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Snuffi · 02-11-2008, 03:30 AM

Well, so far still no cover. I've complained to Bookeen last week (sent to both addresses I had plus sent the same thing from another account -> I told them in the mail that I would do that so they wouldn't think they get spammed) and got a three sentence reply telling me that 1) all the missing items were sent between 24th and 31st of January 2) my particular parcel was sent on the 31st and 3) I should wait a couple of days.
So much for an apology that the written statement I received last time (that I would receive the items by the end of the month) proved not true.

As they sent it via standard mail there is no way for me to find out where the package is and if they even sent it. Mail from Paris to Vienna takes 2-3 business days maximum, there are trains carrying the mail two times a day, so if it hasn't arrived after 6 business days the package has either not been sent or if lost. Yet, all I can do is wait and complain again until they can make up their mind to inquire at their postal service (I assume they at least sent it registered or how would they make sure the package would reach the destination?).

I'm not usually distrustful but in my eyes this is fishy: Before Christmas they told me they'd send it right away, which turned out to be not true. Then they told me that I'd receive it by the end of January, which again didn't hold true (especially if you take into account that they themselves told me now that they sent it on the 31st). Now that the package doesn't arrive and after keeping me waiting for some time, they'll probably tell me it must have gotten lost on the way. I'm sorry to say but after all that plus all that I read here about other people's experience it seems highly unlikely that this company is so singularly unlucky that their emails and parcels get lost all the time.

I also complained to them about the service and the fact that already two times their given dates of delivery did not hold true. I said that I feel sorry that even though their device is very good in my opinion that I cannot recommend buying it to anyone because the delievery and the service is painfully time consuming and it is up to the customer to keep bugging them about a new date (and probably several times to get one reply back).

I expected a small apology, some copy and pasted blabla about how they are sorry that something went wrong in my case and that they were working hard to improve their service in the future like all the other companies do. But they didn't even bother to comment on anything I wrote. Just the three-liner letting me know that I should wait.

If they are working on improving their customer service as they said on their blog progress is slow...

02-11-2008, 03:30 AM	#50
Snuffi Addict Posts: 245 Karma: 718 Join Date: Dec 2007 Location: Vienna Device: Pocketbook Pro 612, Bookeen Cybook Gen3	Well, so far still no cover. I've complained to Bookeen last week (sent to both addresses I had plus sent the same thing from another account -> I told them in the mail that I would do that so they wouldn't think they get spammed) and got a three sentence reply telling me that 1) all the missing items were sent between 24th and 31st of January 2) my particular parcel was sent on the 31st and 3) I should wait a couple of days. So much for an apology that the written statement I received last time (that I would receive the items by the end of the month) proved not true. As they sent it via standard mail there is no way for me to find out where the package is and if they even sent it. Mail from Paris to Vienna takes 2-3 business days maximum, there are trains carrying the mail two times a day, so if it hasn't arrived after 6 business days the package has either not been sent or if lost. Yet, all I can do is wait and complain again until they can make up their mind to inquire at their postal service (I assume they at least sent it registered or how would they make sure the package would reach the destination?). I'm not usually distrustful but in my eyes this is fishy: Before Christmas they told me they'd send it right away, which turned out to be not true. Then they told me that I'd receive it by the end of January, which again didn't hold true (especially if you take into account that they themselves told me now that they sent it on the 31st). Now that the package doesn't arrive and after keeping me waiting for some time, they'll probably tell me it must have gotten lost on the way. I'm sorry to say but after all that plus all that I read here about other people's experience it seems highly unlikely that this company is so singularly unlucky that their emails and parcels get lost all the time. I also complained to them about the service and the fact that already two times their given dates of delivery did not hold true. I said that I feel sorry that even though their device is very good in my opinion that I cannot recommend buying it to anyone because the delievery and the service is painfully time consuming and it is up to the customer to keep bugging them about a new date (and probably several times to get one reply back). I expected a small apology, some copy and pasted blabla about how they are sorry that something went wrong in my case and that they were working hard to improve their service in the future like all the other companies do. But they didn't even bother to comment on anything I wrote. Just the three-liner letting me know that I should wait. If they are working on improving their customer service as they said on their blog progress is slow...