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Old 07-24-2006, 10:25 AM   #1
oliverbogler
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Care and Repair

Did you see the new items in the iRex shop - Care and Repair with denominations of 25, 50 and 100 Euros! An interesting approach to servicing... I have never seen something like this.
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Old 07-24-2006, 11:40 AM   #2
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Hmm, this is very ... uncommon. We definately need to find out, how to reinstall the system
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Old 07-24-2006, 11:43 AM   #3
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I tried to get Apple to fix the numerous bugs in the Mac OS X, but they won't even take my calls for less than 39 euro. I am not condoning the practice -- if anything I think it is a clear sign that capitalist society has gone too far in making companies untouchable, -- but it happens.
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Old 07-24-2006, 12:02 PM   #4
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It depends what they are there for.

I will be very annoyed if they want to charge me for the repair of a unit, that was clearly faulty.

On the other hands I can see them charging people to replace cracked screens or other mishaps.
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Old 07-24-2006, 12:03 PM   #5
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Thumbs up iRex customer service - excellent, IMO

I thought the tiered structure was interesting - perhaps you alert them to a problem, and they tell you which tier you need?

On another note, I have mentioned elsewhere that my order was skipped for shipping (because I ordered too soon from the US, and before the system was ready). I just wanted to say that the response from iRex to my problem was first rate - very quick, personal, friendly and to the point. My iLiad was shipped 'manually' today, and the VAT issue was also addressed.

We have discussed how iRex is a young company, with many startup problems, and that is true. But their customer service response was really good - Apple quality. This is an excellent sign for their future ... and so the future of everyone's favorite new eReader!!
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Old 07-24-2006, 12:05 PM   #6
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I was assuming that: 25 = re-installing operating system.
50 = something more
100 = cracked screen or similar.


As for their customer service, I agree. While I have had minor miggles with them, thus far they have been very quick and polite in all communication.

Hopefully their support will be the same.

Last edited by Riocaz; 07-24-2006 at 12:07 PM.
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Old 07-24-2006, 12:22 PM   #7
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"I tried to get Apple to fix the numerous bugs in the Mac OS X, but they won't even take my calls for less than 39 euro. I am not condoning the practice -- if anything I think it is a clear sign that capitalist society has gone too far in making companies untouchable, -- but it happens."

At least they have a bug-reporter: bugreport.apple.com
It's free, you just need to sign-up and sometimes you get feedback on fixed bugs.

Would be nice, if iRex would open such a bug-reporter as well, this would help them to gather bugs from users...
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Old 07-24-2006, 12:39 PM   #8
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they have mobileread to learn about bugs

and 25€ with (our without?) shipping would be a fair price for repairing (user-)bricked iliads.

Maybe i'll ask them what 25€ support will buy you.
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Old 07-24-2006, 01:53 PM   #9
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I think they just needed a quick and dirty way to handle credit card payments for repair costs if necessary. I don't think that these are fixed prices for fixed services.
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Old 07-25-2006, 05:59 AM   #10
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hm. i guess it's time for me to find it out.

see in the hacking thread for details.
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