Help, my pocket pro is locked and can't unlock it

[kennyc]

Originally Posted by KarateMonkey

I finally got through. They're sending me a shipping label.

How long do I have to wait to get it back. I can't go back to paper now. Maybe my wife will let me buy a Jetbook to cover me in the interim. Then when the Pocket Pro comes back we'll have a reader for each of us.

I have no idea about how long, Robert might can answer ??

They seem to be pretty swamped at the moment. My return is supposed to arrive there today and I'm trying to contact them about it, but no response. I have only sent email though, have not tried calling.

[Robertb]

Originally Posted by kennyc

I have no idea about how long, Robert might can answer ??

They seem to be pretty swamped at the moment. My return is supposed to arrive there today and I'm trying to contact them about it, but no response. I have only sent email though, have not tried calling.

Dear Kennyc:

I am Business Development and a different team does Customer Service. IF I press them they get wrankled. If you call them they will merrily answer. Call: 1-866-368-8788

I can tell you that they have a large room filled with about 30 of every color that are tested and approved and have been overly scrutinized. Yes, they are busy... but not swamped. I would see it should be a quick turnaround; but call and let them tell you. My feeling is you will be pleasantly surprised!!

Everyone is aware of how frustrating it is to be without your device. We are not an Amazon or Sony and our size makes it far easier to react quickly!

[kennyc]

Originally Posted by Robertb

Dear Kennyc:

I am Business Development and a different team does Customer Service. IF I press them they get wrankled. If you call them they will merrily answer. Call: 1-866-368-8788

I can tell you that they have a large room filled with about 30 of every color that are tested and approved and have been overly scrutinized. Yes, they are busy... but not swamped. I would see it should be a quick turnaround; but call and let them tell you. My feeling is you will be pleasantly surprised!!

Everyone is aware of how frustrating it is to be without your device. We are not an Amazon or Sony and our size makes it far easier to react quickly!

Thanks Robert. I did get an Email from Amy, so I'm just standing by. I'm sure Ruby is going to think I'm crazy for returning it and then wanting it back.

[SDRebel]

Originally Posted by KarateMonkey

I finally got through. They're sending me a shipping label.

How long do I have to wait to get it back. I can't go back to paper now. Maybe my wife will let me buy a Jetbook to cover me in the interim. Then when the Pocket Pro comes back we'll have a reader for each of us.

I have no idea, but they received mine yesterday, so I hope to hear from them soon.

[daffy4u]

Originally Posted by Robertb

We are not an Amazon or Sony and our size makes it far easier to react quickly!

I hope you didn't mean to imply that Amazon and Sony are slow to respond to customer needs. Amazon has great customer service and they respond very quickly. Kindle owners more often than not will have a replacement Kindle sent to them overnight rather than wait to see what the problem is with their unit (clarification: in those cases where the Kindle has to be sent in).

Now if you mean that an Astak customer can deal with the same CS rep throughout their issue, that would be a great thing to promote... personalized customer service!

[SDRebel]

I talked to Amy and she said mine might be sent back in two days, but she didn't know anything else..... I wished I would get it sooner.... I am tired of being without it.

[Robertb]

Originally Posted by daffy4u

I hope you didn't mean to imply that Amazon and Sony are slow to respond to customer needs. Amazon has great customer service and they respond very quickly. Kindle owners more often than not will have a replacement Kindle sent to them overnight rather than wait to see what the problem is with their unit (clarification: in those cases where the Kindle has to be sent in).

Now if you mean that an Astak customer can deal with the same CS rep throughout their issue, that would be a great thing to promote... personalized customer service!

Dear daffy4u:

I NEVER will say anything bad again about my fellow purveyors of eBook Readers. I meant only that routinely there are advantages to not being so large. Because we are not answering 100-1000 calls a day we can be more customer oriented and move a little quicker. No, not a word of disparity from my hands. I was only saying that there SHOULD be an easier time as we should be more personable in getting answers. It is the nice part of being smaller! That is all I implied.

