Quote:
Originally Posted by ErwinOtten
And THIS is why Bookeen will go out of business, not because they have to replace 5 or 10 or 15 Gen3s, but because the very bad publicity they get by not doing so.
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The problem is their way of doing support. Just email is not a good idea. They need a support phone number for people to be able to call. We read of people not getting a response and having to send email more then once. HarryT suggest maybe the mail is getting lost or the mail server thinks it's spam. So if email is maybe getting loist, why not have a support form on they website where you can send Bookeen a message that won't get lost. If they have a phone number, people could call if they wanted. Bookeen needs to get back to customers in a timely manor.
The issue though is one of the customer getting charged for what the customer feels is a warranty repair. This is something that needs to be delt with. I know it's not easy to tell if the customer is telling the truth about the problem, but the customers who do have a screen break just like that will tell others about the issue more so then someone who gets it fixed under warranty.