JetBook Warranty Beware

Ron46 · 12-27-2009, 12:18 AM

I have a jetbook lite and bought 2 for gifts from a reputable online reseller. The third needed to be immediately returned for a dead activity LED. When the RMA page came up, it said in red letters that the warranty on this product was EXPIRED. Strange- I've had it for one day and Ectaco's website claims a one year parts and labor warranty. And there is no terminology that states the warranty is in effect ONLY if you buy direct from Ectaco. In my case, the reseller will exchange the defective unit if returned within 30 days, but after that time, I do not believe these units have ANY warranty at all. I also ran across a customer review that said- " IF you get one of these at Newegg be 100% aware that Ectaco does NOT honor warranty claims fully UNLESS the Jetbook was purchased directly through THEIR site. If you get a bad one here as I did they WILL hassle you remorselessly as they have me and many others."

So the resellers refer you to Ectaco's website for warranty info, which leads you to believe you have a one year warranty when you in fact may not. There are tons of resellers selling these units, and not one tells you that they are not warrantied. I did not find that out about that until I generated an RMA and then read another customer's review. Perhaps thousands of consumers are unknowingly buying these units without warranty because they are not buying directly from Ectaco. I sent an inquiry to Ectaco and posted this info on THEIR forums, but it is too soon for a reply. As I mentioned in the Ectaco post, this could be grounds for a complaint to the NY Attorney General's Office and/or the FTC or a class action suit if enough people are refused warranty service on defective units. Ectaco needs to be CLEAR about what their warranty policy is, and so do the resellers who are marketing them.

Kris777 · 12-27-2009, 02:39 AM

I purchased my jetBook from NewEgg more than one year ago I called to Ectaco support with technical question about firmware upgrade several times. They asked me if I would like to send my unit for upgrade and told me that I need provide the proof of purchase so they see that I purchased my jetBook less than one year ago. I didn't send it for exchanges (I updated firmware by myself) but I had this option. They have the manual with information about one year warranty so just keep your receipt with date of purchase and it will be no problem to exchange it if any problems with unit.

Ron46 · 12-27-2009, 06:53 PM

Thanks Kris. That makes me feel a little better, since 2 of mine are gifts, and if they need service, it will be me that will have to explain that the gifts I gave may not be waranteed.

However I did not base this post on rumor (the experience of the reviewer in my post) but on the terminology I saw when I generated an RMA with NewEgg. Here is the exact quote:

"Unfortunately, our records indicate that the manufacturer's parts warranty for this product has expired. Please contact the product manufacturer for additional service options.
Unfortunately, our records indicate that the manufacturer's labor warranty for this product has expired. Please contact the product manufacturer for additional service options.
This item is still eligible for a replacement."

So it raises the question about what happens after the 30 day return policy with the reseller. Sounds like Ectaco treated you OK, but NewEgg seems to be saying that "officially", there is no mfg. warranty, and this was NOT made clear prior to purchase. I posted this as a repeat of the warning that the other reviewer stated with additional confirmation by NewEgg's terminology. It is a disappointment to me because I have been buying from NewEgg for years and love their service, but this should have been made clear UP FRONT, and I think other potential buyers should be aware of it.

Is there anyone out there that has had their Jetbook serviced under warranty for NO CHARGE by Ectaco who bought their device from a reseller?

heffe2001 · 12-27-2009, 09:17 PM

I bought both of our Jetbooks from Newegg, and when I called about DRM on my regular Jetbook, which the tech had already been informed was bought from Newegg, he offered to exchange it for a Lite free of charge, I would have just been responsible for shipping it to them. I didn't go for the swap though (I much prefer the feel of the white 'book, to me it just feels a bit more solid than the Lite, although I do like the nice 'handle' on the back of the Lite

).

