Never Again - Goodby Notion Ink: shame on your support!

[smn80]

I was one of the "lucky" ones who got his NI tablet (Pixel Qi) with the second sent charge. The first impression was: WOW! I like this device (overall the PixelQi is great in direct sunlight).

But 3 days later the power switch broke (http://www.youtube.com/watch?v=FwnaVnJIEh0). I sent an email to support@notionink.com and 6 days later I got response: the device was working when delivered and the broken power switch must be my failure - I can send it back for repair but I'll have to pay the shipment and repair costs :mad:.

After a bad mail from me later the NI support turned in and accepted that the failure is covered by warranty.

To simplify handling with the local custom office the NI support suggested to wait a few days because the plan to open a support center in Germany. The last mail from NI support was sent on 7th of April and in this mail the meant that the German support center will be in place in the next 10-14 days and they will contact me as soon as possible.

This was the last mail I got from Notion Ink. I wrote back asking for update 10th of April, on 16th of April and got no reply.
I even tried to open a new case but never got any response :(.

So yesterday I accepted that I'll never hear again from NI and tried to fix the broken power button myself but when I tried to open the cover I broke the cover glass :(

This was my first and definitiv last experiment with buying a non-local startup based product. Never ever again! (I'm waiting now for the ASUS EEE Pad Transformer).

So my personal advice to you all:
- If you don't have ordered an Adam yet: wait until you can get it from a local dealer (who has to handle support for you)
- If you already have one: don't try to open it (unless you know the risk and have the skill to do it).

[Levon]

Sorry to hear that Smn80, I can only hope that everything works out for you in the end :(

[banshee1971]

I was one of the "lucky" ones who got his NI tablet (Pixel Qi) with the second sent charge. The first impression was: WOW! I like this device (overall the PixelQi is great in direct sunlight).

But 3 days later the power switch broke (http://www.youtube.com/watch?v=FwnaVnJIEh0). I sent an email to support@notionink.com and 6 days later I got response: the device was working when delivered and the broken power switch must be my failure - I can send it back for repair but I'll have to pay the shipment and repair costs :mad:.

After a bad mail from me later the NI support turned in and accepted that the failure is covered by warranty.

To simplify handling with the local custom office the NI support suggested to wait a few days because the plan to open a support center in Germany. The last mail from NI support was sent on 7th of April and in this mail the meant that the German support center will be in place in the next 10-14 days and they will contact me as soon as possible.

This was the last mail I got from Notion Ink. I wrote back asking for update 10th of April, on 16th of April and got no reply.
I even tried to open a new case but never got any response :(.

So yesterday I accepted that I'll never hear again from NI and tried to fix the broken power button myself but when I tried to open the cover I broke the cover glass :(

This was my first and definitiv last experiment with buying a non-local startup based product. Never ever again! (I'm waiting now for the ASUS EEE Pad Transformer).

So my personal advice to you all:
- If you don't have ordered an Adam yet: wait until you can get it from a local dealer (who has to handle support for you)
- If you already have one: don't try to open it (unless you know the risk and have the skill to do it).

I wait several week for the NI product... been ask twice to change my order than cancell !
Receive full refund, and today, i purchase the ASUS transformer ! (i was the lucky one to purchase it on WEB in Canada... NCIX). Delivery : as usual from NCIX, this mean no more than 3 days to receive it at my office !

Services from them : very good ! They response to e-mail... yesss... they response !!!! no auto-reply with appologies + warm regards... they really care about their customers !

Good luck with you're futur purchase !

[smn80]

Wise decision! I hope that the Transformer will be available soon here in Austria (and I'm going to buy it via Amazon - they also take care of customer service!)

Have fun with you (real Android 3.0) new device!

[Ramchi]

In general buyers of such products from some one where support is non-existing to be careful in handling equipments.

I used to have a mobile phone from i-mate which went bankrupt in few months after i purchased the phone($900). I can understand your pain.

[crazy4adam]

Sorry to hear that. Well I have preached about NI terrible support for some time, if only other people will listen and learn. I have said how over time NI will be really tested after people receive their Adam, well I am not surprise. ''a word to a wise is enough''

[eviltuna]

Once again, I am glad I never ordered because I knew things like this would happen. I've got a lot of experience dealing with smaller electronics firms from China and I know that there is no after sale support, they'll go on and on about a 1 year warranty, but once you hand them your cash, the transaction is done and you're on your own. Its really frustrating and I do hope NI does the right thing here because they've got nothing but bad publicity so far, they only saving grace for them is that they have the only PQi device, but if the device doesn't work than whats the point of having it right?

[edessiex]

yeah I received my Adam PixelQi wifi on 1.April. I played with it for one week (installed Beast, and fine tuned the apps, I could not get more than that).
Then I was still not convinced.
Then there was doubt that Android 3.0 would not make it to the tablet.

So I sold it on ebay (for a very good price I might say).

Now I will wait reviews on galax tab 10.1 and eee pad transformer to see which one would fit my needs best ! I know they will be delivered timely, that customer service will exist, and that build quality, form factor and Honeycomb will be there...

Good luck to you all !
Cheers !

[crazy4adam]

If another company comes with a Pixel Qi tablet NI will be done that is how close they are to falling off the Wagon

[MATrickett]

No, the Adam "will be done," not necessarily Notion Ink. Well, at least if their claims of funding for the next few years is true.

On the other hand saying that the "Adam is done" is similar to saying that the iPaid1 is "done" because the iPaid1.5 is out. (Yes, I know. Juvenile on my behalf with the altered name etc. ;)) The Adam will be "done" when no-one is using it. There are some exciting projects being worked on specifically for the Adam, which might trend it to niche but still being used.

So, not quite done. Outdated, sure. It seems to have unfortunately been outdated from the day of its release.

[crazy4adam]

Outdated, sure. It seems to have unfortunately been outdated from the day of its release.

That's what I meant if another company comes out with a newer tablet with pixel Qi most people will likely fall over for the new tablet, ebay will be flooded with Adams and guess what the customers who are the back bone of NI will be gone. So will NI be done? Maybe.

[MATrickett]

If it's as unimaginative as the iPaid form-factor, I have my doubts that I'll be one of them. Of course, there's a solution to that as well, partially inspired by the Transformer but also something that has been hanging around before that product was announced. Maybe another thread for that in Technology...

As to the fate of NI? I wouldn't want to make any predictions. As much as the Adam has been a learning experience for the public I also imagine that it has been one for them as well. Heh, maybe they'll offer a price break for future products for people that were their beta-testers. ;)

[crazy4adam]

Agree the Adam road has been a wild ride. Maybe Adam 2 maybe be better if they do not waste time.

[Maelstrom]

I am very disappointed in my experience with Notion Ink, and their absolute lack of support. They will be done if they don't get the support turned around quickly.