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Kakyou · 10-23-2008, 02:29 AM

Another day and wow! another response!

I just read the Presidents blog update talking about the customer service and shipping problems, and while I find the excuse quite weak, I do think this is a dramatic improvement. Still not out of the woods yet.

oh yeah, and I still have a broken device. But things are definitely looking better.

--------------------------

Dear Mr. XXXXXXXXXXXX,

Thank you for indicating the exact leds. This makes the fault analysis easier: one sensor is broken or has a bad connection to the main board. Repair is needed by iRex in Eindhoven (NL)

were are checking how we can best collect your device. Do you still have the original product box? The fasted way to collect the device is if we sent you return labels (either by UPS or as a pdf that you can print and place on the package) and other shipment documents, like invoices etc.
If you can see to it that the product box is properly placed in a package with sufficient foam or other protective materials. This would be the fasted way to have it returned so we can analyze your DR1000 in our repair center. Also, this way we are paying for the shipment cost.

The shadow on the display is difficult to determine from the picture (thank you for the upload). We will have to examine this effect in the repair center as well.

kind regards,

10-23-2008, 02:29 AM	#9
Kakyou Member Posts: 16 Karma: 10 Join Date: Jul 2006 Device: Many	Status update 2 Another day and wow! another response! I just read the Presidents blog update talking about the customer service and shipping problems, and while I find the excuse quite weak, I do think this is a dramatic improvement. Still not out of the woods yet. oh yeah, and I still have a broken device. But things are definitely looking better. -------------------------- Dear Mr. XXXXXXXXXXXX, Thank you for indicating the exact leds. This makes the fault analysis easier: one sensor is broken or has a bad connection to the main board. Repair is needed by iRex in Eindhoven (NL) were are checking how we can best collect your device. Do you still have the original product box? The fasted way to collect the device is if we sent you return labels (either by UPS or as a pdf that you can print and place on the package) and other shipment documents, like invoices etc. If you can see to it that the product box is properly placed in a package with sufficient foam or other protective materials. This would be the fasted way to have it returned so we can analyze your DR1000 in our repair center. Also, this way we are paying for the shipment cost. The shadow on the display is difficult to determine from the picture (thank you for the upload). We will have to examine this effect in the repair center as well. kind regards,