Onyx have the worst customer service

Glottis · 11-23-2021, 06:58 PM

I've contacted them multiple times and had nothing but automated responses.

The last firmware update (or possibly 3.1) completely ruined my Poke 2.

The battery drains intermittently, sometimes lasting the normal amount of time and other times draining almost completely in less than a day. Wi-fi off, Bluetooth off, background apps frozen, etc.

I can't even turn it off fully, as it doesn't get past the boot screen unless I plug it in!

Factory resets don't change anything except add time and annoyance to solving a problem they created.

I've got nothing from this poor excuse for a company. All I want to do is downgrade the firmware back to a working version!

I will never be buying anything from them again and will be telling everyone I know - which admittedly isn't all that many - to stay well clear of this brand.

hobnail · 11-23-2021, 08:03 PM

They're in China so it's unsurprising, to me at least. If everything is working the way you want then they're ok, otherwise you're hosed. They're just out to make a quick buck as far as I'm concerned.

winstonma · 11-23-2021, 08:43 PM

I have very similar problem. And people said it can be solved by replacing battery. I ordered replacement battery from Taobao (Mine is Nova) and you should be able to find the replacement battery from Aliexpress.

Also I heard that the battery last longer if you don't use Google Play. I didn't test it myself but I never enable Google Play (still have the shut down problem). It seems to me that the root cause is the stock battery.

Renate · 11-24-2021, 04:55 AM

Quote:

Originally Posted by Glottis

I can't even turn it off fully, as it doesn't get past the boot screen unless I plug it in!

Sounds like the battery. Full power reboot usually runs at full speed and takes a lot of power. A battery with high resistance won't be able to do that no matter how high it's charged.

And when you speak of "worst customer service", you do realize that the competition for that title is pretty fierce?

Glottis · 11-24-2021, 07:07 PM

Ha, I do realise there's a lot of competition. I suppose I should have said, "for me."

I guess I'll hope the next firmware gets released for the poke 2 and keep my fingers crossed it works. If not, I'll have to see about getting the battery replaced

winstonma · 11-25-2021, 03:01 AM

Quote:

Originally Posted by Glottis

Ha, I do realise there's a lot of competition. I suppose I should have said, "for me."

I guess I'll hope the next firmware gets released for the poke 2 and keep my fingers crossed it works. If not, I'll have to see about getting the battery replaced

I bought ebooks from a ebook store and use their Android App to read books. Unfortunately all the offline books are DRM encrypted. Which means when I open an ebook it tooks 30 seconds (and 30 seconds of CPU power) to decrypt the book. It is very likely that the device could reboot during the book opening period.

Somehow I find a way to get the DRM removed and read the book using Neoreader. It only take 2 seconds to open the book. Also my device is less likely to reboot now.

To save some battery from Onyx Boox I should try to obtain the DRM-free book on the device. And use the built-in Neoreader to read the ebook.

Renate · 11-25-2021, 05:45 AM

30 seconds to open a book is criminal. Even 2 seconds is too slow.

booxnote · 11-25-2021, 10:27 AM

Heya, we are very sorry for the problem that you encountered with your Poke2. Not sure how you got in touch with us. Our service team normally replies to customers within 48 hours during working days after they receive the service request.

But could you please quickly fill in this service form so that our service team can help you when they receive your service request? Here is the service form link https://help.boox.com/hc/en-us/requests/new .

Firmware 3.2 will come to Poke2, but it will be in a month or so. So before that, it is better to get in touch with our service team to solve your problem.

Thanks and regards
BOOX

Quote:

Originally Posted by Glottis

I've contacted them multiple times and had nothing but automated responses.

The last firmware update (or possibly 3.1) completely ruined my Poke 2.

The battery drains intermittently, sometimes lasting the normal amount of time and other times draining almost completely in less than a day. Wi-fi off, Bluetooth off, background apps frozen, etc.

I can't even turn it off fully, as it doesn't get past the boot screen unless I plug it in!

Factory resets don't change anything except add time and annoyance to solving a problem they created.

I've got nothing from this poor excuse for a company. All I want to do is downgrade the firmware back to a working version!