I am not too happy though with an answer like "it will be shipping within two days". I DO understand that anybody in Customer Service would like to not promise the moon and then disappoint. I think, likely, what Amy meant is that it may go a lot sooner but we commit to two days. We certainly will not drag our feet wasting your precious time... they are just trying to allow for a worst case.

We would all like to answer: "we'll have it out in two hours" but UPS only picks up the end of each day and there are other little emergencies that pop up. Our ladies do a lot more than just turn around product. Amy is a top technician, for example, and answers phone technical support. She has her Masters Degree and she writes a lot of technical specs and jargon for us too.

I am sure that it will be pushed hard to get it out to you!

[tamzilla]

Originally Posted by kennyc

I'm sure Ruby is going to think I'm crazy for returning it and then wanting it back.

You fell in love with all those little niggling things and didn't realize it!

[SDRebel]

Originally Posted by Robertb

Dear daffy4u:

I NEVER will say anything bad again about my fellow purveyors of eBook Readers. I meant only that routinely there are advantages to not being so large. Because we are not answering 100-1000 calls a day we can be more customer oriented and move a little quicker. No, not a word of disparity from my hands. I was only saying that there SHOULD be an easier time as we should be more personable in getting answers. It is the nice part of being smaller! That is all I implied.

I am not too happy though with an answer like "it will be shipping within two days". I DO understand that anybody in Customer Service would like to not promise the moon and then disappoint. I think, likely, what Amy meant is that it may go a lot sooner but we commit to two days. We certainly will not drag our feet wasting your precious time... they are just trying to allow for a worst case.

We would all like to answer: "we'll have it out in two hours" but UPS only picks up the end of each day and there are other little emergencies that pop up. Our ladies do a lot more than just turn around product. Amy is a top technician, for example, and answers phone technical support. She has her Masters Degree and she writes a lot of technical specs and jargon for us too.

I am sure that it will be pushed hard to get it out to you!

we'll see how it goes. I'd certainly like to have it back in my hands pretty soon.....also, I would very much appreciate having the shipping back reimbursed, as everything else is getting a prepaid shipping label.

[KarateMonkey]

Originally Posted by SDRebel

we'll see how it goes. I'd certainly like to have it back in my hands pretty soon.....also, I would very much appreciate having the shipping back reimbursed, as everything else is getting a prepaid shipping label.

Actually I'm paying shipping too. Apparently the guy I talked to in tech support didn't know company policy, or we misunderstood each other. I got a follow-up call last night and they gave me the shipping details.

Honestly, after a day without, I'm willing to pay the $10 to move the process along a couple days faster.

[griffonwing]

Originally Posted by Robertb

I NEVER will say anything bad again about my fellow purveyors of eBook Readers. I meant only that routinely there are advantages to not being so large. Because we are not answering 100-1000 calls a day we can be more customer oriented and move a little quicker. No, not a word of disparity from my hands. I was only saying that there SHOULD be an easier time as we should be more personable in getting answers. It is the nice part of being smaller! That is all I implied.

So, Robert... You talk with your hands? What a novel trick!!

[SDRebel]

Amy just replied to my email and sent me the tracking number. She said they are shipping a new one because the old one was not repairable..... *waiting for my PP again*

[Joe999]

This happened to my mother's: To fix customer service told me to remove the battery and then plug in the device with the power adapter (not to the computer). The device then reset and i put the battery back in. The battery was dead. I have ordered her a new battery as the one that came with it would not hold a charge for more than a couple of hours.

[kennyc]

Originally Posted by Joe999

This happened to my mother's: To fix customer service told me to remove the battery and then plug in the device with the power adapter (not to the computer). The device then reset and i put the battery back in. The battery was dead. I have ordered her a new battery as the one that came with it would not hold a charge for more than a couple of hours.

How were you able to order the battery and how much did it cost?

[brecklundin]

Originally Posted by Joe999

This happened to my mother's: To fix customer service told me to remove the battery and then plug in the device with the power adapter (not to the computer). The device then reset and i put the battery back in. The battery was dead. I have ordered her a new battery as the one that came with it would not hold a charge for more than a couple of hours.

why should you have to pay for a battery if it's PP? ....if the battery is dead already then it was a bad battery and should be covered under warranty.