Faulty LCD Screen, no response from support

[crimton]

Nice how tina told me to email support but tells you guys to pm her with email addresses and specific problems...luckily i had emailed support days beforehand and they did get back to me....

[wombat1300]

Neither seems to have helped, tomorrow is the 7th day since delivery and I have no meaningful dialogue with NI support, let alone an RMA...

This is not how you keep customers!

[crimton]

sorry to hear that, this is my 8th day since delivery and got approved for rma on friday. i'm sure they will get back to you just may be backed up i guess. it took them about 4-5 days to get back to me and i emailed them more than once and at different times during the day/night. not sure if that has anything to do with them getting back with me sooner.

[garysf]

Glad you got an RMA. I have been going back and forth with Support since February 22nd, telling them the machine will not go into normal recovery mode, which is what they want me to do. Today I sent them a set of eight screen shots showing them the different colors the screen cycles through when I try to go into normal recover mode. Maybe now they will believe me and send me an RMA.

[Tina0909]

Hi Tina,

I've just tried to send you a PM but received this error:

Tina0909 has exceeded their stored private messages quota and cannot accept further messages until they clear some space.

please see below for the message:

Hi Tina, I have received a response today from NI support that appears to be a standard Pixel Qi response even though my unit is an LCD unit.

Pls see below my response, if you can provide me with your email address I can include the pictures. Please can you intervene and get this resolved for me today.


1. Pls note I do not have a Pixel Qi screen, this relates to my first order which is an LCD.

2. The issue with the screen is NOT related to contrast it is a problem with the red and white "channels" on the screen as I originally described.

3. This is not a software issue as the problem does not show on an external screen via HDMI

Pls see attached images showing the issue compared to an HDMI output where the problem does not appear.

As the unit was delivered on the 23 Feb I would like confirmation today of an advanced replacement unit and a pre-paid return waybill as this has been logged within the 7 day return window.

Also the unit does not play 720p video smoothly.

I have done a full wipe and recovery installation of the latest Eden update and it has not made any difference.

Regards,

Ian
- Hide quoted text -

On 1 March 2011 09:15, Notion Ink Support <support@notionink.com> wrote:
Dear Ian,

Greetings from Notion Ink!

We apologize for the delayed response.

We would like to inform you that your screen is not defective. It is an inherent property of Pixel QI screens. The screens have a property that makes them reflect the ambient light and hence they have a relatively lesser contrast ratio than regular LCD screens. I hope this answers your concern. Please do not hesitate to contact us in case you need any further assistance.

It will be helpful for us to investigate further for you if you kindly send us the picture of the screen.

Thank you for your continued support to Notion Ink!

Warm Regards
Jim
Notion Ink Support Team

Dear Ian,

Sorry to learn about your situation. Please be patient and I will get back to you shortly.

Warm Regards
Tina

[wombat1300]

An update for anyone who is interested... I've received several response over the last few days from NI support so it looks like things are improving on that front. Thank you Tina for escalating with support.

This morning I was notified that the unit will be replaced, still waiting on the details, prior to this I had confirmation that the 7 day return policy would apply becasue the issue was reported with documentation in that time.

Hope this reassures some people who are buying into the "doors are closed" FUD. NI it seems are alive and well just suffering growing pains... not that I'm happy to be experiencing their growing pains myself but I guess we all new the risks of a pre-order from a start up.

To my mind everyone has issues sometime, its how you deal with them that matters and it seems NI is putting the effort in, if a bit late in the day.

[garysf]

Well I finally convinced Support that there was really something physical wrong with my Adam that an unbrick update couldn't fix. So I got my RMA number this morning and I have the unit boxed up ready to go out tomorrow. It will be on its way to the Texas service center.