Sending Back my EzReader Pocket Pro

[gargoyle67]

Yes its a clone, Which makes me laugh when all these companies that sell "Their" version of it talk as if they invented it, When in all reality they just stamped their name on it and tweaked the firmware

[pilotbob]

Originally Posted by gargoyle67

@Pilotbob, They do have terrible customer service (for me anyway) I ordered mine on the 22nd I've sent 5 emails, 4 to support@astak.com and 1 to sales1@astak.com and I've still yet to hear from them ! I've also tried phoning them (internationally I'm in the UK) And just get the auto recorded response "all our lines are busy, Please call back or email for a faster response" Yeah right. Still don't know if my pocket pro even left the US, Shit customer care what ever way you look at it.

Well, that's a bit different than...

I sent an email and didn't get a reply or call back after 6 hours.

...don't you think? Believe me, I am no way standing up for Astak... just saying that the expectations might be a bit high in this one case.

Of course if they say on their web site you get a call or response within 1 hour and it takes 2 days... then yes, that is bad.

BOb

[Morlac]

I wonder whether part of the problem stems from a difficulty in their process for handling odd situations (such as international orders) well. My impression is that the bulk of the "they never got back to me"/"it took a long time to get back to me" situations involved that sort of thing. Where we hear "they got right back to me" seems to be in cases where it's a more straightforward process that the support person can handle without needing authorization or input from someone else.

My own situation falls into the latter category -- I asked for a return authorization to address the wrinkling issue. But I also had something like three or four rounds of further email exchanges as I sought clarification or additional information/instructions. In each case, I found that the support people responded within several hours or at most the next day.

[theducks]

My guess is they are simply overwhelmed by the sheer number of service requests they have to deal with between the paint and USB issues.

I was lucky to be one of the first to get mine (Local mail) and discover both problems. It still took almost 48 hours to get a call to arrange a swap out.
My guess is that they have your mail and will honor the request based upon that date.
Let's face the facts: No business wants this kind of grief. How they handle this OMG mess will tell the tale in the end.
Also remember that Astak has all the customers of their other products to support at the same time. I sure would not want to be manning the phones there right now.

[AJ Starr]

The original poster of this thread doesn't say where, geographically he is. He very well could have send the email where it arrived at closing and they didn't get in until the next morning. This is certainly more than the 6 hours.

AJ

[6charlong]

Originally Posted by gargoyle67

Yes its a clone, Which makes me laugh when all these companies that sell "Their" version of it talk as if they invented it, When in all reality they just stamped their name on it and tweaked the firmware

It's the same screen, yes, but the ergonomics are different, the Astak has an SD card slot, so with virtually unlimited capacity, and a user replaceable battery, a must-have for a product like this IMHO.

I've been waiting to post my experiences with the Pocket Pro--wanted to avoid confirmation bias with a new reader--but lately there have been a lot of complaints about the PPro and a lot of unfair criticism so I thought I'd give some early impressions anyway.

I had one of that first batch of colored ones. The blistering of the outer coating must have been a bigger disappointment for Astak than for any of us, but they were very nice about taking it back. I now have a black one and, apart from "operator errors" with it--another problem with a new reader--I'm very happy with it. This may be confirmation bias speaking, but I think it's the best book reader I've used or tried.

The ergonomics are superior. There are a few places where the interface can be improved but I won't really know until I've gotten used to the way it behaves and know I'm not just reacting to my own "operator error," expecting it to act like one of the other eBook readers. All of them have their little peccadilloes but getting down to serious issues, here's some of the features the Pocket Pro really has:

1. The control buttons give you tactile, audible and visual feedback, and the controls offer a crisp, clean "snap" when activated without requiring so much pressure as to make my fingertips sore after an hour or two of reading.

2. The layout of the controls provides easy access to the ones I use the most and encourages smooth reading.

3. The screen size works better for light reading than a 6-inch reader.

4. The light weight surprised me: it actually makes the PPro easier to use, especially when reading for long periods.

5. The ability to organize my library into nested "directory-like" levels provides a notable improvement to organization and the ability to find a particular book in the library.

