Re: Bad Customer support from Truebox.com about a Broken Battery
Just for the record, informing also this thread that the situation was settled good, as i have already reported a month ago in the following thread: http://lists.openmoko.org/pipermail/community/2008-December/038414.html Kostis ___ Openmoko community mailing list community@lists.openmoko.org http://lists.openmoko.org/mailman/listinfo/community
Re: Bad Customer support from Truebox.com about a Broken Battery
Rus wrote: On Thu, 11 Dec 2008, Steve Mosher wrote: :The standard package does not come with a stylus or a SD card. : :For the first few months of sales we shipped the laser stylus and the :512MB card as gifts or extras for single pack purchases. : :Subsequently we substituted a regular stylus as opposed to the Laser :Stylus/pen/pointer and stopped shipping the 512MB cards as they are :difficult to source. : :check the green label on the box exterior. It should have the proper box :contents. : I've purchased single pack + debug board at beginning of september. On the green paper strip around the black box is clearly printed : Package includes: USB cable, stylus+laser pen, AC adapter, 1200mAh Li-ion rechargable battery. i changed the green strip in october and replaces the laser pen/stylus with a stylus. So when I visit http://openmoko.com/product-include.html - there was no mention at all that part of the listed package content is a gift ;) Anyway, it is very wise to ship mobile device with touchscreen without stylus, especially Neo, wich is not intented to operate without it. Or may be you have another Neo experience ? I was not impressed by missed package contents, but OpenMoko attention to my letter, in which I was asking help to clarify things - they didn't answer at all ;( Ok, let's close this silly thread and concentrate at developing ;) it very possible you recieved an improperly packed box. in sept it should have had a laser pen and 512 sdcard. email me privately. : : Rus ___ Openmoko community mailing list community@lists.openmoko.org http://lists.openmoko.org/mailman/listinfo/community
Re: Bad Customer support from Truebox.com
On Thu, Dec 11, 2008 at 8:09 AM, Christoph Pulster openm...@pulster.dewrote: since i have not heard any other Moko-owner from Greece. I shipped around 5 units to Greece. We shipped with registeredinsured DHL airmail parcel. Unfortunately the local Greece post services does delivery of these shiments, which always is causing a lot of trouble and delays. So please dont blame it on Truebox, as I can see they offered you maximum of service. Christoph Openmoko Shop www.pulster.de Postal service in general is A PROBLEM! I have bad experience with the German, the French and the Dutch Post! Once (in Germany!) it took them 3 weeks to find the package (not an Openmoko one!). Finally I got it but ... what a trouble! Cheers Tony ___ Openmoko community mailing list community@lists.openmoko.org http://lists.openmoko.org/mailman/listinfo/community
Re: Bad Customer support from Truebox.com about a Broken Battery
On Thu, 11 Dec 2008, Steve Mosher wrote: :The standard package does not come with a stylus or a SD card. : :For the first few months of sales we shipped the laser stylus and the :512MB card as gifts or extras for single pack purchases. : :Subsequently we substituted a regular stylus as opposed to the Laser :Stylus/pen/pointer and stopped shipping the 512MB cards as they are :difficult to source. : :check the green label on the box exterior. It should have the proper box :contents. : I've purchased single pack + debug board at beginning of september. On the green paper strip around the black box is clearly printed : Package includes: USB cable, stylus+laser pen, AC adapter, 1200mAh Li-ion rechargable battery. So when I visit http://openmoko.com/product-include.html - there was no mention at all that part of the listed package content is a gift ;) Anyway, it is very wise to ship mobile device with touchscreen without stylus, especially Neo, wich is not intented to operate without it. Or may be you have another Neo experience ? I was not impressed by missed package contents, but OpenMoko attention to my letter, in which I was asking help to clarify things - they didn't answer at all ;( Ok, let's close this silly thread and concentrate at developing ;) : : Rus ___ Openmoko community mailing list community@lists.openmoko.org http://lists.openmoko.org/mailman/listinfo/community
Re: Bad Customer support from Truebox.com about a Broken Battery
