Sending Back my EzReader Pocket Pro

jbrephan · 09-27-2009, 12:35 AM

Jay Rephan
<address removed by moderator.>

RMA# <removed by moderator>

Dear Astak,

There are three (3) reasons I am returning my EZ Reader Pro

1. The unit’s contrast between the actual print and the background makes the ebooks too hard to read. The text is too grey (not Black enough) and the background is not white enough… not enough contrast…

2. The paint on the unit is crinkled around some of the edges… poor finishing…

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 called your support people and it took me three days to successfully reach someone… the message said the fastest way was through email… I sent the email and waited around for someone to respond for about 6 hours with no call back, nor return email. Poor customer service.

I won’t be buying Astak again without a significant discount of some kind – after you improve the contrast and build quality.

I will be watching the forums. (which is where I learned of your products.)

pilotbob · 09-27-2009, 12:45 AM

Two points...

1. All eInk screens will look like that. So, don't bother buying another eInk device if you didn't like the screen.

2. 6 hours... really? I know we are all used to "internet speed" these days... but waiting 24-48 hours isn't unreasonable. It's not like you need life saving oxygen delivered to your house.

Anyway... sorry you didn't like your device. I assume they will take it back and give you a refund.

BOb

Xerxes · 09-27-2009, 03:09 AM

I knew about the paint issues, reason for getting a black. But the screen? It looks amazing on all the videos I've seen. And most reviews think highly of it, aside from crappy menu contrast. Can't wait to get mines Thursday, although I think I may get it sooner than even UPS thinks.

gargoyle67 · 09-27-2009, 04:35 AM

@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.

Xerxes · 09-27-2009, 04:44 AM

Quote:

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.

And Robert has gone missing for a couple of days it seems. That really sucks. I ordered on the 25th and it said I should get it on the 1st. Being international though, I know it would be as zippy or in order but, yeah that's slacking. Hell I only went with them cause I seemed like everyone was having a pleasant experience.

gargoyle67 · 09-27-2009, 05:25 AM

At least if anything goes wrong we can claim the money back via paypal

Xerxes · 09-27-2009, 06:13 AM

Quote:

Originally Posted by gargoyle67

At least if anything goes wrong we can claim the money back via paypal

Hmmm, it doesn't excuse them for ignoring you, but didn't they have a message up about not being able to process sent emails if paid by PayPal? Guess that shouldn't have anything to do with a tracking number.

kennyc · 09-27-2009, 06:13 AM

Jay, et. al.

Wrt the screen and contrast. The PP screen contrast appears to be exactly the same as on the new Sony 300. I too was slightly disappointed in the slightly lower contrast as compared to my Sony 505. That and a number of UI/operational issues led me to return my black Pocket Pro. After I'd evaluated other options though I realized there wasn't much else with the same features and as a result have ordered a new black Pocket Pro which I expect to receive in the coming week. I'm hoping there is no battery or USB connector issue as my first PP had no problem with either of these.

I also had significant issues getting email responses last week as I was trying get them to just simply send the "returned" Pocket Pro back to me -- which didn't happen so I'm waiting to get a credit on my account at this point.

Xerxes · 09-27-2009, 06:17 AM

Quote:

Originally Posted by kennyc

Jay, et. al.

Wrt the screen and contrast. The PP screen contrast appears to be exactly the same as on the new Sony 300. I too was slightly disappointed in the slightly lower contrast as compared to my Sony 505. That and a number of UI/operational issues led me to return my black Pocket Pro. After I'd evaluated other options though I realized there wasn't much else with the same features and as a result have ordered a new black Pocket Pro which I expect to receive in the coming week. I'm hoping there is no battery or USB connector issue as my first PP had no problem with either of these.

I lol'd.

Motto: The Pocket Pro, it's almost your best option when you look around.
Or: The Pocket Pro, you might return it at first but you'll want it back. So don't return it.
Or: Are customer services isn't that bad. Except to gargoyle67.

kennyc · 09-27-2009, 06:20 AM

Yeah, something like that or

"what are you willing to live with"

kennyc · 09-27-2009, 06:21 AM

Or.....

hmmmm......maybe the Opus.....

HarryT · 09-27-2009, 06:33 AM

The screen on the Opus will be exactly the same as the Sony 300 and the Pocket Pro. It's the same screen.

kennyc · 09-27-2009, 06:51 AM

Yep.

all the same manufacturer....

Xerxes · 09-27-2009, 06:55 AM

Quote:

Originally Posted by kennyc

Yeah, something like that or

"what are you willing to live with"

That would be a great tagline.

Really my search lead me here and I hope Thursday it was allllllllllllll worth it. It's what I'm willing to live with. Teehee.

HarryT · 09-27-2009, 06:55 AM

Indeed. All made by PVI in Taiwan on the same production line in the same factory. The screens really are identical.

