied to individual customers. After you get your invite however, they areq uite communicative, often answering within hours of the question. I don't think their "not talking to the general public" approach is good, but at least you get support when you do become a customer... You didn't receive an invite? There are a few people who seem to have been left out, maybe you had a typo in your mail-ad? Just send the address again and I can try again. Maybe it just got lost somewhere in the process. Tomorrow I should receive my Iliad, then I can be the first proof that there are actually devices out there...i'll keep you posted. So far I haven't received the UPS number yet...^^

07-11-2006, 08:55 AM	#7
kwizmaster Member Posts: 17 Karma: 10 Join Date: Jun 2006 Location: Germany DUS	That is true: the way irex acts must become better. But: don´t give up the hope it will. Because: they are new, they are young, they are unskilled, their product is almost prototyped - and everyone of us had the chance to wait some month until purchasing the iliad would be without a risk. But we all are "gamblers" - no risk, no fun - and at last we will be the FIRST on earth who tried that wonderful fucking iliad ;-))) Lets hope that everything will end fine and give young irex a chance. :-) Ralf

07-11-2006, 09:14 AM	#9
Pitchfork Connoisseur Posts: 98 Karma: 31 Join Date: Mar 2006 Location: Spain Device: Iliad/Ipaq 6340	I must admit that I have seen no change in Irex' customer policy since I regisered as a customer. I have sent numerous queries to them as a business and have never received a reply other than the standard "We wil get back to you" mail.

07-11-2006, 09:24 AM	#10
CommanderROR eink fanatic Posts: 2,022 Karma: 4924 Join Date: Mar 2006 Location: Germany Device: STAReBOOK, iRex Iliad, Sony 505, Kindle 2	@Pitchfork you should try writing to the irexshop email address, thtat works very well for me and for others. I also have received an explanation from iRex about the delay. I am unfortunatley not allowed to disclose this information (I asked for permission but haven't received a reply yet) but I can tell you that it really isn't more than inexperience at work here. Somebody made a change that threw everything out of order. I hope i'll get permission to post the whole story... Now things are cleared and we should see shipment on thursday as promised by iRex. The 10 orders that have been shipped so far are "special" orders. They were selected (don't ask me through which procedure) as priority (I think you can guess how I came into that pot...all thanks to you guys...^^) and were sent "manually", not using the normal procedure. I hope this will be the final delay and the first regular shipment will indeed get going on thursday.

07-11-2006, 09:29 AM	#11
Pitchfork Connoisseur Posts: 98 Karma: 31 Join Date: Mar 2006 Location: Spain Device: Iliad/Ipaq 6340	@CommanderROR Thanks will give that a try. Never thought to send to that address as I did not want to possibly bother some web shop admin with device specific queries.

07-11-2006, 09:31 AM	#12
arivero Guru Posts: 607 Karma: 2157 Join Date: Oct 2005 Device: NCR3125, Nokia 770,...	Hmm actually they have VISA money, the money will not be charged in my account until 31th July. So I am not so furious about money. As I said, it is not even my money, it is of the European Central Bank.

07-11-2006, 09:40 AM	#13
Sischa Evangelist Posts: 428 Karma: 2370 Join Date: Jun 2006 Location: Germany Device: Nokia 770, Ilead, Cybook G3, Kindle DX, Kindle 2, iPad, Kindle 3, PW	If they really send out some order manually today while sitting on my money for 4 weeks now i'll just back post my creditcard payment as soon as my UPS tracking number will arrive. Then i'll enjoy seeing Irex run after their money ... start to get angry now

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07-11-2006, 09:43 AM	#14
ali Addict Posts: 302 Karma: 116 Join Date: May 2006 Device: Iliad, dude!	(edit: image belongs to the freakshow of pipingrad, which I love very much.)

07-11-2006, 09:48 AM	#15
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)	I know one thing for sure. iRex will have to learn alot (and they are in the process of doing so) about customer relationship, production of items, customs, UPS, payment methods, webshops, communication, closing deals with large companies, software development problems, remote work and lots more. I could cut them some slack, if they would communicate their problems. We all know, that they jumped into the business just after climbing out of a lab. So problems were to be expected. And i bet most of us early adoters would understand most of the problems that can arrise. So maybe we should just all leave the ranting thread and join riocaz beach and all have a major party.