LuBiB · 12-28-2009, 03:34 PM

hey ron46, thats very weird. i actually purchased my jetBooks from an eBay seller by the name of stetson777 (i think i already purchased about 6 of them from her lol) and i had one incident where there was a problem with charging the battery.

i called Ectaco directly and they helped me out right away.

fyi, i saw the reviews for the jetBook on NewEgg and theres a weird similarity between each negative review. i scoped it out even farther and it seems most of them are from the same exact guy! weird to see him purchase more than one if he already had a bad experience, not to mention write a review about it.....

in any case, im just a big jetBook fan, so its not that often i hear anything bad about them, but mobileread is definitely the place if you have any questions

Ron46 · 12-31-2009, 11:32 PM

I got a response from Pavel at Ectaco after sending him a screenshot of NewEgg's RMA screen indicating these have "expired" warranties. Pavel assured me (us) that these units have a one year warranty that Ectaco is commited to backing them up as long as you have a sales slip. That's good enough for me.

I think the Jetbook Lite is a great machine and will get better with firmware updates- maybe margin selections, line spacing selections, and more fonts. I really do not like visiplex screens (Sony, Kindle, and ALL the others) with flashing page transitions and less low light visibility. Ectaco was thinking out of the box with this Hitachi screen and I hope they someday make a larger machine and dominate the market.

heffe2001 · 01-01-2010, 10:56 AM

Maybe you should now contact Newegg, since they are obviously wrong on their warranty info on these devices.

Ron46 · 01-02-2010, 07:10 AM

I notified NewEgg two or three times about this including a 1 1/2 page MS Word attachment with a screenshot of their RMA screen stating there was no warranty on the Jetbook Lite and have not received a reply. I don't think they are doing Ectaco any favors. They ought to remove this.

12-27-2009, 12:18 AM	#1
Ron46 Zealot Posts: 103 Karma: 110 Join Date: Nov 2009 Location: Massachusetts Device: JetbookLite, EB-1150, PalmIIIXE	JetBook Warranty Beware I have a jetbook lite and bought 2 for gifts from a reputable online reseller. The third needed to be immediately returned for a dead activity LED. When the RMA page came up, it said in red letters that the warranty on this product was EXPIRED. Strange- I've had it for one day and Ectaco's website claims a one year parts and labor warranty. And there is no terminology that states the warranty is in effect ONLY if you buy direct from Ectaco. In my case, the reseller will exchange the defective unit if returned within 30 days, but after that time, I do not believe these units have ANY warranty at all. I also ran across a customer review that said- " IF you get one of these at Newegg be 100% aware that Ectaco does NOT honor warranty claims fully UNLESS the Jetbook was purchased directly through THEIR site. If you get a bad one here as I did they WILL hassle you remorselessly as they have me and many others." So the resellers refer you to Ectaco's website for warranty info, which leads you to believe you have a one year warranty when you in fact may not. There are tons of resellers selling these units, and not one tells you that they are not warrantied. I did not find that out about that until I generated an RMA and then read another customer's review. Perhaps thousands of consumers are unknowingly buying these units without warranty because they are not buying directly from Ectaco. I sent an inquiry to Ectaco and posted this info on THEIR forums, but it is too soon for a reply. As I mentioned in the Ectaco post, this could be grounds for a complaint to the NY Attorney General's Office and/or the FTC or a class action suit if enough people are refused warranty service on defective units. Ectaco needs to be CLEAR about what their warranty policy is, and so do the resellers who are marketing them.

12-31-2009, 11:32 PM	#6
Ron46 Zealot Posts: 103 Karma: 110 Join Date: Nov 2009 Location: Massachusetts Device: JetbookLite, EB-1150, PalmIIIXE	Warranty Issue Resolved I got a response from Pavel at Ectaco after sending him a screenshot of NewEgg's RMA screen indicating these have "expired" warranties. Pavel assured me (us) that these units have a one year warranty that Ectaco is commited to backing them up as long as you have a sales slip. That's good enough for me. I think the Jetbook Lite is a great machine and will get better with firmware updates- maybe margin selections, line spacing selections, and more fonts. I really do not like visiplex screens (Sony, Kindle, and ALL the others) with flashing page transitions and less low light visibility. Ectaco was thinking out of the box with this Hitachi screen and I hope they someday make a larger machine and dominate the market.

