Broken screen reparation on m92 - onyx/artatech disservice

[ledmike]

Hello everybody,
i write here because i need suggestion for an unpleasant situation I am experiencing with the screen reparation of my device.
In january I bought an Onyx Boox m92 and i was completely satisfied of my purchase. Unfortunately after a month of use i broke the screen (shame on me ).

I asked to the european support and they told me to contact Artatech (Poland), responsible for the handling and reparation of their devices, I sent them the ereader and after a week they asked for a bank transfer (€ 178.35) which i did.

After two weeks without having a word from them I sent an email asking news and they answered they hadn't had any payment from me and to provide a pdf copy of the bank confirmation. I sent it and had no answer from them for two weeks.

At this point I contacted the costumer service and cc the artatech service asking them to intervene. Instead Artatech alone answered saying they did not receive any payment and that they were "confused by this strange situation" without even trying to find a solution . I contacted my bank which confirmed the bank transfer and I checked my bank account to see if the amount was taken and it was.

I asked them to talk with their bank and to check if all the data on the confirmation were correct but I have no answer yet (they are really unnerving me ).

I was going to write them again but I preferred to ask to more experienced users on this forum before deciding to take things more seriuously.
What can i do? It's been two months since I sent the device and I'm a little bit upset.

Sorry for the long post!

[ledmike]

I still have no news from artatech.
I'm contacting Onyx international to see if they can solve my issue.
I'm very tired of this situation, I've done anything in my power but now the problem must be solved by them and they didn't evere suggest a solution.
Is there anyone who found himself in the same situation? How would you act?
Thank you!

[machinogodzilla]

Go and describe your issues on their Facebook page for everyone else to see. Doing so helped me a few times when I was dealing with rogue companies before.

[ledmike]

Thanks but i don't know how effective it will be since they have only 300 fans, I sent an e-mail to onyx international. I'm waiting for a reply.

[machinogodzilla]

What do you have to lose? I'm not their "fan" but I still look at their page from time to time.

[Feher]

yes, prospective buyers look at facebook page.

[pepe_alter_ego]

Note also that they sell their devices on Amazon, so you could describe your issues there, too.

[ledmike]

Thanks to all, really!
It wasn't necessary to write on the facebook page.
I wrote a mail to the onyx international (in china) menacing legal proceedings and bad publicity, they answered immediately saying they would have talked to artatech in order to solve the problem. A few hours later I received a mail from artatech where they apologized and they promised my ebook back and some gift (hearphones and book light). An hour later i received the UPS mail for the package tracking.
I'll let you know when the pack will arrive.
Thank you very much again!

[ledmike]

Ok, issue solved.
Yesterday I received the repaired boox and as a refund for the long time waiting a pair of headphones and a book light.
Still I can't understand why it took so long and why I had to contact the onyx china in order to have the problem solved.
Thank you all,
Michele

[Mono]

For non guarantie repairs (in your case), you can also use Booxstor's e-shop (Germany), which has excellent service. And there is also possible to get M92 repaired in Czech Republic.

[ledmike]

thanks, i hope i will never have this need... by the way someone has suggestion for a really protective case, i found one designed for the ipad in neoprene with inner "bubbles".