09-27-2009, 12:35 AM	#1
jbrephan Junior Member Posts: 4 Karma: 10 Join Date: Sep 2009 Device: Astak EZReader Pro	Sending Back my EzReader Pocket Pro Jay Rephan <address removed by moderator.> RMA# <removed by moderator> Dear Astak, There are three (3) reasons I am returning my EZ Reader Pro 1. The unit’s contrast between the actual print and the background makes the ebooks too hard to read. The text is too grey (not Black enough) and the background is not white enough… not enough contrast… 2. The paint on the unit is crinkled around some of the edges… poor finishing… 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 called your support people and it took me three days to successfully reach someone… the message said the fastest way was through email… I sent the email and waited around for someone to respond for about 6 hours with no call back, nor return email. Poor customer service. I won’t be buying Astak again without a significant discount of some kind – after you improve the contrast and build quality. I will be watching the forums. (which is where I learned of your products.) Last edited by pilotbob; 09-27-2009 at 12:42 AM. Reason: removed private info. If you really want it there you can edit it back in.

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09-27-2009, 12:45 AM	#2
pilotbob Grand Sorcerer Posts: 19,832 Karma: 11844413 Join Date: Jan 2007 Location: Tampa, FL USA Device: Kindle Touch	Two points... 1. All eInk screens will look like that. So, don't bother buying another eInk device if you didn't like the screen. 2. 6 hours... really? I know we are all used to "internet speed" these days... but waiting 24-48 hours isn't unreasonable. It's not like you need life saving oxygen delivered to your house. Anyway... sorry you didn't like your device. I assume they will take it back and give you a refund. BOb

09-27-2009, 03:09 AM	#3
Xerxes Addict Posts: 355 Karma: 90 Join Date: Sep 2009 Location: Houston, TX Device: Astak EZReader, Pocket Pro	I knew about the paint issues, reason for getting a black. But the screen? It looks amazing on all the videos I've seen. And most reviews think highly of it, aside from crappy menu contrast. Can't wait to get mines Thursday, although I think I may get it sooner than even UPS thinks.

09-27-2009, 04:35 AM	#4
gargoyle67 Addict Posts: 231 Karma: 180249 Join Date: Mar 2009 Device: Kobo Aura	@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.

09-27-2009, 05:25 AM	#6
gargoyle67 Addict Posts: 231 Karma: 180249 Join Date: Mar 2009 Device: Kobo Aura	At least if anything goes wrong we can claim the money back via paypal

09-27-2009, 06:13 AM	#8
kennyc The Dank Side of the Moon Posts: 35,872 Karma: 118716293 Join Date: Sep 2009 Location: Denver, CO Device: Kindle2; Kindle Fire	Jay, et. al. Wrt the screen and contrast. The PP screen contrast appears to be exactly the same as on the new Sony 300. I too was slightly disappointed in the slightly lower contrast as compared to my Sony 505. That and a number of UI/operational issues led me to return my black Pocket Pro. After I'd evaluated other options though I realized there wasn't much else with the same features and as a result have ordered a new black Pocket Pro which I expect to receive in the coming week. I'm hoping there is no battery or USB connector issue as my first PP had no problem with either of these. I also had significant issues getting email responses last week as I was trying get them to just simply send the "returned" Pocket Pro back to me -- which didn't happen so I'm waiting to get a credit on my account at this point.

09-27-2009, 06:20 AM	#10
kennyc The Dank Side of the Moon Posts: 35,872 Karma: 118716293 Join Date: Sep 2009 Location: Denver, CO Device: Kindle2; Kindle Fire	Yeah, something like that or "what are you willing to live with"

09-27-2009, 06:21 AM	#11
kennyc The Dank Side of the Moon Posts: 35,872 Karma: 118716293 Join Date: Sep 2009 Location: Denver, CO Device: Kindle2; Kindle Fire	Or..... hmmmm......maybe the Opus.....

09-27-2009, 06:33 AM	#12
HarryT eBook Enthusiast Posts: 85,544 Karma: 93383043 Join Date: Nov 2006 Location: UK Device: Kindle Oasis 2, iPad Pro 10.5", iPhone 6	The screen on the Opus will be exactly the same as the Sony 300 and the Pocket Pro. It's the same screen.

09-27-2009, 06:51 AM	#13
kennyc The Dank Side of the Moon Posts: 35,872 Karma: 118716293 Join Date: Sep 2009 Location: Denver, CO Device: Kindle2; Kindle Fire	Yep. all the same manufacturer....

09-27-2009, 06:55 AM	#15
HarryT eBook Enthusiast Posts: 85,544 Karma: 93383043 Join Date: Nov 2006 Location: UK Device: Kindle Oasis 2, iPad Pro 10.5", iPhone 6	Indeed. All made by PVI in Taiwan on the same production line in the same factory. The screens really are identical.

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