I will never be buying anything from them again and will be telling everyone I know - which admittedly isn't all that many - to stay well clear of this brand.

booxnote · 11-25-2021, 10:33 AM

Hi,there, we have a professional service team to help our customers with any concerns (pre-sale and after-sale). It is just that sometimes the system may play up and our service team does not get the service request. We also have service partners in both EU and US.

If you use BOOX and encounter any problems, please fill in this service form quickly https://help.boox.com/hc/en-us/requests/new. Our service team is here to help. Thank you for you interest in BOOX.

Quote:

Originally Posted by hobnail

They're in China so it's unsurprising, to me at least. If everything is working the way you want then they're ok, otherwise you're hosed. They're just out to make a quick buck as far as I'm concerned.

kari-star · 11-26-2021, 10:26 AM

Quote:

Originally Posted by Glottis

I've contacted them multiple times and had nothing but automated responses.

The last firmware update (or possibly 3.1) completely ruined my Poke 2.

The battery drains intermittently, sometimes lasting the normal amount of time and other times draining almost completely in less than a day. Wi-fi off, Bluetooth off, background apps frozen, etc.

I can't even turn it off fully, as it doesn't get past the boot screen unless I plug it in!

Factory resets don't change anything except add time and annoyance to solving a problem they created.

I've got nothing from this poor excuse for a company. All I want to do is downgrade the firmware back to a working version!

I will never be buying anything from them again and will be telling everyone I know - which admittedly isn't all that many - to stay well clear of this brand.

Hey, I also have a Poke2 and noticed the battery is not working as well as it did just a couple of months ago. Your post got me curious so I looked and I think I'm running firmware 3.0 - I haven't updated to 3.1. However I found this page on the Boox website with info about firmware including notes and download for earlier versions. https://downloads.boox.com/download/poke

I did just try some new optimizations but am not super hopeful. I'm pretty bummed about the battery. I've had the Poke2 for just 16 months!

Onyx Boox · 11-27-2021, 02:48 AM

Hi user, sorry for the inconvenience. Please contact our customer service via https://help.boox.com/hc/en-us/requests/new. Our colleague responsible for after-sales service will assist you to solve the problem. Thank you for the support.

Markismus · 11-29-2021, 12:06 PM

If you use the feedback function within the device and separate your issues, you are likely to get a response. I got an updated firmware within a day!

Their forum seems to be handled by non-technical staff. A lot of people don't find access or actual help using them.

ottischwenk · 11-30-2021, 04:30 AM

At help@boox.com I have always received a satisfactory answer after a short time

LivresInOz · 12-05-2021, 01:47 PM

I do like the fact that they have a FEEDBACK app in (at least) the Boox Note Air 2. This is alot more than alot of hardware and software has (though more and more Android apps are getting it).

This gives hope that they will "listen" (as they claimed to do in their recent new releases launch video) and improve things over time.

(Though clearly they can't have listened to some things, like: no CUT-and-paste and terribly laborious organising of books)

Pajamaman · 12-05-2021, 02:31 PM

Quote:

Originally Posted by winstonma

I have very similar problem. And people said it can be solved by replacing battery. I ordered replacement battery from Taobao (Mine is Nova) and you should be able to find the replacement battery from Aliexpress.

Also I heard that the battery last longer if you don't use Google Play. I didn't test it myself but I never enable Google Play (still have the shut down problem). It seems to me that the root cause is the stock battery.

Yeah, I changed a battery. It fixed the Onyx. Also I never use googleplay. Deactivated.

11-23-2021, 06:58 PM	#1
Glottis Enthusiast Posts: 26 Karma: 10 Join Date: Oct 2014 Device: H2O, Poke 2	Onyx have the worst customer service I've contacted them multiple times and had nothing but automated responses. The last firmware update (or possibly 3.1) completely ruined my Poke 2. The battery drains intermittently, sometimes lasting the normal amount of time and other times draining almost completely in less than a day. Wi-fi off, Bluetooth off, background apps frozen, etc. I can't even turn it off fully, as it doesn't get past the boot screen unless I plug it in! Factory resets don't change anything except add time and annoyance to solving a problem they created. I've got nothing from this poor excuse for a company. All I want to do is downgrade the firmware back to a working version! I will never be buying anything from them again and will be telling everyone I know - which admittedly isn't all that many - to stay well clear of this brand.

