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Old 10-05-2008, 02:43 PM   #31
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You've obviously never dealt with Bookeen, then .
No, I haven't had that pleasure!

I think I get more annoyed by this since my career has been in the customer service area from entry level to executive levels and I just can't believe any company can be this unresponsive. I can only hope they give more focus to their BTB market, otherwise no matter how unique their offering may be they simply won't survive. I believe they have great technology, but are clueless in how to run a business. I would love to get in there and just rip it apart and put it back together the way any decently run company should be.
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Old 10-06-2008, 06:07 AM   #32
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I've ordered three iLiads, two direct for iRex and one from eReader Outfitters (the last one I wanted delivered to the US, so it seemed to make sense to order from a US company).

I have had better luck with iRex. The iLiad ordered from eRO arrived without a charger adapter. I queried eRO about this, both by phone and by email and got no response whatever. I've let the matter drop because I actually have a couple of adapters that I got with the other units, but I would not order from them again.
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Old 10-06-2008, 11:51 AM   #33
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I believe they have great technology, but are clueless in how to run a business. I would love to get in there and just rip it apart and put it back together the way any decently run company should be.
I think that, unfortunately, it's a very common failing of small tech companies. Great at innovation, lousy at customer service.
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Old 10-06-2008, 01:11 PM   #34
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I think that, unfortunately, it's a very common failing of small tech companies. Great at innovation, lousy at customer service.
Very true. Typically why the startup folks are not the best ones to run an established business. Innovation is their strong suit, not operations.
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Old 10-06-2008, 01:39 PM   #35
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And, as a reminder, they didn't intend to be in the direct-to-consumer business in the first place.

I'm beginning to wonder if they moved support in-house because they didn't want to pay for it at all.
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Old 10-06-2008, 01:57 PM   #36
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Here is a crazy idea. Get to iRex through there partner. Call or email E- Ink. They maybe no better because they may say we are not their direct customer. However their sales depend on companies that can sell their product. If they are made aware of the non-existent customer service at iRex and how it is making one rethink E-ink products in general then maybe some pressure will come from a place iRex cannot ignore.

http://www.eink.com/contact/index.html
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Old 10-06-2008, 05:40 PM   #37
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What are you all whining about? Until the devices arrive nothing can be said about the quality of the support.
It was stated on the site (ships within 5-10 days). I've been patiently waiting 9 days for shipping confirmation, I can wait another 5 and then I'll get nervous.
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Old 10-06-2008, 05:42 PM   #38
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Those of us who ordered on 22 September have been waiting eleven business days.,
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Old 10-06-2008, 05:50 PM   #39
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well, to play devil's Advocate/Tom Cruise:
"ships" != "arrives"
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Old 10-06-2008, 05:56 PM   #40
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well, to play devil's Advocate/Tom Cruise:
"ships" != "arrives"
True. But one would assumed shipped == shipped. Irex has successfully disproved that theorem.
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Old 10-06-2008, 05:59 PM   #41
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What are you all whining about? Until the devices arrive nothing can be said about the quality of the support.
It was stated on the site (ships within 5-10 days). I've been patiently waiting 9 days for shipping confirmation, I can wait another 5 and then I'll get nervous.
It is more than the number of days. Almost all businesses will respond to an email even if it is just to say sorry for your wait the reader will be out soon or in X number of days. iRex just stops communicating. Karel on the iRex Forum is like a ground hog. He pops up for a moment then answers a few questions and returns back into the hole. Everyone on the iRex forum site is screaming to communicate with him. The guys title is iRex Community Manager. He isn't a programmer taking on the forum as a second job. I am sure he has other responsibilities but this is another example of amazingly bad, I mean the worst I have ever seen customer service. It is just pitiful. So it really doesn't matter if all we are doing is whining. It is the responsibility of iRex to respond, period.
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Old 10-06-2008, 06:37 PM   #42
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What are you all whining about? Until the devices arrive nothing can be said about the quality of the support.
It was stated on the site (ships within 5-10 days). I've been patiently waiting 9 days for shipping confirmation, I can wait another 5 and then I'll get nervous.
Also, for those who ordered on the 22nd the store indicated "in stock" at that point. The "ships in 5 to 10 days" didn't get placed on the site until a few days later. Delays happen, but they seem to happen with iRex much more frequently. In addition, their absolute lack of response to any inquiry frustrates many people and is just poor business practice.
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Old 10-06-2008, 09:04 PM   #43
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The business behaviour of irex reminds me of Apple. A lot of freaks who would buy anything offered new and they don´t care about customer service.

I suspected that behaviour before so don´t order yet. Relax and wait until they have their act together.
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Old 10-06-2008, 11:57 PM   #44
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I don't see how iRex is similar to Apple. And since when Apple doesn't care about customer service?
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Old 10-07-2008, 10:28 AM   #45
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I don't see how iRex is similar to Apple. And since when Apple doesn't care about customer service?
For instance they don't care for older custormers. We have some PowerPC Macs at the university and they don't care to support Java 1.6 for that machines (only on Intel machines).

You can throw away your hardware and buy an Intel Mac?
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