Contacting Support

nimblem · 01-18-2010, 06:20 PM

So, I called and left a phone message as well as an email about a week ago when my PP started freezing up and I have not heard back from them. Today I notcied that the paint was pealing up on the side of the reader and I was asked to send an email with pictures of the paint problem along with my shipping info for a replacement. My question is how long does it normally take to get a response from astak? I have never heard anything negitive about thier support, so I am wondering if I am going about getting help the wrong way. Anyone know about how long I need to wait for a response for my replacement before checking back with them? I just wrote the email for the replacement around noon, so it's only been a few hours on that email. However, as I always stated I never did get a reply regaurding the freezing screen.

Thanks

Davimee · 01-18-2010, 06:33 PM

Nimblem, I don't have any help regarding the customer support, but I do have a question... is yours a colored Pocket Pro or the black or white? I've read there's been problems with the paint peeling on the colored ones, but I thought that was fixed... it might help me with my decision of buying the purple or black. Thanks.

nimblem · 01-18-2010, 07:15 PM

It's a red one... but I like the colors and I will go back to a colored one. I want the pink if possible... but... not sure if that will happen

Davimee · 01-18-2010, 07:20 PM

Ok, well hopefully you'll hear back from them soon! From what I've seen here on the boards, the customer service is pretty good.

And I wonder what it is that makes the paint peel on the colored ones... makes me think maybe I should get black instead of purple, just in case... Decisions, decisions!

Robertb · 01-18-2010, 07:39 PM

Quote:

Originally Posted by nimblem

So, I called and left a phone message as well as an email about a week ago when my PP started freezing up and I have not heard back from them. Today I notcied that the paint was pealing up on the side of the reader and I was asked to send an email with pictures of the paint problem along with my shipping info for a replacement. My question is how long does it normally take to get a response from astak? I have never heard anything negitive about thier support, so I am wondering if I am going about getting help the wrong way. Anyone know about how long I need to wait for a response for my replacement before checking back with them? I just wrote the email for the replacement around noon, so it's only been a few hours on that email. However, as I always stated I never did get a reply regaurding the freezing screen.

Thanks

Dear nimblem:

You can call: 1-866-368-8788 and ask for ELLIOTT!! Or email Elliott at: support@astak.com.

Iris, who was our pride and joy on Customer Service left last week and perhapsthis is the delay.

I want to also ride herd on this!! Yes, all the paint problems are long since supposed to be over!! SO... I want you happy and it is depressing to hear you had any problem.

Normally we are very prompt!! Tell Elliott that Robert B Stressed that we need to get this done!!

Did you send the address for the replacement yet?? If not, please do so!!

THIS paint thing has long since gone away. I want to get to the bottom of this and get you happy!!

wilke1969 · 01-19-2010, 12:43 PM

I sent back my red pp I got for Christmas 2 weeks ago. It froze up. They called yesterday and said they were sending out a new one but were out of the red, so asked if I wanted to wait for red to restock... or choice between a white or black. So.... a white one is on the way to me. Ya .
Susan

Robertb · 01-19-2010, 12:53 PM

Quote:

Originally Posted by wilke1969

I sent back my red pp I got for Christmas 2 weeks ago. It froze up. They called yesterday and said they were sending out a new one but were out of the red, so asked if I wanted to wait for red to restock... or choice between a white or black. So.... a white one is on the way to me. Ya .
Susan

Dear Susan:

Good!! At least we got you moving forward. I am sorry that you have the agravation of returns... but I am happy that the white was acceptable!! We are going to make you very happy yet!!

I appreciate your post and am sure you will love the white!!

nimblem · 01-19-2010, 12:57 PM

I may end up having to call them back again.... :s, as I still haven't gotten an email back. Guess I will try my luck with Elliott, and see when I can expect a replacement.

nimblem · 01-19-2010, 04:50 PM

I contacted Elliott today and he stated that my reader would be replaced... Is there anyway to have a new one shipped out before returning the old one? I just hate to have to stop reading my book in the middle of it and wait for an exchange to take place...

Robertb · 01-19-2010, 08:33 PM

Quote:

Originally Posted by nimblem

I contacted Elliott today and he stated that my reader would be replaced... Is there anyway to have a new one shipped out before returning the old one? I just hate to have to stop reading my book in the middle of it and wait for an exchange to take place...

Dear Nimblem:

We tried that once. Never saw either one back. Please understand that we want you to get the replacement promptly but we need the bad one back so we can do a proper RMA and get credit from the factory.

I hate standing on rules... but there are rules set by management that are very rational and normal. You, my friend, may be VERY honest but not all are like you! Please understand. I am trying my best!

nimblem · 01-19-2010, 08:40 PM

It's cook hun, I understand.

CrimsonCherries · 01-20-2010, 08:12 PM

I have a maroon one, too. The paint was peeling on my original Pocket Pro and I got it replaced in September. But from reading the forums, the timing of my replacement must've made it from the first batch, which would explain why my replacement Pocket Pro started peeling very badly starting last month. I just sent mine off for another replacement last week and the tracking # showed it arrived yesterday. It took a few days to get responses as everyone was at CES. I ended up with two RMA #s! LOL

Anyway, I love my Pocket Pro and miss having it handy in my purse. I hope they send my replacement quick as I'm having withdrawal symptoms.

Robertb · 01-20-2010, 09:28 PM

Quote:

Originally Posted by CrimsonCherries

I have a maroon one, too. The paint was peeling on my original Pocket Pro and I got it replaced in September. But from reading the forums, the timing of my replacement must've made it from the first batch, which would explain why my replacement Pocket Pro started peeling very badly starting last month. I just sent mine off for another replacement last week and the tracking # showed it arrived yesterday. It took a few days to get responses as everyone was at CES. I ended up with two RMA #s! LOL

Anyway, I love my Pocket Pro and miss having it handy in my purse. I hope they send my replacement quick as I'm having withdrawal symptoms.

