Quote:
Originally Posted by bookfanmd
RobertB -
I sent an email about the finish problems with my blue Pocket Pro to the support address very late Friday night and received a response from Amy W. within an hour after Astak opened up this morning. What happened is disappointing but so far the customer service has been outstanding. Thanks.
|
Dear Bookfanmd:
Thank you for letting us make things right.
Someone else this morning also had a good point... it is a new release and problems do pop up. I believe firmly that after all is made right... people like you and Griffonwing and many, many others are going to find that what they end up with is a great device.
I am surely not proud nor blind to the slate blue paint problem. I know we are getting in extra batteries to sell as spares or replace where applicable. We are laying in spare USB cables too just to be sure. We are making things right as fast and as painlessly as we can. On the other hand... I KNOW the frustration and I know several just feel it better to get a refund. Those people will be our big loss... but they will lose out too. Fundamentally, the unit is working very well. Overall, people are pleased and the reviewers are very happy and even excited about the Pocket PRO. By getting a refund you give up a great device. In 2-3 months the Pocket PRO will have a reputation for great reliability and be running trouble free.
I am proud that we have stood by our product well and that so many have praised Customer Service. I think, in the end, that will have made all the difference.