MobileRead Forums - View Single Post - Screen fault, now Irex wants ME to pay for it!

EdwardHamer · 12-10-2007, 03:21 PM

Jack,
I understand your frustration.

I had been extremely pleased with the iLiad which I purchased in August. It provided everything I have been looking for and I had recommended it to a number of colleagues, friends and customers. That was until somebody accidentally leant on the screen and cracked it (not their fault, it was buried under some papers on my desk at work). That’s when my troubles started.

I contacted iRex and arranged to send the device to them for repair. I sent it off at the beginning of November and they must have received it about the 8th as they wrote to me to say how much it would cost and that I should buy vouchers to that value on their website. As it happened, I had to buy vouchers to a slightly higher value as they only go in increments of £57.14. I didn’t complain at the time because I needed to get the device repaired and thought it would be a small price to pay to get it back quickly.

Since then I have had to chase their technical support team a number of times to try to find out what is happening. I’ve tried writing directly and I’ve tried raising individual cases to obtain a reply, but they only reply about every fourth time I write, saying that they’re waiting a batch of the screens to come in.

As you can see, it’s now over a month since they received the device and they’re still unable (or unwilling) to tell me when they will be able to return the device to me.

From having been a really happy customer, I’ve become a very disgruntled one with insult having been added to injury by the fact that they’ve had £204 of my money (and the device of course) for over a month. I’m on the verge of telling them that they can keep the device and asking for my money back. This experience will, of course, colour my advice to others about the device.

12-10-2007, 03:21 PM	#16
EdwardHamer Junior Member Posts: 7 Karma: 10 Join Date: Dec 2007 Device: iRex iLiad	Screen Repair Jack, I understand your frustration. I had been extremely pleased with the iLiad which I purchased in August. It provided everything I have been looking for and I had recommended it to a number of colleagues, friends and customers. That was until somebody accidentally leant on the screen and cracked it (not their fault, it was buried under some papers on my desk at work). That’s when my troubles started. I contacted iRex and arranged to send the device to them for repair. I sent it off at the beginning of November and they must have received it about the 8th as they wrote to me to say how much it would cost and that I should buy vouchers to that value on their website. As it happened, I had to buy vouchers to a slightly higher value as they only go in increments of £57.14. I didn’t complain at the time because I needed to get the device repaired and thought it would be a small price to pay to get it back quickly. Since then I have had to chase their technical support team a number of times to try to find out what is happening. I’ve tried writing directly and I’ve tried raising individual cases to obtain a reply, but they only reply about every fourth time I write, saying that they’re waiting a batch of the screens to come in. As you can see, it’s now over a month since they received the device and they’re still unable (or unwilling) to tell me when they will be able to return the device to me. From having been a really happy customer, I’ve become a very disgruntled one with insult having been added to injury by the fact that they’ve had £204 of my money (and the device of course) for over a month. I’m on the verge of telling them that they can keep the device and asking for my money back. This experience will, of course, colour my advice to others about the device.