Touch Screen broke.... Great Customer Service!

I would just like to share that my eDGe's touch screen became unresponsive couple weeks ago. I contacted customer support, and after verifying that it was a hardware issue, they transferred me to the RMA department, where they sent me a free shipping label to send my eDGe in for repair.

Today, I got my eDGe back! The touch screen was completely fixed and everything works great!

Just wanted to give a shout-out to the hardworking enTourage staff who work hard to keep customers happy. =) I'm very satisfied with the service I received!!

Great! I'm happy to hear it, since I've been a little worried about buying from a company that seems not to be responding to forum posts or to people creating new accounts and requesting newsletters. If they're busy satisfying current owners that's the best reason I know of to ignore possible future customers.

Still undecided between EE, PE, or waiting (hoping!) for new hardware . . .
Filark

Filark, I think even the people here pointing out the lack of official company response on the forums will tell you that actual customer support, for getting your machine up and running, is quite exceptional. I would not hesitate to recommend the company from a customer service (fix your broken machine, resolve a hardware/software issue) perspective.

Synked, thanks for sharing your positive experience with support and Filark, thanks for sharing your concern so this issue can be addressed for people reading the forums and wondering about the same thing. Other than that brief time when support was extremely backed up from all the Home Shopping Channel purchases at once, I think you'll find a LOT more positive than negative reactions.

And, especially since the service issues I had were dealt with personally by someone who no longer works at Entourage, it's nice to hear that these standards are still being upheld.

enTourage tech support/customer service always has been and continues to be top notch. If you have any problem with your eDGe, they're there for you. As Sarah says, while their PR has much to be desired, their tech support is second to none.

As for these forums, let me reiterate that they have never been advertised as an official channel of communication or support by enTourage. These forums are for user-to-user support and communication, although enTourage does occasionally chime in.

If ever you have a question you want answered, or have a technical problem, www.entourageedge.com/support is the "official" portal for this, although we here in the forums are glad to help where and however we can. Likewise, official enTourage communication occurs through http://www.entourageedge.com/blog/, although sometimes a post will be made in these forums by enTourage staff.

This brings up a good point. I purchased my Edge from some store on the East Coast. I did not get the option for any type of protection plan. Does anyone know if Entourage offers one?

enTourage only offers the 1 year warranty.

How long did it take for them to send you the shipping label and to get it back? My touch screen just today became unresponsive too

Originally Posted by borisb

......let me reiterate that they have never been advertised as an official channel of communication or support by enTourage. These forums are for user-to-user support and communication, although enTourage does occasionally chime in......

The extent of Entourage chiming in seems recently to be limited to serving as a censor on this "unofficial" channel of communication. How incongruous. What's up with that?

Yes, I can also say that the customer service of Entourage is one of the best I have dealt with, head and shoulders above certain other companies that I have dealt with; it's certainly a strong point in their operation.