Anyone else unable to get emails from TechSupport? My paint is pealing... again

[nimblem]

So, I have written techsupport and I havent recived a response back yet (wrote them on Thursday). I am thinking it's my email rather the company not responding since this is the second time I have had to contact them for a an issuse with my PP. The first time I emailed good ol' Elliot and although he said he responded I didn't get that email, and went for around a week without my RMA # to exchange my device due to paint problems..... Has anyone had this problem with hotmail other than me?

No, the emails are not going into the junk folder
No, he's not blocked
Yes, I am sure I emailed the right address.
Yes, he has my propper address.

Anyhow, the paint on my new PP is pealing now... UGH!! Anyway I can get one sent out and then return this one (I am not going to steal it, I promise I will send back the defected one, I realize that was a problem in the past)? I know the turn around time is fairly fast but this is the second time I have had the same problem with two differant devices. Maybe change colors since the red one seems to be the most common paint problem? I can't go without my reader since my school books are saved on the SD Card. Plus, my husband is a bit irriated with the paint defects at this point and is suggesting we go with a diff. brand, which I refuse to do.


BTW... I don't want to sound some of the ranting posts that only complain about the product. I love my reader and IMO ezreader has the best reader for the money with the most options. I am not upset I just want to get a reader that is defect free

[Robertb]

Originally Posted by nimblem

So, I have written techsupport and I havent recived a response back yet (wrote them on Thursday). I am thinking it's my email rather the company not responding since this is the second time I have had to contact them for a an issuse with my PP. The first time I emailed good ol' Elliot and although he said he responded I didn't get that email, and went for around a week without my RMA # to exchange my device due to paint problems..... Has anyone had this problem with hotmail other than me?

No, the emails are not going into the junk folder
No, he's not blocked
Yes, I am sure I emailed the right address.
Yes, he has my propper address.

Anyhow, the paint on my new PP is pealing now... UGH!! Anyway I can get one sent out and then return this one (I am not going to steal it, I promise I will send back the defected one, I realize that was a problem in the past)? I know the turn around time is fairly fast but this is the second time I have had the same problem with two differant devices. Maybe change colors since the red one seems to be the most common paint problem? I can't go without my reader since my school books are saved on the SD Card. Plus, my husband is a bit irriated with the paint defects at this point and is suggesting we go with a diff. brand, which I refuse to do.


BTW... I don't want to sound some of the ranting posts that only complain about the product. I love my reader and IMO ezreader has the best reader for the money with the most options. I am not upset I just want to get a reader that is defect free

Dear nimblem:

I think there is a problem with your email! I will send your post to Elliott and ask him to resend.

[nimblem]

Thanks Robert... I hate to be that anonnying customer that never goes away....sorry!

[Robertb]

Originally Posted by nimblem

Thanks Robert... I hate to be that anonnying customer that never goes away....sorry!

Dear Nimblem:

Send me a PM with your email address and let me email to you to see if you get mine! Let's find a way to work around this.

You are NOT annoying at all and I think of you as a good and well-intentioned person!

[Spiffy]

Originally Posted by Robertb

Dear Nimblem:

Send me a PM with your email address and let me email to you to see if you get mine! Let's find a way to work around this.

You are NOT annoying at all and I think of you as a good and well-intentioned person!

Hi, Robert

I myself emailed support last night (support@astak.com, right?) about my own paint peeling issue. Perhaps we can use me as a test case.

Obviously there's probably no exact answer to "how long do they usually take to respond", but perhaps we can establish a general pattern (an hour, a half day, a day, several days, etc.). Although I suppose time zones might interfere (I'm East coast and if they're West coast they'd have only just showed up for work, yes?).

Unlike nimblem, I'm using Gmail as my main contact, not Hotmail. One thing I DID do was to make sure to add "support@astak.com" into my addressbook, which I think "whitelists" something automatically and avoids the spam filter. That said, if the return email is coming from some other email address (I can imagine perhaps "support" being a generic "inbox" but people responding back to us from other accounts) that might not work.