Dear CrimsonCherries:

Thank you. I am very pleased you are still loving your Pocket PRO. We are prompt on replacements. Any problems: call Elliott at: 1-866-368-8788. Or... send me a PM!! I very much want you happy!! Do NOT understand how you got two that wrinkled!! I will look into that!!

CrimsonCherries · 01-20-2010, 10:53 PM

Quote:

Originally Posted by Robertb

Dear CrimsonCherries:

Thank you. I am very pleased you are still loving your Pocket PRO. We are prompt on replacements. Any problems: call Elliott at: 1-866-368-8788. Or... send me a PM!! I very much want you happy!! Do NOT understand how you got two that wrinkled!! I will look into that!!

Thanks, Robert! It was difficult to part with since I take it everywhere with me, but the peeling and wrinkling started accelerating the past few weeks. The wrinkling in the back was kinda weird - the skin was expanding and wrinkling, but not actually peeling, like it was trying to shed its skin or something. LOL I was tempted to see what would happen, but I couldn't handle the peeling/flaking paint on the front anymore. I really do prefer the textured coating so I returned it for a replacement.

By the way, I love the color of the maroon, which is a darker, more muted red. It was odd, but the original Pocket Pro I got was a lighter red. I'm hoping that this next replacement is the same darker red as the one I just returned.

1/21/10 Edit: Darn - Astak is out of the maroon. Estimated time for next maroon shipment is in one month. I can't wait that long as I'm anxious to start using my Pocket Pro again. I told Ruby I could wait up to a week and she said she'll check with the factory to see if they can ship it sooner. If they can't, I've requested a blue one.

01-18-2010, 06:20 PM	#1
nimblem Addict Posts: 304 Karma: 7102 Join Date: Dec 2009 Device: Pocket Pro, Kindle Dx	Contacting Support So, I called and left a phone message as well as an email about a week ago when my PP started freezing up and I have not heard back from them. Today I notcied that the paint was pealing up on the side of the reader and I was asked to send an email with pictures of the paint problem along with my shipping info for a replacement. My question is how long does it normally take to get a response from astak? I have never heard anything negitive about thier support, so I am wondering if I am going about getting help the wrong way. Anyone know about how long I need to wait for a response for my replacement before checking back with them? I just wrote the email for the replacement around noon, so it's only been a few hours on that email. However, as I always stated I never did get a reply regaurding the freezing screen. Thanks

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01-18-2010, 06:33 PM	#2
Davimee Happy Wife & Momma Posts: 532 Karma: 1634 Join Date: Jan 2010 Location: USA Device: Purple Astak Pocket Pro! :)	Nimblem, I don't have any help regarding the customer support, but I do have a question... is yours a colored Pocket Pro or the black or white? I've read there's been problems with the paint peeling on the colored ones, but I thought that was fixed... it might help me with my decision of buying the purple or black. Thanks.

01-18-2010, 07:15 PM	#3
nimblem Addict Posts: 304 Karma: 7102 Join Date: Dec 2009 Device: Pocket Pro, Kindle Dx	It's a red one... but I like the colors and I will go back to a colored one. I want the pink if possible... but... not sure if that will happen

01-18-2010, 07:20 PM	#4
Davimee Happy Wife & Momma Posts: 532 Karma: 1634 Join Date: Jan 2010 Location: USA Device: Purple Astak Pocket Pro! :)	Ok, well hopefully you'll hear back from them soon! From what I've seen here on the boards, the customer service is pretty good. And I wonder what it is that makes the paint peel on the colored ones... makes me think maybe I should get black instead of purple, just in case... Decisions, decisions!

01-19-2010, 12:43 PM	#6
wilke1969 Junior Member Posts: 5 Karma: 10 Join Date: Jan 2010 Location: St. Louis, Mo Device: Astak pp	I sent back my red pp I got for Christmas 2 weeks ago. It froze up. They called yesterday and said they were sending out a new one but were out of the red, so asked if I wanted to wait for red to restock... or choice between a white or black. So.... a white one is on the way to me. Ya . Susan

01-19-2010, 12:57 PM	#8
nimblem Addict Posts: 304 Karma: 7102 Join Date: Dec 2009 Device: Pocket Pro, Kindle Dx	I may end up having to call them back again.... :s, as I still haven't gotten an email back. Guess I will try my luck with Elliott, and see when I can expect a replacement.

01-19-2010, 04:50 PM	#9
nimblem Addict Posts: 304 Karma: 7102 Join Date: Dec 2009 Device: Pocket Pro, Kindle Dx	I contacted Elliott today and he stated that my reader would be replaced... Is there anyway to have a new one shipped out before returning the old one? I just hate to have to stop reading my book in the middle of it and wait for an exchange to take place...

01-19-2010, 08:40 PM	#11
nimblem Addict Posts: 304 Karma: 7102 Join Date: Dec 2009 Device: Pocket Pro, Kindle Dx	It's cook hun, I understand.

01-20-2010, 08:12 PM	#12
CrimsonCherries Junior Member Posts: 7 Karma: 10 Join Date: Sep 2009 Device: EZ Reader Pocket Pro	I have a maroon one, too. The paint was peeling on my original Pocket Pro and I got it replaced in September. But from reading the forums, the timing of my replacement must've made it from the first batch, which would explain why my replacement Pocket Pro started peeling very badly starting last month. I just sent mine off for another replacement last week and the tracking # showed it arrived yesterday. It took a few days to get responses as everyone was at CES. I ended up with two RMA #s! LOL Anyway, I love my Pocket Pro and miss having it handy in my purse. I hope they send my replacement quick as I'm having withdrawal symptoms.