Oh for $deity sake. - Page 2

pitcher23 · 08-28-2006, 01:11 PM

Quote:

Originally Posted by Mr. Goodbar

I did hear back from iRex first thing this morning and they are sending a replacement unit prior to receiving the defective unit back for repair. All they asked was that I provide the return tracking number and they would ship out the replacement. All in all a reasonable approach.

An approach that I cannot understand why they don't use for defects on original units. I would like to know why they don't institute this method to everyone who orders and receives a defective Iliad.

In other news, they emailed me back saying that they weren't sending me a new box but to use the last one they sent me. So now they are telling me two things and wasted my time for over a week in waiting for a replacement box.

I'm sorry, but their customer service is appalling and I will never buy another item from them again. As soon as I get a working Iliad, it is going stratight to ebay. The only reason I will open it first is to not screw a potential buyer on a very possible DOA unit from them.

I'll wait for the Sony Reader. That reader may have it's own issues we all heard about, but at least Sony is a big company and I have returned merchandise to them with them shipping a working one before the dead one is returned.

El Chupacabra · 08-29-2006, 03:51 AM

Quote:

Originally Posted by pitcher23

An approach that I cannot understand why they don't use for defects on original units. I would like to know why they don't institute this method to everyone who orders and receives a defective Iliad.

In other news, they emailed me back saying that they weren't sending me a new box but to use the last one they sent me. So now they are telling me two things and wasted my time for over a week in waiting for a replacement box.

I'm sorry, but their customer service is appalling and I will never buy another item from them again. As soon as I get a working Iliad, it is going stratight to ebay. The only reason I will open it first is to not screw a potential buyer on a very possible DOA unit from them.

I'll wait for the Sony Reader. That reader may have it's own issues we all heard about, but at least Sony is a big company and I have returned merchandise to them with them shipping a working one before the dead one is returned.

I understand you. We're not asking for too much, I think, we expect a working iLiad in exchange for "working money", nobody has tell them "I'll pay you later, you know"... They should trust us as we have trusted them.
Besides that, take a breath and you'll see how your problem will be solved. Forget about the Sony's, you're an iLiader like us

and we're going to do a great device of it.
Good luck!

scotty1024 · 08-29-2006, 06:17 AM

pitcher23 I feel your anger. My unit stopped charging on the second day, I couldn't reach their customer service because of their European phone number, which they still haven't updated/clarified for a dummy American like me, and when my box arrives there is no shipping label to return it! The silly Customs Invoice XLS they sent me wouldn't print correctly, their fulfillment company lied about the FMV value of the unit and wanted me to commit fraud by signing it.

I corrected the Customs Invoice, forked over the $85 USD to ship it back and its on a plane to Germany as I type this.

I emailed them the tracking number but no response from them so far.

pitcher23 · 08-29-2006, 01:06 PM

Sounds like you and I are in the same boat. I bet that boat makes it over faster than the Iliad

I have been keeping my correspondense to mostly email. If I called them each time, the phone calls would eventually cost more than the Iliad itself at this point.

I cooled down a little and they replied apologetically to me. I took the opportunity to suggest to them if it was possible to send me a working one while I return the defective one and I would provide a tracking number and credit card number for insurance. If I don't hear back by tomorrow, or if they only want me to return it the original way I will send it back and play the waiting game.

scotty1024 · 08-29-2006, 01:27 PM

I did the credit card thing differently, gave it to UPS. I'm willing to put my money where my mouth is, so far they haven't put customer service where their mouth is.

Now the defective unit is swirled into Hurricane Ernesto. UPS is having troubles due to "adverse weather conditions."

If it isn't one thing on this operation its another.

Mr. Goodbar · 08-29-2006, 03:42 PM

I understand the frustration. My first return was held up due to "missing power of attorney" documentation even though I watched the ups folks put all the documentation into the envelope. Someone eventually found it, but it held up the return by two days. Now I'm waiting on shipment notification for 3rd device. Hopefully the 3rd device won't be defective as well.

pitcher23 · 08-31-2006, 11:42 PM

I finally sent the unit back via UPS. There was some confusion though. I explained to UPS everything in the Irex Email, but when the driver came he thought it was within the U.S., so had to come later with the international shipping papers. he had me use expedited shipping. Later on I noticed an express section, which in hindsight is what Irex reccomended in the email. As long as they receive it, I don't mind if it takes a day longer. If anything it should save them money. Anyhow I gave them the tracking number so I will update when Irex receives the Iliad.

Janus · 09-01-2006, 06:04 AM

Quote:

Originally Posted by pitcher23

I'm sorry, but their customer service is appalling and I will never buy another item from them again. As soon as I get a working Iliad, it is going stratight to ebay. The only reason I will open it first is to not screw a potential buyer on a very possible DOA unit from them.

