Hi, i'm glad to report that the whole matter resolved well.
Hours after i had post my complaints on Dec 10 i received an email from Truebox explaining me that they have the good-will to send me a battery, and later they provided me with the tracking-id of the new package. And exactly on week later, Wednesday on Dec 17th i got hold of the new battery. I installed it on my FR, and there it was... the power-button turned to 'orange' and after some hours turned to blue - i had read about these colors in the ML but i never had the chance to see them my self, so far! No more excuses for letting FR get dusty. I want to thank Elsie Lee and Steve Mosher for they were kind enough to offer me a replacement battery, with no exchange! I declined their offer deciding to rely on Truebox, and as i have said, Truebox proved a trustworthy commercial-partner to the openmoko community. I also want to thank the members of the community who posted to this thread their frank support to my problem. I believe that their views encouraged the positive resolution of this matter. Sincere Regards to everybody involved Kostis On Wed, Dec 10, 2008 at 5:20 PM, ankostis <ankos...@gmail.com> wrote: > (At least now i got a reply!) > > Your reply raises 3 immediate issues: > > 1) If you were indeed willing to do business with me *before*, why > then did you ignore my last 2+1 mails (see next issue), on Oct 31, Dec > the 1st and Dec the 5th? > > 2) Since you claimed to have sent me already 1 battery and got lost, > and after i had personally instructed you to choose a service with > tracking capabilities from > my country's postal-service, why did you choose to ignore that mail? [3] > > 3) How can you be so sure about whom to blame for the missed delivery > of the battery? > Why should it be a problem with my postal-service and not yours? > How does that attitude imply your willing to do business with me? > > > > Ok, the money issue is not so important, but the failed-to-deliver > support, it is, > therefore i choose to go public with it. > > It is my attitude not to bargain or "blackmail" anyone to provide me > with decent customer-support, > therefore i choose *not* to warn you before sending this complaint > mail, but provide you with enough "pings' to reply. > > I need to insist that it was *after* you repeatedly ignored my mails > that i went public with this issue. > I have been struggling with your services from September, and now it > has been 3 months since then. > > > Although that you state publicly that you choose not to do any more > "business" with me, > i hope that this mail will encourage you to stand-up to your promises > to other OpenMoko adopters for the good of the community. > > > Kostis Anagnostopoulos > > > > [3] My mail asking you to choose a service with tracking capabilities: > ---------- Forwarded message ---------- > From: ankostis <ankos...@gmail.com> > Date: Fri, Oct 31, 2008 at 3:34 PM > Subject: Re: [Fwd: Re: Problem with new battery] > To: Rob Wood <r...@truebox.co.uk> > > > Hi Rob, > > i'm very sorry to hear that my problem has cost TrueBox 2 batteries, > but i assure you that if i finally end-up with 2 batteries, i will > send the spare one back to you, > just as an appreciation of your attitude so far, Rob. > > Yet, at the moment, i have no battery at all! > > My Home address is: > ... > Greece > > My Job Address is: > ... > Greece > > You have succesfully sent me my FR at the second-one (job). > If you choose that one, i would prefer that the packaging is small > so as to avoid any complains on behalf of our support-staff. > > I don't mind waiting for 1-2 weeks or even more, but i would recommend > that your postage-service does indeed provide for "package-tracking", > in order to avoid any problems this time. > (I know, for instance, that the Greek Post-Office provides tracking > even for the cheapest of packagings) > > Thank you in Advance, > Kostis Anagnostopoulos > > On Wed, Dec 10, 2008 at 4:05 PM, Customer Services > <customerservi...