6. It offers the ability to build and maintain my library using my computer's own SD card slot.

7. Cheap, readily available book lights light the entire screen without the need to weigh down the reader with a full-time reading light, although this is almost certainly an advantage that all 5-inch readers will have.

8. The included cover works very well and saves the bother and expense of having to go buy something from the aftermarket.

After I've used it a bit longer I should have more to say. But this Pocket Pro is a winner. I fretted over stories about problems with the battery while I awaited the arrival of mine, but the Pocket Pro has worked perfectly for me right from the start, right out of the box.

[griffonwing]

Originally Posted by 6charlong

blah blah blah

Excellent preliminary review. I had the same expectations, disappointments, and satisfactions. My PEZ is currently en route back to Astak for a replacement. But during the week i used it, I completed 2 books (Bill the Galactic Hero Book 2 and 3), and started another (Xanth series Book 1).

On a personal note....you name is wrong. It should read 9charlong

[kennyc]

Originally Posted by griffonwing

Excellent preliminary review. I had the same expectations, disappointments, and satisfactions. ...

Agreed. I had lots of niggly things with my Black one and ended up RMA and returning it and almost immediately (upon seeing the Sony 300 in person) got this horrible sinking feeling that I should not have returned it.

Tried for several days to get the service dept to simply slap a return label on it and and send it back but I guess that was too difficult. So as yesterday I've ordered a replacement and will be expecting a credit on my card for the first one.

[griffonwing]

Originally Posted by kennyc

Agreed. I had lots of niggly things with my Black one and ended up RMA and returning it and almost immediately (upon seeing the Sony 300 in person) got this horrible sinking feeling that I should not have returned it.

Tried for several days to get the service dept to simply slap a return label on it and and send it back but I guess that was too difficult. So as yesterday I've ordered a replacement and will be expecting a credit on my card for the first one.

Hopefully you two can be reunited soon

[kennyc]

Originally Posted by griffonwing

Hopefully you two can be reunited soon

I'm expecting the "replacement" early this week.

And I promise not to whine too much about the tiny menu fonts.

[gargoyle67]

@6charlong, No I don't mean a clone of another brand, I mean a Clone of the Hanlin eReader V5 by Jinke who must sell the rights for companies like Astak & Endless Ida's (bebook)to distribute, Other than the color job and name stamp they are ergonomically the same case, Same PCB, Which is why you can use Bebook firmware on a pocket pro.


http://www.jinke.com.cn/Compagesql/E...tail.asp?id=42

[Xerxes]

Originally Posted by kennyc

I'm expecting the "replacement" early this week.

And I promise not to whine too much about the tiny menu fonts.

In the spirit of "what are you willing to live with" I reasoned, I wouldn't be in the menu most of the time. It does seem annoying but using it a minute here or there, shouldn't be a deal breaker. <shrug>

[theducks]

Originally Posted by griffonwing

and started another (Xanth series Book 1).

If you are going to read this stuff, having a PEZ is a benefit. It reduces the number of groaners per page
I bet you loved the Myth series by Bob Aprin .

[griffonwing]

Originally Posted by theducks

If you are going to read this stuff, having a PEZ is a benefit. It reduces the number of groaners per page
I bet you loved the Myth series by Bob Aprin .

I have them all in pbook, MYTH and Phule both. (which is why I downloaded the ebook versions). It's a shame that he passed away. I would dearly love to read more. I know he wrote a couple books in a new series, Dragon something. Have not read them yet.

as for the groaners per page. The more, the better

The only unfortaunate thing right now is that I am maybe 1/5 through the first Xanth book and my PEZ is shipped out. I have to wait a couple weeks before I can continue!! *cry*

[SDRebel]

Originally Posted by jbrephan

3. The unit completely froze-up on me twice… when I was trying to peruse my ebooks… the first time I took the battery out aond then successfully reset the device by using the button on the back – and then the second time I could not get the device to reset at all… it is still in that state as I pack it up and send to you…

I wonder if you faced the same issue I did...what did you try to unlock it?