I guess you can say their customer service is also still in beta mode. We all know they are a small company and i believe they didnt plan to sell till september so that might explain the lack of service for some.

Riocaz · 09-01-2006, 06:45 AM

No actually it doesn't.

Even small companies can manage things like "keeping their customer informed" without having to be reminded repeatedly.

A lot of the problems I have seen have been made worse by the utter lack of information coming back from their support team.

pitcher23 · 09-01-2006, 10:47 AM

I agree with Riocaz. It wouldn't have taken much effort to answer emails in a more timely fashion and to keep people informed.

Mr. Goodbar · 09-03-2006, 08:52 AM

I must admit I'm getting pretty frustrated. My first device had a battery that wouldn't charge and my replacement's display didn't work. Absolutely nothing would display. Irex responded they would ship a replacement to me as soon as I could give them a tracking number for the return of the second defective device. This was reasonable and they indicated to just return it in the original shipping package and they provided their billing code for ups. That all sounded great.

Then I don't hear anything from them for a day or two and when I again inquire they indicate my 3rd replacement will be delayed, but I should have it by the start of this week and I would automatically get tracking information as soon as it shipped. Well it's now Sunday and I still don't have any tracking information so I guess the start of this week will slip to the end of this week at best. I just sent the manager I've been conversing with another message asking for an update, but this is getting a little old. I'm ready to just throw in the towel and ask for a refund. I've tried to be patient since I signed up as an early adopter and I did assume there would be some hiccups along the way, but nothing like this!

pitcher23 · 09-03-2006, 06:24 PM

Mine is in Germany now, but not at it's final destination. It had a few hiccups on the way as I saw on the tracking information, such as human error in sorting.

I hope I get a working one because I would hate to go through what you are, especially after the crap I already went through plus the $44 in calls to their tech support. If I get another defective device I am not going for round three. I am going for the refund.

Riocaz · 09-04-2006, 05:38 AM

Quote:

Originally Posted by Mr. Goodbar

Then I don't hear anything from them for a day or two and when I again inquire they indicate my 3rd replacement will be delayed, but I should have it by the start of this week and I would automatically get tracking information as soon as it shipped. Well it's now Sunday and I still don't have any tracking information so I guess the start of this week will slip to the end of this week at best. I just sent the manager I've been conversing with another message asking for an update, but this is getting a little old. I'm ready to just throw in the towel and ask for a refund. I've tried to be patient since I signed up as an early adopter and I did assume there would be some hiccups along the way, but nothing like this!

In all fairness to them, I diddn't get any tracking info regarding my replacement until I moaned about the fact, but it had been shipped. Remember it's not them that send the tracking info out.

Mr. Goodbar · 09-04-2006, 09:47 AM

That appears to be the case for me as well. I received a prompt reply from the iRex manager who is handling my replacement. It appears the unit shipped last Friday and is now in the U.S. and scheduled for delivery tomorrow. So the bottom line is they are meeting their commitment to me. I'm still frustrated with the whole thing, but at least it will be here tomorrow as they committed.

pitcher23 · 09-04-2006, 10:42 AM

Has anyone noticed this on the tracking when sending their defective unit to Irex?

"POWER OF ATTORNEY DOCUMENTATION IS MISSING AND IS REQUIRED FOR CLEARANCE"

I followed their instructions to the letter. I really wish that Irex would have provided all shipping labels and documentation so all I would have had to do was hand it to the UPS person.

09-03-2006, 06:24 PM	#27
pitcher23 Zealot Posts: 138 Karma: 12 Join Date: Mar 2005 Location: New York USA	Mine is in Germany now, but not at it's final destination. It had a few hiccups on the way as I saw on the tracking information, such as human error in sorting. I hope I get a working one because I would hate to go through what you are, especially after the crap I already went through plus the $44 in calls to their tech support. If I get another defective device I am not going for round three. I am going for the refund. Last edited by pitcher23; 09-03-2006 at 06:27 PM.

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08-29-2006, 06:17 AM	#18
scotty1024 Banned Posts: 1,300 Karma: 1479 Join Date: Jul 2006 Location: Peoples Republic of Washington Device: Reader / iPhone / Librie / Kindle	pitcher23 I feel your anger. My unit stopped charging on the second day, I couldn't reach their customer service because of their European phone number, which they still haven't updated/clarified for a dummy American like me, and when my box arrives there is no shipping label to return it! The silly Customs Invoice XLS they sent me wouldn't print correctly, their fulfillment company lied about the FMV value of the unit and wanted me to commit fraud by signing it. I corrected the Customs Invoice, forked over the $85 USD to ship it back and its on a plane to Germany as I type this. I emailed them the tracking number but no response from them so far.

