[p38lightning]

To All,

My Icarus experience is a prime example of the old, old adage of "Caveat Emptor"!

Below is a copy of my final communication with Icarus. The original sent directly to Eindhoven is being refused at the address and the "company" will not pick it up despite repeated notices to do so. The last delivery attempt was on 8/29. My guess is that the copy sent to their CEO at his Florida address (where it was delivered) was read by him and he then told Eindhoven not to accept delivery of the original and/or ignore it. Suffice it to say that I will no longer deal with this company for any reason. Due to fees involved, I have chosen not to work through the Dutch equivalent of the "BBB" for a solution. Thanks to those of you who have been helpful in this matter. If you see Icarus advertising a "factory refurbished" Illumina, it is probably mine! Meanwhile, I have resurrected my fully converted and rooted Nook HD+ and will use it in conjunction with the ereader Prestigio app as my primary reader. I have always thought that the 8.9 inch screen size was the real "sweet spot" for me! Will continue to see what 8 inch readers appear over the next few months before making any additional expenditures at this point. Thanks again for all of your support through this expensive nightmare.

August 7, 2018
Inna Melnyk
Manager, Business Development
Distri Read B. V./Icarus Reader
Waldeck Pyrmontstraat 1A
5652 AD Eindhoven
Netherlands

Inna,

I have attached the pertinent information regarding my issue with Icarus regarding the return of my reader sent under RMA004000 that was issued to me on June 21.

In summation the issue is that the unit will not be returned to me unless I pay a stated charge for “Inspection” that led to the conclusion that it could not be repaired. In addition, I am expected to also pay a return shipping charge that has never been disclosed.

At the time I requested the RMA, I clearly stated that I had changed your updated software to a version of the parent Boyue software upon which you version is derived. I did this to fix an issue of the unit freezing while reading that your software update did not correct. This software change had no negative impact on the operation of the unit. Several months after having done this, the USB port “physically” failed and the unit could no longer charge or connect with my PC. This “physical” failure was in no way related to the software alteration.

I have been totally forthcoming regarding the software change throughout all of my frustrating communication with Icarus. I was told that what I did was “illegal”, that all warranty obligation was voided by my software change, that the unit could not be physically repaired, that I could purchase a new unit for 100 Euros (no shipping charge disclosed) and that if I wanted to get my unit back I would have to pay an “Inspection” charge of over 20 Euros and pay an undisclosed shipping charge.

If your “Support” group that issued the original RMA which knew all of the pertinent information about my unit from the start had done its job correctly, I should have been clearly told that since I had altered the software I would be accountable for any and all charges incurred if I sent the unit. Had I received that pertinent information at the time of the RMA request, I could have made an informed decision as to pursue that avenue or not. That information was not forthcoming and I dealt with Icarus in a completely honest and forthright manner until the inconsistent, laggardly communications and obstinate replies raised their ugly head(s).

To finally resolve this nightmare and textbook example of how a company should not handle its customer service and support issues, I have one final resolution to request. If you will furnish me with a reasonable return shipping charge that in no way includes the “Inspection” fee or any other spurious charges, I will be willing to pay half of it via Pay Pal. I have already expended just under 41.00 dollars (US) in sending the unit insured to you! I simply want my unit returned to me intact and without further delay.

I have done nothing wrong or that can be remotely construed as underhanded in dealing with Icarus from the start of this process and, unfortunately, I cannot state the same in terms of how my situation has been treated and repeatedly ignored.

I am requesting you intercession to finally resolve this in a way that has a minimal financial impact on Icarus and minimizes any further inconvenience for me regarding the rapid return of my unit.

I will be sending a copy of this to your CEO, Angel Ancin at a Florida/USA address I have obtained for him as an ”FYI”.

Thank you in advance for any and all assistance in ending this very bad experience with Icarus Support and Customer Service that need not have taken place had pertinent and timely information been provided.

Please feel free to use either of my email addresses furnished below to facilitate your response to me. I used both at times throughout this process and referenced the RMA number frequently.

10/27/2018 Final update on this fiasco!

Just returned from a two week travel through the Hudson River Valley and New England. Waiting for me in my mailbox was the returned and unopened envelope that I had sent the above in. There had been at least five attempts to deliver or have the recipient pick up, all of which were refused!!! I think my semi-paranoid theory of the CEO getting his copy in Florida before this one arrived in Holland led to the refusal.

What a disgraceful way to do business and so totally unnecessary with a cooperative and willing to compromise customer!!!

Still using my fully Android Nook HD+/eReader Prestigio software in its stead and quite pleased with the experience.

Wishing you all the best with this company in its checkered future!!!