Bad move, guys. If the customer says the goods haven't arrived, you have to take it on the chin send a replacement, unless you can prove otherwise. ankostis' words i had personally instructed you suggest to me that he may be a demanding unwelcome customer - if I were writing I would advise you to choose a service with tracking capabilities - but that does not justify accusing him of bad mouthing you. Your mother brought you up better than for you to make such a response!! Customer service requires you often to exceed expectations. I know, because I've had to swallow the expense myself of hardware lost by the post office. He's a customer and he's entitled to bad mouth you, as long as he states the facts. I just don't get it: 1) you send out a phone with a duff battery. Not your fault. 2) you send out a replacement battery which gets lost in the post. Not your fault. 3) you send out a second replacement battery. Why the heck did you choose not to send it Special Delivery this time?? It was behove upon you to do so - hang the cost - in order to demonstrate your exemplary customer service. You failed. If I were in your position now - which I would not be!! I should be shamed to admit that I have failed customers on more than one occasion, but never over something as straight-forward as taking a jiffy bag to the post office - I would now be thinking I need to pay Fed Ex or someone £80 or more to get a battery to Greece within 24 or 48 hours. Stroller. On 10 Dec 2008, at 15:20, ankostis wrote: ... 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] ... On Wed, Dec 10, 2008 at 4:05 PM, Customer Services [EMAIL PROTECTED] 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. ___ Openmoko community mailing list community@lists.openmoko.org http://lists.openmoko.org/mailman/listinfo/community
Re: Bad Customer support from Truebox.com about a Broken Battery
If I were in your position now - which I would not be!! I should be shamed to admit that I have failed customers on more than one occasion, but never over something as straight-forward as taking a jiffy bag to the post office - I would now be thinking I need to pay Fed Ex or someone £80 or more to get a battery to Greece within 24 or 48 hours. Stroller. Or if you feel shipping batteries to Greece is unreliable/ not possible offer the customer a 10-15% discount on their next purchase from your store. Maybe something like that can be worked out even now and everyone can be happy. Rakshat PS - in my market customers are encouraged via government campaigns to publicly air their grievances if there is no response from the seller so I dont find it odd if a problem/issue has been made public. ___ Openmoko community mailing list community@lists.openmoko.org http://lists.openmoko.org/mailman/listinfo/community
Re: Bad Customer support from Truebox.com about a Broken Battery
Am Thursday 11 December 2008 14:55:09 schrieb arne anka: ankostis' words i had personally instructed you suggest to me that he may be a demanding unwelcome customer - if I were writing I would advise you to choose a service with tracking capabilities well, it might be due to the fact that he is no native speaker -- i do not know modern greek, but i think it possible sentences like that might be completely ok in greek. and if not -- considering the alleged number of mail w/o response it might be justifiable. in my experience often a harsh remark provokes a reaction of otherwise thick-skinned and ignorant companies (telcos in particular) which do not respond to several polite mails ... I, being a german student, would also see no offence in instructing people, especially in this case where, as you said, some insistence is necessary to make the company react... --- Marcel ___ Openmoko community mailing list community@lists.openmoko.org http://lists.openmoko.org/mailman/listinfo/community
Re: Bad Customer support from Truebox.com about a Broken Battery
On Thu, Dec 11, 2008 at 3:55 PM, arne anka [EMAIL PROTECTED] wrote: ankostis' words i had personally instructed you suggest to me that he may be a demanding unwelcome customer - if I were writing I would advise you to choose a service with tracking capabilities well, it might be due to the fact that he is no native speaker -- i do not know modern greek, but i think it possible sentences like that might be completely ok in greek. and if not -- considering the alleged number of mail w/o response it might be justifiable. That is exactly the case since i'm not a native speaker. My exact words were: ...but i would recommend that your postage-service does indeed provide for package-tracking... I have no revenging feelings towards a company that has helped Openmoko FR to spread, and it is my belief that nothing has happened that it cannot be undone! Kostis ___ Openmoko community mailing list community@lists.openmoko.org http://lists.openmoko.org/mailman/listinfo/community
