Currently, the delay to obtain a reply could be criticized. Don't forget the announced delays; see below. You could read this too :
https://www.mobileread.com/forums/sh...0&postcount=39
So, it's could be long (maybe), but I'm convinced that you obtain a reply, probably a new device to replace yours.
Quote:
ereader.store
Your message to ereader.store Customer Service
Your message has been sent successfully.
Message: ...
(This is an automated message which is not monitored for replies.)
Thank you for contacting Ereader.Store support!
We will answer as soon as possible.
Please be advised, many questions we receive have already been answered at our FAQ area or in replies to product questions (just after product description part). Please check it out to get instant access to many of the answers our customers are looking for.
IMPORTANT NOTE:
We want to let you know that we currently have a very high quantity of inquiries which unfortunately means our customers are waiting longer than they deserve. The reason for this is that we are shipping many hundreds of units in just a few days. Our answer time may be longer as expected. Our support team is working around the clock to improve the situation.
We truly apologize for the situation - all emails are being read and we have the greatest concern and care for our customers, however at the moment we’re simply overwhelmed with inquiries.
Meanwhile, please take a look at the following pieces of information that might clarify some of the questions you are raising:
HAVE YOU NOT RECEIVED YOUR ORDER YET?
At time of release of new and highly demanded products we have to prepare many hundreds of pre-orders in short time and processing in our shipping department takes a couple days longer than expected. Please don't worry. We are working overtimes in order to complete all pre-orders as soon as possible.
YOU HAVE RECEIVED A TRACKING LINK HOWEVER THE PROCESSING OF YOUR PACKAGE DOES NOT CURRENTLY SHOW ANY PROGRESS. Our shipping department prepares in advance shipping labels for all pre-orders in the forwarders software and therefor tracking links are always automatically provided to all pre-orderers at same time. However not all packages will leave our warehouse immediately after. Especially on release dates of new products we have to process a lot of pre-orders in short time and this causes kind of congestion / backlog in our shipping process. Therefore, it can happen, that it could arise a gap of a couple of days between label creation and physical dispatch of the sending.
DOES YOUR DEVICE NOT ACTING UP AS EXPECTED?
We are happy to assist you in case you are experiencing any issues with your purchase. We assure you, that our team is carefully monitoring feedback of our customers and we are permanently working on solving of all appearing problems and on implementation of your interesting ideas. Our updates, especially for new devices, are very frequent and you definitely will be happy with your device. Additionally, you are always eligible for a full refund/replacement unit according to our terms and conditions when returning/claiming a faulty unit. Please do, however, allow for a bit of processing time as these requests have to be handled manually.
HOW LONG DO I HAVE TO WAIT TO HEAR FROM EREADER.STORE?
Here’s how long you can expect to wait, based on your support request type:
Critical functional issues with your device, accessories or applications: 2-3 business days
Troubleshooting of minor issues: 2-5 business days
Complete return process to get your purchase refunded: About 14 days for return shipment, product inspection, approval and refund of purchase amount.
Shipment, VAT/duties/fees questions: About one 3-5 days
Other inquiries: 5-7 business days or more, as we are focusing on our customers needs before answering sales or business requests
A SMALL COMPANY OF E-READER DEVELOPERS AND ENTHUSIASTS
We want to be honest about our current challenges in providing you with the urgent support you need. Please know we are a small company that truly wants to delight our customers. We listen to everyone who sends us emails, we work hard to improve and will not stop until we can give you the service you need and expect.
Thank you for your patience!
|