Quote:
Originally Posted by BJonas
I bought my pocket pro in February of this year and up until about a month ago I had been a very satisfied Pocket Pro owner. When the firmware came out on April 2, I updated my ereader just like normal. I had no problems with the update at all but I noticed that my battery was only lasting about 5 hours from fully charged to completely dead. I rolled back the firmware to last update and had no problems doing that. My battery now lasts about 3 days.
At this point, I was at a loss with what to do so I called the Astak support line. The person on that line asked me what kind of computer I had and informed me that I should format my internal memory and reinstall the previous firmware. After this the support person got off the phone. I couldn't believe this. No waiting to see if I got through the process, no waiting to see if it fixed the problem...he just got off the phone. In case you don't know, you should not reformat the internal memory on a Mac because it doesn't format correctly. Fortunately I found a helpful thread on this forum and was able to use another soldier's computer to reformat my e-reader correctly. Having effectively been my own support department now, I reinstalled the firmware and discovered that I am still having the same battery life issues.
Once again I called back support (not an easy task when you are deployed to Iraq) and the support person finally agreed that perhaps the firmware update somehow ruined my battery. He had me give him my email address so he could email me to get my mailing address so he could send a new battery to test. Well it's been a week now and I haven't received any emails.
Its really such a shame because now I'm regretting buying a small-brand electronics device because of this terrible support. I realize that they probably can't afford a full-time staff like the big companies, but some principles of customer service apply no matter what size. I'm just hoping that RobertB will see this post and help me out. Thanks.
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Dear BJonas:
Sorry. We have had our head tech over in Taiwan for numerous weeks. I am not supposed to get involved with tech support issues; but soldiers are an exception to me.
HOW would you prefer we do this to solve your problem? Got a suggestion? I am proud of the Pocket PRO as it should be ideal for Iraq-deployed soldiers.
It sounds like you want us to mail a battery to you. Can you send me your full name and I will send you my personal email. Right now I am just trying to decide how to appraoch this. Let me have, in the PM, your full mailing (likely APO address) too so we can get that battery on the way if it is not already.
Be safe and be careful!! I mean that!! I made it through the Vietnam War... you can make it through Iraq.
Being also honest, we are buying a few new Macs. Our knowledge on Macs is not total yet and we are going to get there.