Re: Bad Customer support from Truebox.com about a Broken Battery
On Wed, 10 Dec 2008, ankostis wrote: :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. You are lucky - my case is somewhat funnier - I've purchased the Neo FreeRunner and debug board from the True Box UK (order #200800435). The received package is missed stylus and SD card. After contacting TrueBox support service I've got sequentally 3 different answers : 1. The styluses are gifts from OpenMoko and probably OpenMoko stoped their delivery 2. Laser pens is illegal in my country (I'm living in Ukraine - they are legal) 3. They proposed to contact delivery company (UPS) and ask why there are missing things in package. The SD card I have to buy locally, this rare kind of stylus I can't. So I will never buy any thing from TrueBox, nor my friends. Rus ___ Openmoko community mailing list community@lists.openmoko.org http://lists.openmoko.org/mailman/listinfo/community
Re: Bad Customer support from Truebox.com about a Broken Battery
Not to deny or minimize anything that others have said in this thread, but just to provide a balancing data point... I personally had excellent service from TrueBox. No problems, and always courteous emails. I hope they will quickly make amends in ankostis' case, and I also hope that they will stay in the business of supporting and distributing OpenMoko phones. Regards, Neil ___ Openmoko community mailing list community@lists.openmoko.org http://lists.openmoko.org/mailman/listinfo/community
Re: Bad Customer support from Truebox.com about a Broken Battery
The standard package does not come with a stylus or a SD card. For the first few months of sales we shipped the laser stylus and the 512MB card as gifts or extras for single pack purchases. Subsequently we substituted a regular stylus as opposed to the Laser Stylus/pen/pointer and stopped shipping the 512MB cards as they are difficult to source. check the green label on the box exterior. It should have the proper box contents. Rus wrote: On Wed, 10 Dec 2008, ankostis wrote: :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. You are lucky - my case is somewhat funnier - I've purchased the Neo FreeRunner and debug board from the True Box UK (order #200800435). The received package is missed stylus and SD card. After contacting TrueBox support service I've got sequentally 3 different answers : 1. The styluses are gifts from OpenMoko and probably OpenMoko stoped their delivery 2. Laser pens is illegal in my country (I'm living in Ukraine - they are legal) 3. They proposed to contact delivery company (UPS) and ask why there are missing things in package. The SD card I have to buy locally, this rare kind of stylus I can't. So I will never buy any thing from TrueBox, nor my friends. Rus ___ Openmoko community mailing list community@lists.openmoko.org http://lists.openmoko.org/mailman/listinfo/community ___ Openmoko community mailing list community@lists.openmoko.org http://lists.openmoko.org/mailman/listinfo/community
Re: Bad Customer support from Truebox.com about a Broken Battery
(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 [EMAIL PROTECTED] Date: Fri, Oct 31, 2008 at 3:34 PM Subject: Re: [Fwd: Re: Problem with new battery] To: Rob Wood [EMAIL PROTECTED] 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 [EMAIL PROTECTED] 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]
Re: Bad Customer support from Truebox.com about a Broken Battery
At least you could provoke Rob to finally reply. A store that is not willing to send packages with tracking and then complains if you say the packages do not arrive is not worth any more money. Even you yourself said he should use tracking, so he is not in position to rectify himself with high cost. I'd consider the amount paid for the battery (if it's not too much...) as kind of apprentice's premium (dict.leo.org translation for german Lehrgeld...) and find another store that is more reliable. -- Marcel Am Wednesday 10 December 2008 16:20:25 schrieb ankostis: (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 [EMAIL PROTECTED] Date: Fri, Oct 31, 2008 at 3:34 PM Subject: Re: [Fwd: Re: Problem with new battery] To: Rob Wood [EMAIL PROTECTED] 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 [EMAIL PROTECTED] 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