@truebox.co.uk> wrote: >> Kostis >> >> It is a real shame that you consider bad mouthing us in public is good >> practice. We have sent you 2 batteries that have not arrived entirely at our >> cost, you claim you have not received them but we have no way to verify that >> is the case. We cannot send batteries with tracking numbers as that >> increases the cost 3 fold, we have done everything we can to rectify your >> problem, we cannot be held responsible for courier/postal services in your >> country. We get complains from customers who ask why we send packages that >> must be signed for! Whatever we do as a company we cannot make everyone >> happy, people have different opinions of what should be done. What I will >> say is that we have many happy customers and your bad mouthing of us in >> public when we have tried to resolve your problem is not acceptable and you >> can take it from us now that we will no longer do business with you as an >> individual because of that. >> >> ankostis wrote: >> >> Hi, >> >> as a last resort i'm reporting publicly my problems regarding a >> broken-on-arrival battery from Truebox.com after i had ordered from >> them OpenMoko's FR, on August 2008. >> >> I reported my problematic battery as soon as i got my hands on it, on >> late August-September on the following MLs: >> [1]: New battery semi-charged but not charging, is protection-circuit >> broken? >> [2]: Will a full discharge reset the battery-protection-circuit's CPU? >> >> I also communicated the problem with truebox and after running a >> script they provided me with, >> they accepted to replace my battery. >> >> Ever since, i sent many mails and received half as many replies, >> but no battery arrived. >> >> Once they claimed me that they had sent a battery but it was somehow >> never delivered to me. >> I asked them for some tracking id but never replied back about it. >> >> >> I'm including just a small fraction of my mail concerning this >> incident, below, as context. >> >> Currently, i'm still using my FR utilizing a Nokia-BL batter with >> 800mh, enough for just some hours of continuous operation. >> I would really appreciate any advice on how to procceed from now on. >> >> Sincerely >> Kostis Anagnostopoulos >> >> >> PS: I live in Greece, Crete, so i suppose that makes me an "endangered >> species", since i have not heard any other Moko-owner from Greece. >> >> >> [1] http://lists.openmoko.org/nabble.html#nabble-td795261 >> [2] http://lists.openmoko.org/nabble.html#nabble-td834341 >> >> >> >> >> >> >> >> >> >> >> ---------- Forwarded message ---------- >> >> From: ankostis <ankos...@gmail.com> >> Date: Fri, Oct 31, 2008 at 2:41 PM >> Subject: Re: [Fwd: Re: Problem with new battery] >> To: Rob Wood <r...@truebox.co.uk>, customerservi...@truebox.co.uk >> >> >> Please, >> >> I bought an FreeRunner OpenMoko device from TrueBox at the mid-of July >> and i received it on August 2008, >> but it had a broken battery. >> I described the problem initially at the openmoko mailling-lists: >> >> http://lists.openmoko.org/pipermail/support/2008-August/002388.html >> >> I reported the problem to TrueBox back on September the 1st, >> and then i was told by Rob Wood that you will send me a replacement battery. >> (i provide some context from older emails, below) >> >> I'm still waiting for my replacement-battery to arrive. >> The last mail i sent 3 days ago,went un-answered. >> >> Can you please give me an update on this item? >> >> Greetings, >> Kostis Anagnostopoulos >> >> >> >> On Tue, Sep 2, 2008 at 12:36 PM, Rob Wood <r...@truebox.co.uk> wrote: >> >> >> Hi Kostis, >> >> It does look like there is a problem with your battery. We will post you a >> replacement. >> >> Best regards, >> >> Rob >> >> >> On Thu, Oct 16, 2008 at 10:48 AM, Rob Wood <r...@truebox.co.uk> wrote: >> >> >> A second one was sent when we "talked" last time. I guess it has not >> arrived? >> >> Cheers >> >> Rob >> >> On Thu, Oct 2, 2008 at 1:33 PM, Rob Wood <r...@truebox.co.uk> wrote: >> >> >> We will ship you another battery. Can you just confirm your FULL address in >> the format that has the best chance of it being delivered:) >> >> >> On Wed, Oct 29, 2008 at 8:00 PM, ankostis <ankos...@gmail.com> wrote: >> >> >> Hi, Rob, >> >> i still have not received the battery, and it's been almost a month >> since you send it. >> It ussualy takes (approximately) a week for a normal package to arrive >> from UK to Greece by Royal Mail. >> >> Can you check it one more time, please, >> >> Greetings, >> Kostis >> >> >> -- >> -------------------------------------------------------------------- >> Customer Services - TrueBox >> https://www.truebox.co.uk/trueboxportal/index.php?wk=ContactUs >> T: +44-845-508-3397 F: +44-190-826-8908 Time zone: London >> Our helpline is open between 09:30 and 17:00 Monday to Friday. >> SolutionTrax Ltd Registered in England: 4494022 Trading as TrueBox >> Please note: Calls to our helpline may be monitored and or recorded >> for training and security purposes. >> > _______________________________________________ Openmoko community mailing list community@lists.openmoko.org http://lists.openmoko.org/mailman/listinfo/community