11-18-2009, 03:59 PM | #1 |
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Broken cover--no response from Astak
I was hoping one of the Astak employees on here would help me out. I've had my 5" PocketPro for two weeks now. The reader started falling out of the cover last week. Then, one of the plastic pieces that holds the cover on broke off--it must have been getting loose. I emailed the company on the website and haven't gotten any response. I've been carrying it around in a plastic pocket that came with headphones but I'd really feel safer with the case. Thanks.
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11-18-2009, 06:42 PM | #2 |
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Update--I heard back from them and now wish I hadn't. THey told me that "if it bothered me," I could buy a new case for $15! I've had it for two weeks and they want me to pay to replace a defective case!
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11-18-2009, 07:40 PM | #3 | |
Astak Director, Bus. Devl
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First heard... resolving issue
Quote:
I work for Astak This is the first I have seen of this. Our customer service people should have just contacted you again to resolve this to your satisfaction. Please excuse that they are trained to listen to what happened and then react. We have never had a clip break. I took my case and threw it onto the floor hard several times without any problem. Those clips are built to last forever from what we can tell. So, this caught us by total surprise. However, we do appreciate your honesty; and I believe all is now taken care of. |
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11-20-2009, 10:30 AM | #4 |
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Robert-Thanks for the reply. I heard back from them--after I explained that I had only had the device for 2 weeks, they told me they'd send me a new cover. I think that they didn't understand my first email. Thanks for the follow up though. Lauren
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11-20-2009, 11:39 AM | #5 | |
Astak Director, Bus. Devl
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We are sorry for the confusion
Quote:
After your post we decided that I needed to go over good Customer Service with our newer tech people. They are much smarter than I and really know the technical side... but they are not yet used to talking with people and they needed to be taught to listen better and talk more upbeat and positive. I want them to reflect an image of trying to help and not one of trying to find a reason to say "no". It is wonderful to have the smart young minds... but technical people sometimes do not express enough compassion also. Thank you, Lauren!! |
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11-21-2009, 10:10 AM | #6 |
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Device: Sony PRS 650, PocketBook 360, Astak PocketPro (RIP), Tungsten T3
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You've never had a problem with the clips? Mine was broken on arrival. That was reported to customer service when I wrote them about the battery life problem (two weeks before the firmware upgrade). Fortunately, I already had a CaseLogic for the PRS 300 (long story), so it doesn't bother me too much.
Customer service never responded at all about the broken cover and never sent a follow up email that the new flash fixed the battery problem. The last official word I received on that issue was that I should turn it all the way off if I wanted to preserve the battery. I guess it's a good thing I read the forums. |
11-21-2009, 12:31 PM | #7 | |
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Quote:
Could it be, that SPAM filters are grabbing e-mail to support? |
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11-21-2009, 05:23 PM | #8 |
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11-21-2009, 05:25 PM | #9 | |
Wizard
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Quote:
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11-21-2009, 05:55 PM | #10 | |
Well trained by Cats
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Quote:
This is one of those times, that a Web based "support" request form, might be better option than e-mail, which can get lost as SPAM. As various support issues are identified, the various Context sensitive pull down menus can be populated as needed. |
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11-21-2009, 06:13 PM | #11 | |
Wizard
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Quote:
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