e-reader store problems

[sinisterpenguin]

Hi guys, I posted this on a thread last week, but got no reply. I'm posting it again because I'm still without my e-reader and e-reader store aren't replying to my messages... maybe this will make them respond...

I was wondering if any of you had problems with the e-reader store?

I bought an M92 from them last year and around a month or more ago the screen malfunctioned. They took ages to repair it and then sent it to the wrong address (in a different country, I moved house. I'd informed them off the change and they even managed to write my new address on the box but then sent it via DHL to the old address).

I've been asking to get my e-reader back, it's currently sitting with inlaws in a different country, and e-reader store offered me a measly 12 euro to help with postage (I can't find anything cheaper than 50 online). Not only that, but they took more than a week to reply. I think it's their mistake and that they should fix it, but to be honest it seems like they don't care at all.

I know other people have had good experiences with them, so I was surprised at how unprofessional and then unapologetic they were.

Any thoughts?

[sinisterpenguin]

I suppose all I can do is keep posting here and keep sending them messages in the hope they'll find a way to return my e-reader to them. I understand they must be a small outfit, but I would have thought that they might care a little more about their customers. Does anyone from ereader store read these forums? Booxtor?! Anyone?!

Does anyone have a telephone number for them? I need the e-reader for work urgently!

[tuxor]

Yes, of course, the telephone number is on their web page: http://ereader-store.de/de/content/4-impressum There you'll also find their email address. Please keep contacting them and keep us up to date about the progress.

[Randy11]

Booxtor said that for this type of problem, the customer must use the "Contact" page of http://ereader-store.eu.

Many users (me, for example) bought their device in this site without any problem. And many problem were solved by Booxtor..

You situation could be, for any vendor, difficult with your two address.

[Dr. Drib]

Originally Posted by Randy11

Booxtor said that for this type of problem, the customer must use the "Contact" page of http://ereader-store.eu.

Many users (me, for example) bought their device in this site without any problem. And many problem were solved by Booxtor..

You situation could be, for any vendor, difficult with your two address.

The OP made it quite clear - in his explanation to us - where it needed to be shipped.

This is a level of incompetence on Booxter's part that is appalling and unprofessional, and one that has the potential to erode their buyer's base.

[sinisterpenguin]

Originally Posted by Dr. Drib

The OP made it quite clear - in his explanation to us - where it needed to be shipped.

This is a level of incompetence on Booxter's part that is appalling and unprofessional, and one that has the potential to erode their buyer's base.

Thanks guys for the tip on the phone number. I called and spoke with, I assume, Booxter, but the line was quite bad. He agreed to ship the e-reader back from my inlaws to his office, and then send it on to me. I don't know why he can't just arrange to have it sent striaght to me, but there you go.

The address where I am now living was even written on the box that he sent to my inlaws, but then my old address was somehow written over the top (I've not seen it, just been told by my family). I tried to explain this to him, but he didn't get it and then blamed me for not updating my address in their database.

I know mistakes are made, and I don't mind that, it's the slowness of the response that's annoying. I sent the e-reader on August 8th, it's now September 26th, and I'm very reliant on the reader for my work.

Hopefully I'll get it next week.I'm sorry for making a fuss here.

[Dr. Drib]

I'm extremely close to making this a moderator notice on Booxter's seeming tardiness to get your M96 back to you.

sinisterpenguin - Keep us informed, please, about the outcome of this incident.

[Booxtor]

Originally Posted by Dr. Drib

I'm extremely close to making this a moderator notice on Booxter's seeming tardiness to get your M96 back to you.

sinisterpenguin - Keep us informed, please, about the outcome of this incident.

Guys,
it is very easy to update your address in the database. It helps avoid situations like above. If you just expect your service to read your current address from the (often hand written and unreadable) label from the box - you are wrong. After opening of the box we :
1. look for a copy of invoice to be able to assign the sending to the customer in our database.
2. look for existing contact messages from this customer in the database, where he could describe what is the problem with his device.
3. generate a new case in our database and prepare shipping documents.
4. do expertise with the device, repair it if needed (often we have to deal just with discharged battery) and send it back to the customer.


If a customers did not mention in his contact messages his changes regarding a new address or did not change his address in our database, the package could go to a wrong address like in the case above. Even an inserted in the box piece of paper with request to send it to a different address could be overlooked in the workshop.

