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

Steve Mosher steve at openmoko.com
Fri Dec 26 11:36:20 CET 2008


you're welcome Kostis, glad everything worked out for you with Truebox.

Steve

ankostis wrote:
> 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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