My SmartQ 7 Repair Saga

Nate the great · 08-24-2009, 07:51 AM

Day 38

It didn't get lost in the mail! Yippee!

Through no fault of my own, my SmartQ 7 died less than 2 months after I got it. I was unable to revive it, and I shipped it to the manufacturer on 17 July. Today I received an email from the repair rep about the repair cost.

They're asking for $12 to repair the screen (I didn't break it), and $24 to ship it back to me. Is the shipping charge normal? The device is still under warranty. Shouldn't the manufacturer pay to ship it back to me?

Nate the great · 08-24-2009, 12:11 PM

Can anyone answer my question?

Suwat · 08-24-2009, 11:51 PM

Hi Nate, I'm not sure my info will be useful to you or not. I bought my q7 from Eletroworld and they charged me US$ 35 to ship it to Thailand. You live a lot farther away so I think $24 probably's ok. For repair cost, it depends on their policies and how you see it. Strictly speaking, it's under warranty and they should pay for the repair. But for $12, I think I probably would not go thru the hassle of arguing with them. Another info that might be of interest to you. My q7 clock runs a bit too fast and I talked with the guy at Eletroworld. Lastly, they wanted me to send it back for repair which I decided against. However, they asked me to pay for the delivery to them and they would pay for the delivery back to me.
Just my 2 cents.

bjkel · 08-25-2009, 03:19 AM

Quote:

Originally Posted by Suwat

However, they asked me to pay for the delivery to them and they would pay for the delivery back to me.
Just my 2 cents.

That's what they said to me, as well. When I was talking to them about my wireless not working. My wireless still doesn't work in linux but I've decided against sending it back as I only got it for reading ebooks and am using WinCE operating system for that anyway.

tompe · 08-25-2009, 06:21 AM

So it seems they think it is not a warranty issue since you have to pay for the repair and that is why they charge for the shipping.

Nation.A.List · 08-25-2009, 05:57 PM

Quote:

Originally Posted by Nate the great

Day 38

It didn't get lost in the mail! Yippee!

Through no fault of my own, my SmartQ 7 died less than 2 months after I got it. I was unable to revive it, and I shipped it to the manufacturer on 17 July. Today I received an email from the repair rep about the repair cost.

They're asking for $12 to repair the screen (I didn't break it), and $24 to ship it back to me. Is the shipping charge normal? The device is still under warranty. Shouldn't the manufacturer pay to ship it back to me?

If it was a faulty device then they should repair it free of charge under the warranty. Ask them why there is a charge for repair? They may claim miss-use or something like that and hence the charge. As for the shipping. In the 'West' we are used to free shipping for warranty repairs but it seems that Chinese Mfrs. don't offer that as part of their service. They argue that their devices are not meant for export, only for the Chinese market and their margins don't permit such luxurious services, which strictly speaking is true. So I guess it's a case of how much do you wan't it back, $24 worth ???

Nate the great · 08-25-2009, 08:51 PM

Thanks, everyone.

Part of what bothers me is that they didn't tell me there would be a return shipping charge. I find it unreasonable that they should hold me over a barrel like this.

And one thing I forgot to mention was that sending the money will cost $25 wire transfer fee, so my repair costs are $49 at a _minimum_ for a device that is under warranty.

I get the impression that they only handle local repairs, and that the resellers are expected to deal with this. Well, my Ebay seller said in the auction that he doesn't.

pilotbob · 08-25-2009, 09:34 PM

Quote:

Originally Posted by Nate the great

The device is still under warranty. Shouldn't the manufacturer pay to ship it back to me?

Read the warranty. Most of them specify who pays for shipping for in warranty repairs. Yes, usually it is done that you pay to send it to them, and they pay to return it using the same delivery method. But, I don't think there is any requirement for that.

BOb

Houndx · 08-25-2009, 11:18 PM

Since the device isn't intended for sale outside of China, I'm not surprised. Something that might be worth checking in to for anyone needing service in the future is the repair service at allpmp.com. Their max charge is $23.90, which includes them dealing with the manufacturer and shipping it back to you - doesn't matter if you bought it from them, or not.

I haven't used the service so I can't vouch for it, but I did buy my q7 from them and that was a pleasant transaction.

Nation.A.List · 08-26-2009, 09:33 AM

Quote:

Originally Posted by Houndx

Since the device isn't intended for sale outside of China, I'm not surprised. Something that might be worth checking in to for anyone needing service in the future is the repair service at allpmp.com. Their max charge is $23.90, which includes them dealing with the manufacturer and shipping it back to you - doesn't matter if you bought it from them, or not.

I haven't used the service so I can't vouch for it, but I did buy my q7 from them and that was a pleasant transaction.

Another great find Houndx

You really are a mine of useful information

. Have some karma

Houndx · 08-27-2009, 09:30 AM

lol, thanks

ChineseGadgets · 08-27-2009, 01:55 PM

Not to be an ass, but I think that's one of the risks when you order stuff from China. I personally don't have a real problem with it, because I know that if the devices were sold here in Europe I would have to pay at least double the price because of all the consumer rights we have here. I've never used the warrenty of anything I bought here, but I still paid for it.

Gibbo · 09-17-2009, 12:21 PM

Quote:

Originally Posted by Nate the great

Day 38

It didn't get lost in the mail! Yippee!

