Quote:
Originally Posted by HarryT
I've had nothing but prompt, courteous support from Bookeen. May I ask what bad experience you've had which makes you feel so negatively about them?
|
Absolute lack of responsiveness as to the controller question - I asked for a controller fix, just to see if this would help, before shipping it round trip to France (about $160). The only answer was - they have to look at the screen. Well, it's not as if I can just take it down the street - so let's try something else first, it might work. If not, let's go from there. Still, no fix. NONE. No answer. No reason for no fix. Just ignoring the request (repeated at least four times). Their answer (send device back, pay $160 plus approximately $200 for us to look at it) might have been courteous, but frankly, I don't care. It was not to the point, did not explain anything, and did not even attempt to address the issue, much less to resolve it. If this was a controller issue, and could be fixed by software fix - who would refund the shipping costs? I asked that too - no answer to that question either (not that I believe they would admit it was a controller issue).
If I did anything to the device (dropped it, had it in the bag with a laptop or a hammer) - I would understand that, and not bother to make that ruccuss, honestly. But it was ON THE BEDSIDE TABLE, WITH NOBODY TOUCHING IT when it broke. It was left for five minutes, I did not even switch it off. It was in it's covers (as always). It did not fall down - it was on the bedside table when I came back, it was still on, and those damn lines were on the screen. I did not have it in my bag for several days prior to the failure, it was just at home, in covers, without accidents, just regular use.
I felt I deserved a honest resolution to this, not just a standard "send it to us and we shall see" answer, therefore repeated requests to Bookeen. They should at least try to fix the known controller issue. If there is no controller issue, than there is a design issue (frankly, no device should be caused to break by lying on the flat surface with nobody touching it).
I've given it up as a bad job, will try to only buy french perfume (maybe, so far there's nothing that I really like) and cheese, as there is small likelihood of that needing a customer service. Every time I think of Bookeen's customer service, I'm fuming. This is absolutely the worst I have ever encountered (and I used to live in Europe, so I am familiar with some of the Eastern Europe's customer services). There's simply no way to get to the point answer from them, and that's that.
Dorota