I actually DID try phoning the toll free number earlier yesterday (definitely during the business day--no matter which coast you're on) and kept getting a phone message. Admittedly I didn't leave a response, but I guess that's my personal quirk at hating playing phone tag. If we can resolve stuff by email (I mean I had to email a photo of the unit ANYWAY) its much better time management.

[Spiffy]

Okay, so at this point its 2:30pm my local time. If I'd want to be assured of getting this out in the mail today, I'd have to start packing it up in the next 90 minutes or so.

Assuming the support is West coast, not East like me, then its 11:30 there. In other words, around 2 1/2 hours since go time in the morning.

My next step is trying to call I guess. This time I'll leave a voice message. Either that, or chalk up this not going for at least another day.

[rainingbooks]

Maybe they aren't sure what "pealing" means.

[Robertb]

Originally Posted by Spiffy

Okay, so at this point its 2:30pm my local time. If I'd want to be assured of getting this out in the mail today, I'd have to start packing it up in the next 90 minutes or so.

Assuming the support is West coast, not East like me, then its 11:30 there. In other words, around 2 1/2 hours since go time in the morning.

My next step is trying to call I guess. This time I'll leave a voice message. Either that, or chalk up this not going for at least another day.

Dear Spiffy:

I will check into all of this.

Meanwhile, you can call: 1-408-452-8788 Ext. 158 and definitely get thru. Our hours are 9:15 a.m. to 6:45 p.m. as we all have to interface woth Taiwan and China and their morning is our afternoon.

Send me a PM and I will email you direct if need be. Send me your real name and address so I can crack the whip... thus making the Evil PM hate me even more!!

[Spiffy]

Originally Posted by Robertb

Dear Spiffy:

I will check into all of this.

Meanwhile, you can call: 1-408-452-8788 Ext. 158 and definitely get thru. Our hours are 9:15 a.m. to 6:45 p.m. as we all have to interface woth Taiwan and China and their morning is our afternoon.

Send me a PM and I will email you direct if need be. Send me your real name and address so I can crack the whip... thus making the Evil PM hate me even more!!

Hi, Robert

I called around 2:45 Eastern Standard Time (about 10 minutes after I wrote that last message--and about 3 hours before now, 5:42pm EST--when I'm posting this). As I had the day before, I got a recording when I transferred to extension 158, but this time I left a message. I referred back to my email (giving both my telephone number and my email address as part of the message) and also reiterated the basic information from my email as well.

So far, no response via either email or phone. That's not really that shocking or anything, especially if someone has the day off, but if the point here was to see if nimblem's problems are typical, we've at least established that there's some response delay, even if its not that extreme yet. 3 hours delay on a callback, and (at this point) around 20 hours since my initial email (sent at 8PM EST yesterday) isn't that bad yet.

I will indeed send you a PM, momentarily.

[Robertb]

Dear All:

Just so all know, Spiffy did PM me and at the same time his email from Astak did arrive.

I will be standing by in case any more trouble.

I had a talk with our techs before his PM and I think the message got accross.

In any case, I am here if ever any communication problems.

[Spiffy]

Yes, I can confirm this. Astak's email did show up in my Gmail account--ergo nothing was blocked from my email.

Whether the same is true of nimblem's setup, in Hotmail, I can't say. But I WILL suggest what I did--adding "support@astak.com" to your address books. I think that assures "whitelisting" in most email systems.

[nimblem]

Originally Posted by rainingbooks

Maybe they aren't sure what "pealing" means.

haha it was late!!! But thanks for correction

[Robertb]

Originally Posted by Spiffy

Yes, I can confirm this. Astak's email did show up in my Gmail account--ergo nothing was blocked from my email.

Whether the same is true of nimblem's setup, in Hotmail, I can't say. But I WILL suggest what I did--adding "support@astak.com" to your address books. I think that assures "whitelisting" in most email systems.

Dear Spiffy:

I am happy at least we did get an email through to you and things arwe proceeding.

You have a great idea on assuring whitelisting and I appreciate your help to Nimblem!!

My tech assures me he did send the RMA # to you around 1:00 p.m. PDT. Once it gets here I will press for immediate turnaround.