Battery arrived On Time and on Perfect Condition (Was: Bad Customer support from Truebox.com about a Broken Battery)

ankostis ankostis at gmail.com
Mon Dec 22 12:40:26 CET 2008


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 <ankostis at 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 <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
>> 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.
>>
>




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