Experience in returning defective eDGe, anyone?

Originally Posted by alefor

I will let you know what happens.

Thank you. I'm looking forward to your update.

Hi! Just an update.

Entourage has not yet replied to my query if I will get a new device if I return my defective eDGe. I'm sitting tight. But I packed my eDGe in its original box with the polyblock surround inside and stored it in a deep corner of my closet (an exercise in "out of sight, out of mind" since I'm working to meet a Monday next week deadline).

I also sent an email blast to fellow researchers and teachers (non-US) to whom I sent an earlier email blast recommending the eDGe-- this time, I withdrew my recommendations, not because I do not appreciate the utility of the device, but because I don't want to be liable if they get into the same straits that I did if they do buy an eDGE on my recommendation. I'm also telling the same to a professor I will meet tomorrow who got interested in the eDGe while I was working with it in the department and is in the market for a device for his university freshman nephew.

I'm curious. If you combine the cost of shipping to return the eDGe for repair/exchange, and add that to your original purchase cost (via the US forwarding company), how does this compare to the purchase cost of an eDGe from a local European retailer (including shipping and VAT, taxes, etc.)?

I ask because my understanding is that buying the eDGe from a European distributor is currently significantly higher than buying it from the US...

Hi Boris. This is not an exact computation since I had other things sent over from the US with my eDGe. To wit, I applied a ratio formula for computing the part attributed to eDGe based on the total amount I spent for the entire shipment and the proportionate cost of the eDGe against the total declared value (which I declared honestly), when I know that the cost of shipping is based on weight and volume.

So here goes: the amount I spent on my eDGe is GBP 400 (calculated as stated above). Had I bought it from the UK retailer (which is actually located in Netherlands), I would pay in euros: 499 VAT inclusive for the edge and 44.50 for the shipping. If I apply the prevailing exchange rate at the moment (from an internet conversion site), eDGe from a European retailer will cost me about GBP 446. That means a savings of GBP 46 which will be wiped out if I pay 70 to 80 pounds for returning the edge.

The thing is, it's a psychological savings-- in the sense that I did not exactly set aside the amount as a real savings but just had the satisfaction that I'm doing the wisest thing. So, if you're thinking that I can draw from that savings to pay for the return shipping, think again

And the "psychological" part is truly most important. I'm sorry to hear you have to go thru this and I hope they respond soon and just take care of it for you! Stay strong!

Originally Posted by Hopi

The thing is, it's a psychological savings-- in the sense that I did not exactly set aside the amount as a real savings but just had the satisfaction that I'm doing the wisest thing. So, if you're thinking that I can draw from that savings to pay for the return shipping, think again

Thanks for the response, Hopi. I was trying to get a sense if I should recommend European buyers to buy their eDGe locally to make warranty issues easier (cheaper) even if the initial purchase price is higher than buying it from the US.

I'm in Canada, and while buying stuff from the US is generally cheaper, warranties can be an issue for non-US residents. It's something I have to be aware of when buying across the border. A good example right now is buying a car - buying it in the US is 20-25% cheaper, but Canadian dealers won't honour the US warranty on the car, so you have to pay for repairs out of pocket. Mind you, you have the 20-25% you saved that you can calculate against the out of pocket expenses, depending on how you do your accounting

The encouragement is very much appreciated Alefor. Thank you.

Originally Posted by borisb

Mind you, you have the 20-25% you saved that you can calculate against the out of pocket expenses, depending on how you do your accounting

Yup, the savings would probably show up under normal accounting procedures but my problem is liquidity

I got an email in response to my question if I'll get a brand new unit as replacement for my brand new defective unit. This is Entourage's response:

This sounds like something that needs replacement, not repair. However, we can't guarantee anything until we see the unit. If the unit is replaced this early, it is replaced with a new unit.

I normally think well of others and is rarely skeptical so I find this a little encouraging. Makes me think about shipping again. I, however, would like to hear other perspectives. Remember, this is a month's food budget in the dead of UK winter I am contemplating of sacrificing. I apologize for sounding so cheap. But anybody who did full-time postgraduate work on a scholarship would understand my dilemma I think.

I'm a little concerned about the "If this unit is replaced this early". Does that mean that if my defective eDGe sits in my closet any longer without being used, it will be another story? What happens to the one-year warranty?

I imagine it means if you send the unit back after several months of use, they're not going to replace it with a brand new unit. If you just bought it and it needs to be replaced, they'll replace it with a new unit. That's my take, for what it's worth.