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12-27-2009, 02:39 AM	#2
Kris777 Banned Posts: 1,767 Karma: 2520493 Join Date: Oct 2008 Device: Nexus 7, jetBook-Lite, jetBook mini, Toshiba Thrive, JETBOOK COLOR	I purchased my jetBook from NewEgg more than one year ago I called to Ectaco support with technical question about firmware upgrade several times. They asked me if I would like to send my unit for upgrade and told me that I need provide the proof of purchase so they see that I purchased my jetBook less than one year ago. I didn't send it for exchanges (I updated firmware by myself) but I had this option. They have the manual with information about one year warranty so just keep your receipt with date of purchase and it will be no problem to exchange it if any problems with unit.

12-27-2009, 06:53 PM	#3
Ron46 Zealot Posts: 103 Karma: 110 Join Date: Nov 2009 Location: Massachusetts Device: JetbookLite, EB-1150, PalmIIIXE	Thanks Kris. That makes me feel a little better, since 2 of mine are gifts, and if they need service, it will be me that will have to explain that the gifts I gave may not be waranteed. However I did not base this post on rumor (the experience of the reviewer in my post) but on the terminology I saw when I generated an RMA with NewEgg. Here is the exact quote: "Unfortunately, our records indicate that the manufacturer's parts warranty for this product has expired. Please contact the product manufacturer for additional service options. Unfortunately, our records indicate that the manufacturer's labor warranty for this product has expired. Please contact the product manufacturer for additional service options. This item is still eligible for a replacement." So it raises the question about what happens after the 30 day return policy with the reseller. Sounds like Ectaco treated you OK, but NewEgg seems to be saying that "officially", there is no mfg. warranty, and this was NOT made clear prior to purchase. I posted this as a repeat of the warning that the other reviewer stated with additional confirmation by NewEgg's terminology. It is a disappointment to me because I have been buying from NewEgg for years and love their service, but this should have been made clear UP FRONT, and I think other potential buyers should be aware of it. Is there anyone out there that has had their Jetbook serviced under warranty for NO CHARGE by Ectaco who bought their device from a reseller?

12-27-2009, 09:17 PM	#4
heffe2001 Zealot Posts: 116 Karma: 38 Join Date: Dec 2009 Device: Kindle Voyage 3g	I bought both of our Jetbooks from Newegg, and when I called about DRM on my regular Jetbook, which the tech had already been informed was bought from Newegg, he offered to exchange it for a Lite free of charge, I would have just been responsible for shipping it to them. I didn't go for the swap though (I much prefer the feel of the white 'book, to me it just feels a bit more solid than the Lite, although I do like the nice 'handle' on the back of the Lite ).

12-28-2009, 03:34 PM	#5
LuBiB Banned Posts: 349 Karma: 1018593 Join Date: May 2009 Location: New York Device: jetBook, iPhone, JETBOOK COLOR!!	hey ron46, thats very weird. i actually purchased my jetBooks from an eBay seller by the name of stetson777 (i think i already purchased about 6 of them from her lol) and i had one incident where there was a problem with charging the battery. i called Ectaco directly and they helped me out right away. fyi, i saw the reviews for the jetBook on NewEgg and theres a weird similarity between each negative review. i scoped it out even farther and it seems most of them are from the same exact guy! weird to see him purchase more than one if he already had a bad experience, not to mention write a review about it..... in any case, im just a big jetBook fan, so its not that often i hear anything bad about them, but mobileread is definitely the place if you have any questions

01-01-2010, 10:56 AM	#7
heffe2001 Zealot Posts: 116 Karma: 38 Join Date: Dec 2009 Device: Kindle Voyage 3g	Maybe you should now contact Newegg, since they are obviously wrong on their warranty info on these devices.

01-02-2010, 07:10 AM	#8
Ron46 Zealot Posts: 103 Karma: 110 Join Date: Nov 2009 Location: Massachusetts Device: JetbookLite, EB-1150, PalmIIIXE	I notified NewEgg two or three times about this including a 1 1/2 page MS Word attachment with a screenshot of their RMA screen stating there was no warranty on the Jetbook Lite and have not received a reply. I don't think they are doing Ectaco any favors. They ought to remove this.

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