Through no fault of my own, my SmartQ 7 died less than 2 months after I got it. I was unable to revive it, and I shipped it to the manufacturer on 17 July. Today I received an email from the repair rep about the repair cost.

They're asking for $12 to repair the screen (I didn't break it), and $24 to ship it back to me. Is the shipping charge normal? The device is still under warranty. Shouldn't the manufacturer pay to ship it back to me?

Today I had to ship my Q7 back to eletroworld because the screen stopped responding to any input programs started to open and closing by themself so it's off on a holiday to china

. Regarding fees they said that they'll take the tab if it's a hardware problem and shipping it back but if it's a software problem (which I'm sure that the screen has gone kaput) then I'll have to pay for repairs+shipping.

Nate the great · 09-21-2009, 12:22 PM

My SmartQ 7 is back, after 2 months and 4 days. It's been so long that I don't know where I put the power supply.

Gibbo · 09-21-2009, 01:46 PM

Quote:

Originally Posted by Nate the great

My SmartQ 7 is back, after 2 months and 4 days. It's been so long that I don't know where I put the power supply.

Glad to here it

08-24-2009, 07:51 AM	#1
Nate the great Sir Penguin of Edinburgh Posts: 12,375 Karma: 23555235 Join Date: Apr 2007 Location: DC Metro area Device: Shake a stick plus 1	My SmartQ 7 Repair Saga Day 38 It didn't get lost in the mail! Yippee! Through no fault of my own, my SmartQ 7 died less than 2 months after I got it. I was unable to revive it, and I shipped it to the manufacturer on 17 July. Today I received an email from the repair rep about the repair cost. They're asking for $12 to repair the screen (I didn't break it), and $24 to ship it back to me. Is the shipping charge normal? The device is still under warranty. Shouldn't the manufacturer pay to ship it back to me?

08-24-2009, 12:11 PM	#2
Nate the great Sir Penguin of Edinburgh Posts: 12,375 Karma: 23555235 Join Date: Apr 2007 Location: DC Metro area Device: Shake a stick plus 1	*bump* Can anyone answer my question?

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08-24-2009, 11:51 PM	#3
Suwat Enthusiast Posts: 25 Karma: 14 Join Date: Jul 2009 Location: Nakhon Pathom, Thailand Device: Nokia N800, SmartQ7	Hi Nate, I'm not sure my info will be useful to you or not. I bought my q7 from Eletroworld and they charged me US$ 35 to ship it to Thailand. You live a lot farther away so I think $24 probably's ok. For repair cost, it depends on their policies and how you see it. Strictly speaking, it's under warranty and they should pay for the repair. But for $12, I think I probably would not go thru the hassle of arguing with them. Another info that might be of interest to you. My q7 clock runs a bit too fast and I talked with the guy at Eletroworld. Lastly, they wanted me to send it back for repair which I decided against. However, they asked me to pay for the delivery to them and they would pay for the delivery back to me. Just my 2 cents.

08-25-2009, 06:21 AM	#5
tompe Grand Sorcerer Posts: 7,452 Karma: 7185064 Join Date: Oct 2007 Location: Linköpng, Sweden Device: Kindle Voyage, Nexus 5, Kindle PW	So it seems they think it is not a warranty issue since you have to pay for the repair and that is why they charge for the shipping.

08-25-2009, 08:51 PM	#7
Nate the great Sir Penguin of Edinburgh Posts: 12,375 Karma: 23555235 Join Date: Apr 2007 Location: DC Metro area Device: Shake a stick plus 1	Thanks, everyone. Part of what bothers me is that they didn't tell me there would be a return shipping charge. I find it unreasonable that they should hold me over a barrel like this. And one thing I forgot to mention was that sending the money will cost $25 wire transfer fee, so my repair costs are $49 at a _minimum_ for a device that is under warranty. I get the impression that they only handle local repairs, and that the resellers are expected to deal with this. Well, my Ebay seller said in the auction that he doesn't.

08-25-2009, 11:18 PM	#9
Houndx Groupie Posts: 159 Karma: 149 Join Date: Jul 2009 Device: A81 MID, Dell Streak	Since the device isn't intended for sale outside of China, I'm not surprised. Something that might be worth checking in to for anyone needing service in the future is the repair service at allpmp.com. Their max charge is $23.90, which includes them dealing with the manufacturer and shipping it back to you - doesn't matter if you bought it from them, or not. I haven't used the service so I can't vouch for it, but I did buy my q7 from them and that was a pleasant transaction.

08-27-2009, 09:30 AM	#11
Houndx Groupie Posts: 159 Karma: 149 Join Date: Jul 2009 Device: A81 MID, Dell Streak	lol, thanks

08-27-2009, 01:55 PM	#12
ChineseGadgets Member Posts: 23 Karma: 10 Join Date: Aug 2009 Device: SmartQ 5	Not to be an ass, but I think that's one of the risks when you order stuff from China. I personally don't have a real problem with it, because I know that if the devices were sold here in Europe I would have to pay at least double the price because of all the consumer rights we have here. I've never used the warrenty of anything I bought here, but I still paid for it.

09-21-2009, 12:22 PM	#14
Nate the great Sir Penguin of Edinburgh Posts: 12,375 Karma: 23555235 Join Date: Apr 2007 Location: DC Metro area Device: Shake a stick plus 1	My SmartQ 7 is back, after 2 months and 4 days. It's been so long that I don't know where I put the power supply.