11-23-2021, 08:03 PM	#2
hobnail Running with scissors Posts: 1,581 Karma: 14328510 Join Date: Nov 2019 Device: none	They're in China so it's unsurprising, to me at least. If everything is working the way you want then they're ok, otherwise you're hosed. They're just out to make a quick buck as far as I'm concerned. Last edited by hobnail; 11-23-2021 at 08:08 PM.

11-23-2021, 08:43 PM	#3
winstonma Zealot Posts: 111 Karma: 120918 Join Date: Nov 2013 Device: Onyx Boox Nova	I have very similar problem. And people said it can be solved by replacing battery. I ordered replacement battery from Taobao (Mine is Nova) and you should be able to find the replacement battery from Aliexpress. Also I heard that the battery last longer if you don't use Google Play. I didn't test it myself but I never enable Google Play (still have the shut down problem). It seems to me that the root cause is the stock battery. Last edited by winstonma; 11-23-2021 at 09:13 PM.

11-29-2021, 12:06 PM	#12
Markismus Guru Posts: 942 Karma: 149883 Join Date: Jul 2013 Location: Rotterdam Device: HiSenseA5ProCC, Cracked OnyxNotePro, Note5, Kobo Glo, Aura	If you use the feedback function within the device and separate your issues, you are likely to get a response. I got an updated firmware within a day! Their forum seems to be handled by non-technical staff. A lot of people don't find access or actual help using them. Last edited by Markismus; 11-29-2021 at 12:38 PM.

Similar Threads
Thread	Thread Starter	Forum	Replies	Last Post
The Worst Customer Service	amd866	Kobo Reader	81	12-30-2016 07:42 PM
DO NOT BUY ONYX BOOX! Terrible device, terrible customer service!	alain_desilets	Onyx Boox	15	05-05-2015 03:54 PM
Amazon Kindle Has The Worst Customer Support Of All The E-readers	xg4bx	General Discussions	44	08-29-2011 11:52 AM
How is our customer service to you?	Robertb	Astak EZReader	63	10-01-2009 10:12 AM
Worst case customer handling?!	henrikb	iRex	50	10-11-2008 01:54 AM

11-24-2021, 07:07 PM	#5
Glottis Enthusiast Posts: 26 Karma: 10 Join Date: Oct 2014 Device: H2O, Poke 2	Ha, I do realise there's a lot of competition. I suppose I should have said, "for me." I guess I'll hope the next firmware gets released for the poke 2 and keep my fingers crossed it works. If not, I'll have to see about getting the battery replaced

11-25-2021, 05:45 AM	#7
Renate Onyx-maniac Posts: 3,696 Karma: 16193287 Join Date: Feb 2012 Device: Nook NST, Glow2, 3, 4, '21, Kobo Aura2, Poke3, Poke5, Go6	30 seconds to open a book is criminal. Even 2 seconds is too slow.

11-27-2021, 02:48 AM	#11
Onyx Boox Connoisseur Posts: 78 Karma: 70 Join Date: Sep 2018 Device: Boox Ereader	Hi user, sorry for the inconvenience. Please contact our customer service via https://help.boox.com/hc/en-us/requests/new. Our colleague responsible for after-sales service will assist you to solve the problem. Thank you for the support.

11-30-2021, 04:30 AM	#13
ottischwenk Wizard Posts: 2,910 Karma: 3933245 Join Date: Sep 2012 Location: Salzburg AT Device: Bigme 3/3, Boox 4/14, Like-/Meebook 2/8, Tolino 1/10, Ki/Ko 0/8	At help@boox.com I have always received a satisfactory answer after a short time

12-05-2021, 01:47 PM	#14
LivresInOz LivresInOz Posts: 330 Karma: 15958 Join Date: May 2010 Device: Kobo: Forma + Libra\|Galaxy: TAB A7 + Note 8 tablet\|Boox: Note Air 2	I do like the fact that they have a FEEDBACK app in (at least) the Boox Note Air 2. This is alot more than alot of hardware and software has (though more and more Android apps are getting it). This gives hope that they will "listen" (as they claimed to do in their recent new releases launch video) and improve things over time. (Though clearly they can't have listened to some things, like: no CUT-and-paste and terribly laborious organising of books)