How is our customer service to you?

[Solicitous]

Originally Posted by theducks

Have you ever filled out all the US Customs forms needed to ship a commercial product? PITA

Individuals shipping gifts usually have it asy.
And before you suggest it I had a friend and customs agent down under advise me to never falsify a customs document (gift, being a common one) as a business. If discovered, Every item you ship will get extra scrutiny...Forever
(I also got tips on how much can be shipped, where it is not worth their effort to collect duty)

I'm really surprised that if filling out US Customs forms was such a hassle that the US Customs would have developed some form of electronic form to use ie: import spreadsheet and auto-fill the appropriate number of forms...does mean they need to be checked but still quicker than filling each out individually.

[Jane A]

Originally Posted by Musicman

I requested a replacement for my slate blue pocket pro this morning and received my RMA Number and UPS Shipping label via e-mail in less then 12 hours total.

That's good customer service in my book!

My experience was exactly the same today. I called, spoke with Amy, and she emailed the RMA and shipping label to me right away. I am replacing my Purple Pocket Pro due to the paint failure issue. (sob)

[808Tom]

Originally Posted by Robertb

Dear All:

We would welcome your comments on Astak's Customer Service! If you have written to support@astak.com or made a phone call or needed information... we would like to hear from you.

Please have had a factual contact with Astak Customer Service. At least please rate on a scale of 1-5:

(1) Poor
(2) Fair
(3) Decent
(4) Very Good
(5) Exceptional and Excellent

How was their courtesy? Did they get back to you promptly? Did they get you an answer willingly? What was done wrong and what was done right?
How could we improve?

____________

My experience is Poor to at best Fair:
I bought an Astak eReader and received it 7 day's ago --- with hairline cracks and a non working "charge" light ....
1. I have sent at least 3 email messages {two before delivery questioning shipping costs & once since receiving -- due to defects} and not received any response ... a very bad indicator of a "system that is not working" as it should.
2. I have left two phone messages and received one "call back" when I should have received two (2)
3. and I wait for input ... not a good sign of what "things are really like" ....
4. I have a "very loyal streak" to products & company's I think should be "good" --- Astak seems to look like they "have things together" but my experience is suggesting "otherwise" --- too bad.

808Tom

[bull]

My PEZ just arrived here in Christchurch, New Zealand and I couldn't be happier with the service Astak has provided.

There was initially a mistake by PayPal that put two charges through (one with my shipping address, the other with my billing address). Only a few hours after I placed the order Judy contacted me wanting to confirm the correct address, and after realizing the mistake PayPal had made, a refund was issued WITHIN THE HOUR. The single order was shipped the same day and arrived 4 working days later.

In regards to Robert's comments about future international orders, my guess is that it has more to do with cost and warranty issues. The customs form was not that complicated, and apart from the sender and receiver addresses there were only 4 tick boxes and 4 value declarations to fill. What DID surprise me was that while Astak only charged US$40 for shipping, it actually cost them $45 (including insurance).

I would be very disappointed if Astak no longer ships internationally - based on the short time I've had to use the PocketPro and the great customer service - I would definitely be a return customer.

[theducks]

Originally Posted by SDRebel

I am just asking in general what is the problem they are seeing.

My point was, it is not simply putting an address label and postage as it is for shipping within the States.

Custom rules for technology shipped from the States varies by country.

It is not a simple Xerox of the forms.
Each form has to have the Complete recipient info entered, commodity codes , usually done electronically.
Just be glad these are only a few hundred dollars. The more expensive the shipment, the more paperwork .

[frozennorth]

Originally Posted by bull

What DID surprise me was that while Astak only charged US$40 for shipping, it actually cost them $45 (including insurance).

That might be one of the reasons they consider dropping international orders. They are losing money on the shipping.

[gargoyle67]

@Robertb, Wouldn't mind a reply back about my international order still only got the paypal auto response and have emailed asking if the order is shipped still no response.
Paypal Transaction ID: 28G36148KM592392V

[Toeknee]

Originally Posted by gargoyle67

@Robertb, Wouldn't mind a reply back about my international order still only got the paypal auto response and have emailed asking if the order is shipped still no response.
Paypal Transaction ID: 28G36148KM592392V

I believe that RobertB is on the sales end of the machine. I paid by paypal and also did not get a notification. Try sending an email to support@astak.com with your name, address and other information. It worked for me.

I ordered it on the weekend and it got onto a plane headed to Canada at 1am this morning <rubs hands in glee>.

[gargoyle67]

@Toeknee, That's the email addy I sent to ask about shipping

[Toeknee]

I would try re-sending the email. The lady who responded to mine explained to me that their systems currently do not allow them to auto send notifications to Paypal purchasers. Just some of the growing pains that we all have to endure if we want to support the startup.

They responded to me within hours so maybe your email got lost in the shuffle.

[gargoyle67]

Originally Posted by Toeknee

maybe your email got lost in the shuffle.

mmm sounds a bit like the dog ate my homework excuse should I really have to email a company that wants my future business multiple times to answer a simple shipping question ?

[kennyc]

Originally Posted by gargoyle67

mmm sounds a bit like the dog ate my homework excuse should I really have to email a company that wants my future business multiple times to answer a simple shipping question ?

Great point. I'm trying to get them to respond to my emails for three days now.

I did get one response saying Ruby would get back to me......

[gargoyle67]

@Kennyc, Yes if their so busy they can't call you back for 3 days perhaps they should hire more staff, Nar that's a ludicrous thought, Why would a professional company do such a thing

[sian]

(5) Exceptional and Excellent

they were very helpful and even when we got stuck they looked into it for me

ur staff sre the best and really understand me and my partners needs and difficulties that come with the fact we are both disabled

thanks amy and the rest of astak for all your help and patients

my one suggestion is have somew way to let the custusmer know when you hafve reseved the paypal requested money

[kennyc]

Originally Posted by kennyc

Great point. I'm trying to get them to respond to my emails for three days now.

I did get one response saying Ruby would get back to me......

I did get a response after bugging them again, but it wasn't the one I wanted. at this point my PP is returned and am looking forward to a credit on my CC acount.