In case above after customer has noticed, that we sent it to wrong address:
1. the sending should not be collected by relatives of customer from the post office - after his message I sent request for return to DHL and it could be already returned free of cost..
2. I did not know what is the price for shipping from Hungary to UK. I offered to compensate it, but he asked for 50 GBP (64 EUR), which is really too much.
3. I also cannot arrange transfer between Hungary and UK. I can arrange transfers from Germany or returns to Germany only.
4. I have sent to the customer DHL return label for his sending (on my costs of course) immediately after his call and I will send it to UK by UPS on my cost too.

The whole issue caused costs and personal expenses just because missing information about address changes in the contact messages and ignoring of updating address information in users account..

I guess I did everything correctly and there is actually no reason for complains.

@Dr. Drib: This is not about M96 but M92 with damaged screen. Those screens are not always in stock and sometimes we just have to wait certain time for replacement parts. So it is not about our tardiness at all. Please don't make you conclusions about our service, if you are not really involved in the problem, are not our customer and don't see the whole situations in users complains. Sometimes user could also be responsible for situation.

[Dr. Drib]

Originally Posted by Booxtor

Guys,
it is very easy to update your address in the database. It helps avoid situations like above. If you just expect your service to read your current address from the (often hand written and unreadable) label from the box - you are wrong. After opening of the box we :
1. look for a copy of invoice to be able to assign the sending to the customer in our database.
2. look for existing contact messages from this customer in the database, where he could describe what is the problem with his device.
3. generate a new case in our database and prepare shipping documents.
4. go expertise with the device, repair it if needed (often we have to deal just with discharged battery) and send it back to the customer.


If a customers did not mention in his contact messages his changes regarding a new address or did not change his address in our database, the package could go to a wrong address like in the case above. Even an inserted in the box piece of paper with request to send it to a different address could be overlooked in the workshop.

In case above after customer has noticed, that we sent it to wrong address:
1. the sending should not be collected by relatives of customer from the post office - after his message I sent request for return to DHL and it could be already returned free of cost..
2. I did not know what is the price for shipping from Hungary to UK. I offered to compensate it, but he asked for 50 GBP (64 EUR), which is really too much.
3. I also cannot arrange transfer between Hungary and UK. I can arrange transfers from Germany or returns to Germany only.
4. I have sent to the customer DHL return label for his sending (on my costs of course) immediately after his call and I will send it to UK by UPS on my cost too.

The whole issue caused costs and personal expenses just because missing information about address changes in the contact messages and ignoring of updating address information in users account..

I guess I did everything correctly and there is actually no reason for complains.

@Dr. Drib: This is not about M96 but M92 with damaged screen. Those screens are not always in stock and sometimes we just have to wait certain time for replacement parts. So it is not about our tardiness at all. Please don't make you conclusions about our service, if you are not really involved in the problem, are not our customer and don't see the whole situations in users complains. Sometimes user could also responsible for situation.

This is now a Moderator posting.

As a Moderator here, I WILL involve myself in the problem if it involves a member who is trying to resolve an issue and asking for communicative assistance. You did not respond [re: failure to respond in a timely manner] to the OP, until my post on this forum.

This is about your seeming inability to communicate with a customer AND your presence and responsibility on this site as a member and dealer of merchandise on Mobileread. I devote the same care and attention to the Flea Market, as well.

As you mention, I was in error about the M96, because the OP was concerned about getting no response from you on his M92. For that error, I sincerely apologize.

Now, back to the subject of this thread, please.




Don
(Moderator)

[sinisterpenguin]

Originally Posted by Booxtor

Guys,
it is very easy to update your address in the database. It helps avoid situations like above. If you just expect your service to read your current address from the (often hand written and unreadable) label from the box - you are wrong. After opening of the box we :
1. look for a copy of invoice to be able to assign the sending to the customer in our database.

It was not badly written on the box. It was on the same piece of paper with the invoice number. You could not have known who the faulty e-reader was from without looking at this same piece of paper. That is why I put all of the information together. I think informing somebody of a change of address in writing is perfectly normal. I thought you would see the paper with the invoice and update your files.

Originally Posted by Booxtor

Even an inserted in the box piece of paper with request to send it to a different address could be overlooked in the workshop.