08-29-2006, 01:06 PM	#19
pitcher23 Zealot Posts: 138 Karma: 12 Join Date: Mar 2005 Location: New York USA	Sounds like you and I are in the same boat. I bet that boat makes it over faster than the Iliad I have been keeping my correspondense to mostly email. If I called them each time, the phone calls would eventually cost more than the Iliad itself at this point. I cooled down a little and they replied apologetically to me. I took the opportunity to suggest to them if it was possible to send me a working one while I return the defective one and I would provide a tracking number and credit card number for insurance. If I don't hear back by tomorrow, or if they only want me to return it the original way I will send it back and play the waiting game.

08-29-2006, 01:27 PM	#20
scotty1024 Banned Posts: 1,300 Karma: 1479 Join Date: Jul 2006 Location: Peoples Republic of Washington Device: Reader / iPhone / Librie / Kindle	I did the credit card thing differently, gave it to UPS. I'm willing to put my money where my mouth is, so far they haven't put customer service where their mouth is. Now the defective unit is swirled into Hurricane Ernesto. UPS is having troubles due to "adverse weather conditions." If it isn't one thing on this operation its another.

08-29-2006, 03:42 PM	#21
Mr. Goodbar Wizard Posts: 1,005 Karma: 98078 Join Date: Jul 2006 Location: Atlanta, GA Device: iPad Mini 4	I understand the frustration. My first return was held up due to "missing power of attorney" documentation even though I watched the ups folks put all the documentation into the envelope. Someone eventually found it, but it held up the return by two days. Now I'm waiting on shipment notification for 3rd device. Hopefully the 3rd device won't be defective as well.

08-31-2006, 11:42 PM	#22
pitcher23 Zealot Posts: 138 Karma: 12 Join Date: Mar 2005 Location: New York USA	I finally sent the unit back via UPS. There was some confusion though. I explained to UPS everything in the Irex Email, but when the driver came he thought it was within the U.S., so had to come later with the international shipping papers. he had me use expedited shipping. Later on I noticed an express section, which in hindsight is what Irex reccomended in the email. As long as they receive it, I don't mind if it takes a day longer. If anything it should save them money. Anyhow I gave them the tracking number so I will update when Irex receives the Iliad.

09-01-2006, 06:45 AM	#24
Riocaz Fulfilled but not by iRex Posts: 932 Karma: 286846 Join Date: May 2006 Location: London Device: Far too many	No actually it doesn't. Even small companies can manage things like "keeping their customer informed" without having to be reminded repeatedly. A lot of the problems I have seen have been made worse by the utter lack of information coming back from their support team.

09-01-2006, 10:47 AM	#25
pitcher23 Zealot Posts: 138 Karma: 12 Join Date: Mar 2005 Location: New York USA	I agree with Riocaz. It wouldn't have taken much effort to answer emails in a more timely fashion and to keep people informed.

09-03-2006, 08:52 AM	#26
Mr. Goodbar Wizard Posts: 1,005 Karma: 98078 Join Date: Jul 2006 Location: Atlanta, GA Device: iPad Mini 4	I must admit I'm getting pretty frustrated. My first device had a battery that wouldn't charge and my replacement's display didn't work. Absolutely nothing would display. Irex responded they would ship a replacement to me as soon as I could give them a tracking number for the return of the second defective device. This was reasonable and they indicated to just return it in the original shipping package and they provided their billing code for ups. That all sounded great. Then I don't hear anything from them for a day or two and when I again inquire they indicate my 3rd replacement will be delayed, but I should have it by the start of this week and I would automatically get tracking information as soon as it shipped. Well it's now Sunday and I still don't have any tracking information so I guess the start of this week will slip to the end of this week at best. I just sent the manager I've been conversing with another message asking for an update, but this is getting a little old. I'm ready to just throw in the towel and ask for a refund. I've tried to be patient since I signed up as an early adopter and I did assume there would be some hiccups along the way, but nothing like this!

09-04-2006, 09:47 AM	#29
Mr. Goodbar Wizard Posts: 1,005 Karma: 98078 Join Date: Jul 2006 Location: Atlanta, GA Device: iPad Mini 4	That appears to be the case for me as well. I received a prompt reply from the iRex manager who is handling my replacement. It appears the unit shipped last Friday and is now in the U.S. and scheduled for delivery tomorrow. So the bottom line is they are meeting their commitment to me. I'm still frustrated with the whole thing, but at least it will be here tomorrow as they committed.

09-04-2006, 10:42 AM	#30
pitcher23 Zealot Posts: 138 Karma: 12 Join Date: Mar 2005 Location: New York USA	Has anyone noticed this on the tracking when sending their defective unit to Irex? "POWER OF ATTORNEY DOCUMENTATION IS MISSING AND IS REQUIRED FOR CLEARANCE" I followed their instructions to the letter. I really wish that Irex would have provided all shipping labels and documentation so all I would have had to do was hand it to the UPS person.

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