Really? Shipping is a month's food budget??? That seems awful high for shipping, but what do I know? Nuffin'

It seems you're new to buying gadgets Generally gadgets will last for a very long time, or something goes wrong very soon. enTourage is offering to give you a new unit now since you only just got it - presumably to prevent you suffering repeated repairs on a "lemon" unit (my sister had a car like that...). If you wait 6 months to return it, they may at that point repair it (by replacing the defective part), although given that you've registered the problem now, they may realize it "broke" early on even though you're returning it later. In any case, the 1 year warranty extends for 1 year. Companies generally, as does enTourage, reserve the right to repair or exchange the unit based on how easy it is to fix the particular problem. In any case, what you get back should be a unit that works 100%.

If you can't afford the shipping now, you can wait and save. Ultimately, enTourage will honour the warranty and ensure you have a 100% functioning eDGe (within 1 year of purchase), so don't worry about not getting this fixed

Here's the first section of the official Warranty statement (https://www.entourageedge.com/suppor...articleid=26):

This Warranty is provided by Entourage Systems, Inc. for the enTourage eDGe and Pocket eDGe. We warrant the enTourage or Pocket eDGe against defects in materials and workmanship under ordinary consumer use for one year from the date of original retail purchase. During this warranty period, if a defect arises in the enTourage or Pocket eDGe, and you follow the instructions for returning the enTourageor Pocket eDGe, we will, at our option, either (i) repair the enTourage or Pocket eDGe using either new or refurbished parts, (ii) replace the enTourage or Pocket eDGe with a new or refurbished enTourage or Pocket eDGe, or (iii) refund the purchase price of the enTourage or Pocket eDGe. This limited warranty applies to any repair, replacement part or replacement enTourage or Pocket eDGe for the remainder of the original warranty period or for ninety days, whichever period is longer. All replaced parts and enTourage or Pocket eDGe’s for which a refund is given shall become enTourage Systems’ property.
This limited warranty applies only to hardware components of the enTourage or Pocket eDGe that are not subject to accident, misuse, neglect, fire or other external causes, unauthorized use, alterations or repair, or commercial use.

As in all things commercial, caveat emptor (buyer beware) when buying something overseas rather than locally. When I buy stuff from Hungary or China, it's with the full awareness that warranties, if any, will be problematic if honoured at all.

Originally Posted by borisb

It seems you're new to buying gadgets Generally gadgets will last for a very long time, or something goes wrong very soon. When I buy stuff from Hungary or China, it's with the full awareness that warranties, if any, will be problematic if honoured at all.

Thanks for the reply everyone. And Boris, I'm not new to buying gadgets - just new to buying from start-ups (sorry if this is not an exact description of the company) and first gen gadgets. My IBM laptop lasted me 8 years and I brought it with me to school everyday. I only had to replace it when the adaptor shorted toward the end because of torn insulator and its performance was severely affected. I have several electronic gadgets (all established brands) and I never had to return any of what I bought ever nor have any fail on me within a month of purchase.

With regards to buying lemons, forgive me if someone from China reads this, I always am aware that I might be wasting my money on China goods. Also, as a rule I try not to eat anything or take any medicine made there (though I can't be exactly sure of this because of outsourcing). But, isn't the eDGe made in China and distributed from the US? Read the sticker on the spine of the eDGe .

What isn't made in China today? Lenova (IBM) laptops are now owned by a Chinese company even

enTourage is a start up, and the eDGe is a first gen product (the Pocket eDGe is arguably second-gen). However, they have a first rate warranty, and first rate customer service, which is exceptional for a startup, and helps compensate for manufacturing problems for a first gen product. They don't seem to hesitate to deal with warranty issues. Did I mention the antenna debacle for the iPhone 4..., or problems with cracking screens, etc?

Hopefully you get your eDGe repaired/replaced soon It's too bad that shipping is that expensive...

I'm with you on that. That so far the company is honourable in its dealings with me and have responded to my emails for technical support within a reasonable period. It's just I'm smarting from all this. The thought of miscalculating and have my well-thought out plan of playing the global market backfire. I just have to lick my wounds for a while.

But I'm thinking of shipping the eDGe soon. I already have said that I hate loose ends. And what will I do with a defective gadget (donate it to a museum but i doubt if they will accept it)

Will keep you posted. Thank you all for taking the time to entertain my lamentations.

Hi! I finally bit the bullet and shipped the eDGe with the defective e-ink screen yesterday. I paid GBP 77.09 at the post office (it would have been higher had I shipped via FedEx). It is due at the RMA department early next week.

Does anybody have an estimate about the number of days I am looking at before I get my eDGe back? Would also like to hear updates from Alefor, in there are any.

Anyone from UK who returned a product to the US-- Did you pay VAT for the replacement product?