Order Status

[davidspitzer]

either that or they have little elves handcrafting each one

[davidspitzer]

Finally Shipped - I ordered on the 9th from ereaderoutfitter's and it went out UPS today

[sasilk]

Surprise: I got a reply to my email of a few posts back. Non-Surprise: Apparently there's been a delay and my DR won't ship until the week of the 17th. I wonder when/if they were planning on mentioning this to me if I hadn't emailed them? I also have no confidence that there won't be another 'delay' once that date rolls around.

[davidspitzer]

Originally Posted by sasilk

Surprise: I got a reply to my email of a few posts back. Non-Surprise: Apparently there's been a delay and my DR won't ship until the week of the 17th. I wonder when/if they were planning on mentioning this to me if I hadn't emailed them? I also have no confidence that there won't be another 'delay' once that date rolls around.

did you order from ereaderoutfitters or iRex

[sasilk]

iRex. Sorry, I should have been more clear.

Being in Australia there aren't a lot of options unfortunately.

[davidspitzer]

of a reseller in the UK that supposedly has stock right now, perhaps they ship to Australia

[sasilk]

I suspect it would take longer to get the refund from iRex than their shipping will. Though if I get another delay I'll be seriously considering it.

[davidspitzer]

It arrived today via UPS - started right up and seems to be ok but the stylus is loose fitting - a little tape should solve that - it is kinda of sad that i have to do that though

[sasilk]

...of increasingly nasty emails to iRex. Sent a few moments ago.

Re: Order #xxxxx, placed Oct 21st.

In your response to my initial enquiry, you told me that you expected to ship my order within the expected timeframe - 2-3 weeks. That would make it sometime between the 4th and 11th of November.

Your second response - again in answer to an inquiry from me, god forbid you should actually communicate with a customer proactively - told me that there had been a 'delay' (no explanation of why or what had caused it of course) and that it would be shipped in the week of Nov. 17th.

Well, we're now halfway through that week with no change in my order status. Given your obvious inability to tell the customer anything without a gun held to your collective heads I am forced to ask yet again about the status of my order. And this time I want the exact date this week that it will be shipped. You have three choices - today, tomorrow or Friday (assuming somebody even bothers reading this today). If it is not going to ship this week, or if you give me a date and it does not ship on that day, then I would like to know what compensation you will be offering me for your continued fraud.

I am aware of resellers that actually have stock and would be happy to ship it to me even here in Australia. I would cancel my order with you except that you, unlike every other retailer in the world, charge the buyer's credit card at time of order instead of time of shipping. So you have my funds and I don't have my order.

It occurs to me that that could be a possible reason for you charging at order instead of shipping. I wonder, given your utterly abysmal level of customer service, how many orders would be cancelled if you didn't already have the customer's money?

[Bokkie]

Let me understand this correctly. If I were to order from iRex directly they'd charge my card and give no guarantee of delivery in the timeframe they'd state? If that's so, should I then trust the UK distributor, Libresco (?) to do it right, and that is, not charge until the goods are in stock and ready to be despatched? I did phone the UK firm and a message was left for the MD to call me back as I was interested in the availability of the 1000 SW. He's not returned my call which now makes me think that iRex-come-others cannot be relied upon?

[sasilk]

Originally Posted by Bokkie

Let me understand this correctly. If I were to order from iRex directly they'd charge my card and give no guarantee of delivery in the timeframe they'd state? If that's so, should I then trust the UK distributor, Libresco (?) to do it right, and that is, not charge until the goods are in stock and ready to be despatched? I did phone the UK firm and a message was left for the MD to call me back as I was interested in the availability of the 1000 SW. He's not returned my call which now makes me think that iRex-come-others cannot be relied upon?

I can't comment on anything but my own experience dealing with iRex directly. Others may have information regarding their experiences with various distributors.

I'd recommend reading this whole thread - there is a lot of food for thought here.

[sasilk]

...in a series of increasingly pointless emails from iRex.

Dear customer,

Your order is still scheduled to be shipped this week. We do not give exact shipping dates as these can be subject to change. You will automatically receive a tracking number when your order has been shipped. If you have any further questions, please do not hesitate to contact us.

Kind regards,

The iRex Shop

Shipping dates can be subject to change? You don't say! Why do they think I want them to commit to one?! I want to know if it's worthwhile waiting for them or if I should go elsewhere.

[sasilk]

...of increasingly nasty emails to iRex regarding my order.

Sent a few minutes ago.

Re: Order #xxxxx

In response to your email, which states:

"Your order is still scheduled to be shipped this week. We do not give exact shipping dates as these can be subject to change."

Why the hell do you think I want you to commit to a firm shipping date??? Given the ongoing delays I want to know if it is worth the trouble of requesting a chargeback on my credit card and ordering from someone who actually gives a damn about their customers.

My order may still be scheduled to ship this week, but it was 'scheduled to ship' two weeks ago as well and that never happened. Please tell me why I should believe a damn thing you say? Your entire business model appears to be based on lying to your customer base. I'll give you some examples, directly from your own website:

DR1000S - "Ships within 2 to 3 weeks." - no it doesn't

DR1000S - "The chargeable built in Lithium Ion battery has sufficient power to last for days." - only if you don't actually turn it on and even then it's only a maybe.

iLiad v2 - "Fortunately, your iLiad will allow you to read and write for up to 12 hours* without recharging the battery."

I could add many, many more simply by going through your own forums.

So, I want a committed, firm shipping date, beyond which I shall be forcing a refund from you and taking my business elsewhere. Given that there are only 2 days to go in this week (which my order is allegedly still scheduled to ship in) this should be possible for an organisation with even your level of incompetence.

Stephen Silk

[pilotbob]

Originally Posted by sasilk

...of increasingly nasty emails to iRex regarding my order.

Did you ever hear the expression, "You catch more flies with honey than with vinegar"?

If you think the device is so bad, and iRex is so bad, why do you even want it?

Believe me, support people do not want to help you more when you send an email like this.

BOb

[sasilk]

Originally Posted by pilotbob

Did you ever hear the expression, "You catch more flies with honey than with vinegar"?

If you think the device is so bad, and iRex is so bad, why do you even want it?

Believe me, support people do not want to help you more when you send an email like this.

BOb

You may notice Bob that I've said nothing regarding the device itself. I don't have a problem with it, otherwise I wouldn't have ordered it.

I do however have a problem with the lack of customer service displayed by iRex. They really need to make a decision - either they are a wholesaler and should sell only through distributors or they are a retailer and should treat sales and customer service seriously. Currently they're trying to do both, and neither is being done properly.

You have also only seen the last few of the emails I have sent. They didn't start off with the tone of the last two - they got to that point as I became increasingly frustrated and angry with the ongoing BS I was being given. If they had just been honest and up front with me (and I suspect others) then I wouldn't have had any problems. But trying to find out *anything* was like pulling teeth and when I did it more than often was incorrect - whether by design or incompetence I don't know.