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Old 11-23-2021, 07:58 PM   #1
Glottis
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Onyx have the worst customer service

I've contacted them multiple times and had nothing but automated responses.

The last firmware update (or possibly 3.1) completely ruined my Poke 2.

The battery drains intermittently, sometimes lasting the normal amount of time and other times draining almost completely in less than a day. Wi-fi off, Bluetooth off, background apps frozen, etc.

I can't even turn it off fully, as it doesn't get past the boot screen unless I plug it in!

Factory resets don't change anything except add time and annoyance to solving a problem they created.

I've got nothing from this poor excuse for a company. All I want to do is downgrade the firmware back to a working version!

I will never be buying anything from them again and will be telling everyone I know - which admittedly isn't all that many - to stay well clear of this brand.
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Old 11-23-2021, 09:03 PM   #2
hobnail
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They're in China so it's unsurprising, to me at least. If everything is working the way you want then they're ok, otherwise you're hosed. They're just out to make a quick buck as far as I'm concerned.

Last edited by hobnail; 11-23-2021 at 09:08 PM.
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Old 11-23-2021, 09:43 PM   #3
winstonma
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I have very similar problem. And people said it can be solved by replacing battery. I ordered replacement battery from Taobao (Mine is Nova) and you should be able to find the replacement battery from Aliexpress.

Also I heard that the battery last longer if you don't use Google Play. I didn't test it myself but I never enable Google Play (still have the shut down problem). It seems to me that the root cause is the stock battery.

Last edited by winstonma; 11-23-2021 at 10:13 PM.
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Old 11-24-2021, 05:55 AM   #4
Renate
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Quote:
Originally Posted by Glottis View Post
I can't even turn it off fully, as it doesn't get past the boot screen unless I plug it in!
Sounds like the battery. Full power reboot usually runs at full speed and takes a lot of power. A battery with high resistance won't be able to do that no matter how high it's charged.

And when you speak of "worst customer service", you do realize that the competition for that title is pretty fierce?
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Old 11-24-2021, 08:07 PM   #5
Glottis
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Ha, I do realise there's a lot of competition. I suppose I should have said, "for me."

I guess I'll hope the next firmware gets released for the poke 2 and keep my fingers crossed it works. If not, I'll have to see about getting the battery replaced
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Old 11-25-2021, 04:01 AM   #6
winstonma
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Quote:
Originally Posted by Glottis View Post
Ha, I do realise there's a lot of competition. I suppose I should have said, "for me."

I guess I'll hope the next firmware gets released for the poke 2 and keep my fingers crossed it works. If not, I'll have to see about getting the battery replaced
I bought ebooks from a ebook store and use their Android App to read books. Unfortunately all the offline books are DRM encrypted. Which means when I open an ebook it tooks 30 seconds (and 30 seconds of CPU power) to decrypt the book. It is very likely that the device could reboot during the book opening period.

Somehow I find a way to get the DRM removed and read the book using Neoreader. It only take 2 seconds to open the book. Also my device is less likely to reboot now.

To save some battery from Onyx Boox I should try to obtain the DRM-free book on the device. And use the built-in Neoreader to read the ebook.
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Old 11-25-2021, 06:45 AM   #7
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30 seconds to open a book is criminal. Even 2 seconds is too slow.
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Old 11-25-2021, 11:27 AM   #8
booxnote
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Please get in touch with our service team. Thank you.

Heya, we are very sorry for the problem that you encountered with your Poke2. Not sure how you got in touch with us. Our service team normally replies to customers within 48 hours during working days after they receive the service request.

But could you please quickly fill in this service form so that our service team can help you when they receive your service request? Here is the service form link https://help.boox.com/hc/en-us/requests/new .

Firmware 3.2 will come to Poke2, but it will be in a month or so. So before that, it is better to get in touch with our service team to solve your problem.

Thanks and regards
BOOX




Quote:
Originally Posted by Glottis View Post
I've contacted them multiple times and had nothing but automated responses.

The last firmware update (or possibly 3.1) completely ruined my Poke 2.

The battery drains intermittently, sometimes lasting the normal amount of time and other times draining almost completely in less than a day. Wi-fi off, Bluetooth off, background apps frozen, etc.

I can't even turn it off fully, as it doesn't get past the boot screen unless I plug it in!

Factory resets don't change anything except add time and annoyance to solving a problem they created.

I've got nothing from this poor excuse for a company. All I want to do is downgrade the firmware back to a working version!

I will never be buying anything from them again and will be telling everyone I know - which admittedly isn't all that many - to stay well clear of this brand.
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Old 11-25-2021, 11:33 AM   #9
booxnote
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Hi,there, we have a professional service team to help our customers with any concerns (pre-sale and after-sale). It is just that sometimes the system may play up and our service team does not get the service request. We also have service partners in both EU and US.

If you use BOOX and encounter any problems, please fill in this service form quickly https://help.boox.com/hc/en-us/requests/new. Our service team is here to help. Thank you for you interest in BOOX.

Quote:
Originally Posted by hobnail View Post
They're in China so it's unsurprising, to me at least. If everything is working the way you want then they're ok, otherwise you're hosed. They're just out to make a quick buck as far as I'm concerned.
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Old 11-26-2021, 11:26 AM   #10
kari-star
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Quote:
Originally Posted by Glottis View Post
I've contacted them multiple times and had nothing but automated responses.

The last firmware update (or possibly 3.1) completely ruined my Poke 2.

The battery drains intermittently, sometimes lasting the normal amount of time and other times draining almost completely in less than a day. Wi-fi off, Bluetooth off, background apps frozen, etc.

I can't even turn it off fully, as it doesn't get past the boot screen unless I plug it in!

Factory resets don't change anything except add time and annoyance to solving a problem they created.

I've got nothing from this poor excuse for a company. All I want to do is downgrade the firmware back to a working version!

I will never be buying anything from them again and will be telling everyone I know - which admittedly isn't all that many - to stay well clear of this brand.
Hey, I also have a Poke2 and noticed the battery is not working as well as it did just a couple of months ago. Your post got me curious so I looked and I think I'm running firmware 3.0 - I haven't updated to 3.1. However I found this page on the Boox website with info about firmware including notes and download for earlier versions. https://downloads.boox.com/download/poke

I did just try some new optimizations but am not super hopeful. I'm pretty bummed about the battery. I've had the Poke2 for just 16 months!
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Old Yesterday, 03:48 AM   #11
Onyx Boox
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Hi user, sorry for the inconvenience. Please contact our customer service via https://help.boox.com/hc/en-us/requests/new. Our colleague responsible for after-sales service will assist you to solve the problem. Thank you for the support.
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