Then I apologise, as I did not know this. I assumed you would update your files when you checked the invoice number. There was no way of knowing who the e-reader came from without the piece of paper with both pieces of information.

Originally Posted by Booxtor

In case above after customer has noticed, that we sent it to wrong address:
1. the sending should not be collected by relatives of customer from the post office - after his message I sent request for return to DHL and it could be already returned free of cost..

It was sitting with DHL in Hungary for a couple of weeks because you did not solve the problem before going on holiday. That's why it was collected in the end. You were not answering my messages, so I had it collected as I was worried what would happen to it. It appeared you had abandoned me. Then I realised you were on holiday (there was a small message on the website, but there was not an 'out of office reply'), and so no one was doing the customer interaction side.

Originally Posted by Booxtor

2. I did not know what is the price for shipping from Hungary to UK. I offered to compensate it, but he asked for 50 GBP (64 EUR), which is really too much.

You offered 12 euro. Can you please show me where I can ship an e-reader for 12 euro? I did a quick google search, this is the price I got. It cost me 27 pounds to send it from the UK to Germany with insurance. You probably get an industry rate.

Originally Posted by Booxtor

3. I also cannot arrange transfer between Hungary and UK. I can arrange transfers from Germany or returns to Germany only.

Why?

Originally Posted by Booxtor

4. I have sent to the customer DHL return label for his sending (on my costs of course) immediately after his call and I will send it to UK by UPS on my cost too.

DHL says it's in Germany. Please forward a.s.a.p.

Originally Posted by Booxtor

The whole issue caused costs and personal expenses just because missing information about address changes in the contact messages and ignoring of updating address information in users account..

I guess I did everything correctly and there is actually no reason for complains.

As I told you on the phone: somebody from your company had written the UK address (as well as the Hungarian address) on the box. So somebody was aware of it. I understand it might be confusing for you if somebody moves house and informs you of it in writing (although this has been the way for centuries) and not via email. I can see how it *might* lead to a mistake.

But then, and this is the really important but, what you did wrong was ignore my messages and spend an amazingly long time to solve the problem. I think you know this was wrong.

To say I was "ignoring of updating address information in users account" implies that I knew that of the 3 possible ways to inform you (letter, email, update of account) I chose to “ignore” the information telling me what was the right way. Maybe this is written somewhere on the website. If so I have not seen it.

Originally Posted by Booxtor

Sometimes user could also be responsible for situation.

Booxtor, I don't work in customer service, so I won't tell you how to do your job. But if I'd got an email saying

"Don't worry, it was a misunderstanding. Obviously we did not update our files when you wrote to us, but that's because we usually expect users to update their own addresses in the system. Anyway we'll solve the situation, because after all you spent 300 euro in our store. Your e-reader should be with us shortly."

Then it all would have been great. Instead you answered emails slowly (when you did at all) and I had to call you on the phone and write on the forum until you responded to my problem.

I'm sure you're a nice guy and I'm sure you help people a lot with issues with their e-readers, but I think you have to realise that in this case you have been a little less than professional. It's fine. I don't have a vendetta, and I'm not really angry (although it has impacted on my work), I just want my e-reader fixed and returned to me (which will hopefully happen these coming days)

[darryl]

Just a quick post in Booxter's defence. Whilst this one was clearly messed up, probably partly due to his holidays, I don't think this is typical. He is now doing the right thing, though even a gruding apology would have been appropriate. I have so far found him good to deal with and looking at the T68 threads in which he has participated I think that he is usually responsive. The fact that he is on Mobileread and participates does show some degree of commitment.

[sinisterpenguin]

Originally Posted by darryl

Just a quick post in Booxter's defence. Whilst this one was clearly messed up, probably partly due to his holidays, I don't think this is typical. He is now doing the right thing, though even a gruding apology would have been appropriate. I have so far found him good to deal with and looking at the T68 threads in which he has participated I think that he is usually responsive. The fact that he is on Mobileread and participates does show some degree of commitment.

Sure. I agree. Just admit it was a mess up, solve the situation and move on. That's all I wanted. I don't want to damage his business in anyway. I bought the Boox after coming across his reviews and comments on these boards and youtube. I can see he's usually committed.

[darryl]

@sinisterpenguin. I commend you on your attitude. I don't know if I would manage to be quite so gracious or objectinve in your position.