OPEN LETTER: Astak Customer Service (Positive)

LJ Miehe · 02-10-2010, 01:01 PM

I just wanted to tell my story about dealing with Astak customer service and specifically Elliott. I purchased a 6" EZReader from a lady local to me. She was an early adopter and got one of the first models from the production line. She was not the most technically savvy so it had the original firmware install.

Me being technically inclined, the first thing I did was download the newest firmware and went through the installation process with no avail. I followed every suggestion I could find and it just would not hold. At that point I was not the happiest camper because I know much more of the value in these products are with updates and bug fixes through the life of the product.

I contact Astak next to get some assistance and to see if I was doing something wrong. They guided me through the steps and still it did not work.

At that point they offered to RMA it for me and update it in their facility free of charge.

That was a great move, being they are not a big name like Kindle, Sony or B&N, I felt that was the right call to stand in the customer service arena. So I got my info and sent it in.

(Now here is the good part) Once they got the unit they told me that they were having the same issue with the unit.

Note: At this point they "could" of done what other companies would do and send it back at my expense and tell me to purchase the newest unit and it was out of warranty. BUT NO, instead they sent me a fresh new unit in box with the latest firmware installed. NOW THAT IS CUSTOMER SERVICE.

So I want everyone who reads this to know this company in SERIOUS about making inroads into the eReader market and they have a great product and the service I can get behind. Maybe the EZReader doesn't have all the flash as other devices (yet), but its a darn good reader and it has the service that stands behind the product and that is a reason why I am hitching my horse behind Astak and will upgrade with their new eReaders in the future and heck I might get a couple IP Cameras to boot. That is my story and I hope you appreciate the sincerity because this is from my heart and the truth.

Astak

Davimee · 02-10-2010, 01:16 PM

That's awesome! Thank you for sharing! It just reinforces to me that I made the right decision to purchase from them. I can't wait to get mine!

Robertb · 02-10-2010, 01:55 PM

Quote:

Originally Posted by LJ Miehe

I just wanted to tell my story about dealing with Astak customer service and specifically Elliott. I purchased a 6" EZReader from a lady local to me. She was an early adopter and got one of the first models from the production line. She was not the most technically savvy so it had the original firmware install.

Me being technically inclined, the first thing I did was download the newest firmware and went through the installation process with no avail. I followed every suggestion I could find and it just would not hold. At that point I was not the happiest camper because I know much more of the value in these products are with updates and bug fixes through the life of the product.

I contact Astak next to get some assistance and to see if I was doing something wrong. They guided me through the steps and still it did not work.

At that point they offered to RMA it for me and update it in their facility free of charge.

That was a great move, being they are not a big name like Kindle, Sony or B&N, I felt that was the right call to stand in the customer service arena. So I got my info and sent it in.

(Now here is the good part) Once they got the unit they told me that they were having the same issue with the unit.

Note: At this point they "could" of done what other companies would do and send it back at my expense and tell me to purchase the newest unit and it was out of warranty. BUT NO, instead they sent me a fresh new unit in box with the latest firmware installed. NOW THAT IS CUSTOMER SERVICE.

So I want everyone who reads this to know this company in SERIOUS about making inroads into the eReader market and they have a great product and the service I can get behind. Maybe the EZReader doesn't have all the flash as other devices (yet), but its a darn good reader and it has the service that stands behind the product and that is a reason why I am hitching my horse behind Astak and will upgrade with their new eReaders in the future and heck I might get a couple IP Cameras to boot. That is my story and I hope you appreciate the sincerity because this is from my heart and the truth.

Astak

Dear LJMiehe:

Thank you so much!! I am grateful for your post and have copied it to Elliott.

We try really hard. We try to be different than the other companies. We are a small firm and I like us to keep a personal approach.

We do not please everybody all the time... but we really try to do so.

irenas · 02-10-2010, 03:32 PM

Wow! Good Job Astak!
I think i made up my mind !

Elfwreck · 02-10-2010, 04:37 PM

I think I need to bookmark this thread for when I'm suggesting possible ebook readers to friends on Livejournal/Dreamwidth. A lot of the fanfic crowd doesn't care about the ability to buy ebooks; they want something that will read content the get from the web, in whatever format it's in. (Lots of Word/HTML; some PDF; some other formats they've collected over time.)

I always suggest they look at the Astak readers. I'm happy to have a customer-service post to point them at as well.

