Bad Customer support from Truebox.com about a Broken Battery

ankostis ankostis at gmail.com
Wed Dec 10 16:20:25 CET 2008


(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 <ankostis at gmail.com>
Date: Fri, Oct 31, 2008 at 3:34 PM
Subject: Re: [Fwd: Re: Problem with new battery]
To: Rob Wood <rob at 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
<customerservices at 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 <ankostis at gmail.com>
> Date: Fri, Oct 31, 2008 at 2:41 PM
> Subject: Re: [Fwd: Re: Problem with new battery]
> To: Rob Wood <rob at truebox.co.uk>, customerservices at 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 <rob at 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 <rob at 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 <rob at 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 <ankostis at 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
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>




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