Bilbo1967 · 02-10-2010, 04:52 PM

Good to see a positive experience reported. Thanks.

basschick · 02-10-2010, 09:51 PM

thanks for posting such a positive experience. makes me glad i bought my husband a pocket pro for christmas

Laura81 · 02-11-2010, 12:06 PM

That's great!

I'm having problems with my PP at the moment and Elliot is being very helpful as well. Astak do have great customer support even internationally! Which is a much harder thing to come by!

LJ Miehe · 02-11-2010, 07:06 PM

Quote:

Originally Posted by Laura81

That's great!

I'm having problems with my PP at the moment and Elliot is being very helpful as well. Astak do have great customer support even internationally! Which is a much harder thing to come by!

Elliot is great and he knows how to take care of a customer. Did like 50 pages of reading last night, I love this thing. I can't believe I waited so long to take the plunge. This and a iPad for newspapers and magazines and I will be in content heaven. Now I need to find out how get paid to read? Any suggestions?

SmartyPants · 02-11-2010, 07:07 PM

Aaaaaw... good on ya Astak!

Just dont become too big..

IndecisiveMe · 02-11-2010, 10:22 PM

I've been trying to decide which ereader to buy and I think this post just helped with that decision! I'm in Australia and buying overseas is a bit worrying for me as I've never done it. I'm worried about warranties and such. Hearing about Laura's problems have helped me with that a little.

Laura81 · 02-11-2010, 11:41 PM

IndecisiveMe, Go for it! I have been happy with my PP until now and since they are fixing it and giving me a new one, I am still happy. I'll probably have to wait a couple weeks to get it since it will be sent internationally but I do have my back up old ebook reader to tide me over until I get my replacement.

IndecisiveMe · 02-12-2010, 12:27 AM

That's great to know, Laura, thanks!

LJ Miehe · 02-12-2010, 01:27 PM

I finished my first book last night. Wheee, on to the next. Now I am reading about the Political Economy.

Robertb · 02-12-2010, 08:00 PM

Quote:

Originally Posted by IndecisiveMe

I've been trying to decide which ereader to buy and I think this post just helped with that decision! I'm in Australia and buying overseas is a bit worrying for me as I've never done it. I'm worried about warranties and such. Hearing about Laura's problems have helped me with that a little.

Dear Indecisive:

Actually, I sometimes think half the posts on the Astak Forum are from Australians. All pretty happy and posting away.

We are looking into ways to do something major for Australia. I cannot make any promises... but you may find more local support there in the future.

In the meantime, you, regretably, have my inane ramblings to deal with. I work for Astak... and we keep a good presence here. I agree... calling us from Ausieland (meant with all respect) is not optimum with the time difference. BUT... Elliott is only an email away at: support@astak.com. Yes, you do need to ship to us for warranty work... but we pay to ship it back to you! And the Pocket PRO is pretty reliable! I had about ten of them running around the clock at CES with a good thousand people playing with them who knew nothing about what they were doing. It was funny... I would look at them after ten minutes or so and somebody, sure enough, had them in the French, Spanish, or Danish language! Not a single one had a problem. I figure they got three years of use in 4-5 days. My body broke down during the show. The Pocket PROs never did!

IF you purchase by midnight (PST) on February 14... you get a free Mighty Bright MiniFlex LED eBook Reader Light!! Do not miss out!!

02-10-2010, 01:01 PM	#1
LJ Miehe Empirical Philosopher Posts: 16 Karma: 234 Join Date: Feb 2010 Location: Seattle, WA Device: Astak EZ Reader (6")	OPEN LETTER: Astak Customer Service (Positive) I just wanted to tell my story about dealing with Astak customer service and specifically Elliott. I purchased a 6" EZReader from a lady local to me. She was an early adopter and got one of the first models from the production line. She was not the most technically savvy so it had the original firmware install. Me being technically inclined, the first thing I did was download the newest firmware and went through the installation process with no avail. I followed every suggestion I could find and it just would not hold. At that point I was not the happiest camper because I know much more of the value in these products are with updates and bug fixes through the life of the product. I contact Astak next to get some assistance and to see if I was doing something wrong. They guided me through the steps and still it did not work. At that point they offered to RMA it for me and update it in their facility free of charge. That was a great move, being they are not a big name like Kindle, Sony or B&N, I felt that was the right call to stand in the customer service arena. So I got my info and sent it in. (Now here is the good part) Once they got the unit they told me that they were having the same issue with the unit. Note: At this point they "could" of done what other companies would do and send it back at my expense and tell me to purchase the newest unit and it was out of warranty. BUT NO, instead they sent me a fresh new unit in box with the latest firmware installed. NOW THAT IS CUSTOMER SERVICE. So I want everyone who reads this to know this company in SERIOUS about making inroads into the eReader market and they have a great product and the service I can get behind. Maybe the EZReader doesn't have all the flash as other devices (yet), but its a darn good reader and it has the service that stands behind the product and that is a reason why I am hitching my horse behind Astak and will upgrade with their new eReaders in the future and heck I might get a couple IP Cameras to boot. That is my story and I hope you appreciate the sincerity because this is from my heart and the truth. Astak

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02-10-2010, 01:16 PM	#2
Davimee Happy Wife & Momma Posts: 532 Karma: 1634 Join Date: Jan 2010 Location: USA Device: Purple Astak Pocket Pro! :)	That's awesome! Thank you for sharing! It just reinforces to me that I made the right decision to purchase from them. I can't wait to get mine!

02-10-2010, 03:32 PM	#4
irenas Zealot Posts: 101 Karma: 10 Join Date: Jan 2010 Location: Orange County Device: Astak EZ reader	Wow! Good Job Astak! I think i made up my mind !

02-10-2010, 04:37 PM	#5
Elfwreck Grand Sorcerer Posts: 5,187 Karma: 25133758 Join Date: Nov 2008 Location: SF Bay Area, California, USA Device: Pocketbook Touch HD3 (Past: Kobo Mini, PEZ, PRS-505, Clié)	I think I need to bookmark this thread for when I'm suggesting possible ebook readers to friends on Livejournal/Dreamwidth. A lot of the fanfic crowd doesn't care about the ability to buy ebooks; they want something that will read content the get from the web, in whatever format it's in. (Lots of Word/HTML; some PDF; some other formats they've collected over time.) I always suggest they look at the Astak readers. I'm happy to have a customer-service post to point them at as well.

02-10-2010, 04:52 PM	#6
Bilbo1967 Not scared! Posts: 13,424 Karma: 81011643 Join Date: Mar 2009 Location: Midlands, UK Device: Kindle Paperwhite 10, Huawei M5 10	Good to see a positive experience reported. Thanks.

02-10-2010, 09:51 PM	#7
basschick Wizard Posts: 1,096 Karma: 4695691 Join Date: May 2008 Device: Kindle Paperwhite	thanks for posting such a positive experience. makes me glad i bought my husband a pocket pro for christmas

02-11-2010, 12:06 PM	#8
Laura81 Addict Posts: 360 Karma: 407796 Join Date: Oct 2009 Location: Victoria, Australia Device: Paperwhite 5	That's great! I'm having problems with my PP at the moment and Elliot is being very helpful as well. Astak do have great customer support even internationally! Which is a much harder thing to come by!

02-11-2010, 07:07 PM	#10
SmartyPants Zealot Posts: 119 Karma: 46 Join Date: Jan 2010 Device: Kindle PW	Aaaaaw... good on ya Astak! Just dont become too big..

02-11-2010, 10:22 PM	#11
IndecisiveMe Addict Posts: 276 Karma: 106 Join Date: Jan 2010 Location: Melbourne, Australia Device: Pocketbook 360, Sony PRS-T1	I've been trying to decide which ereader to buy and I think this post just helped with that decision! I'm in Australia and buying overseas is a bit worrying for me as I've never done it. I'm worried about warranties and such. Hearing about Laura's problems have helped me with that a little.

02-11-2010, 11:41 PM	#12
Laura81 Addict Posts: 360 Karma: 407796 Join Date: Oct 2009 Location: Victoria, Australia Device: Paperwhite 5	IndecisiveMe, Go for it! I have been happy with my PP until now and since they are fixing it and giving me a new one, I am still happy. I'll probably have to wait a couple weeks to get it since it will be sent internationally but I do have my back up old ebook reader to tide me over until I get my replacement.

02-12-2010, 12:27 AM	#13
IndecisiveMe Addict Posts: 276 Karma: 106 Join Date: Jan 2010 Location: Melbourne, Australia Device: Pocketbook 360, Sony PRS-T1	That's great to know, Laura, thanks!

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02-12-2010, 01:27 PM	#14
LJ Miehe Empirical Philosopher Posts: 16 Karma: 234 Join Date: Feb 2010 Location: Seattle, WA Device: Astak EZ Reader (6")	I finished my first book last night. Wheee, on to the next. Now I am reading about the Political Economy.