Quote:
Originally Posted by timoggy";p="
Latest update:
As mentioned in an earlier post, I emailed Uxcell this email:
"Thank you for the reply. I will return just the player (i.e not the cable, charger adapter manual etc) as this is cheaper for postage costs. Can you confirm that you will refund my postage costs. 2 to 3 weeks seems rather a long time to investigate the problem and complete the administration. I would hope that you can reduce that time to a week at most."
I then posted off the faulty player. The same day that I posted it off, I recieved the following reply from Uxcell:
"Dear customer,
That's ok, please just send the player to us. We will arrange to send you a
replacement once your item is received.
Regards
Uxcell customer service"
I think that this is showing good customer service from Uxcell. They are listening to the customer (me) and providing me with feedback on progress. I do not think that you could ask for much more than that.
Think it is worthwhile summarising (esp as some recent posts have been quite negative) my opinion on Uxcell customer service so far:
Uxcell have responded within a reasonable timeframe to all emails that I have sent them - At most 24 hours, most often within 12 hours. Bearing in mind the time zones, I think that the communication has been prompt. Well done so far Uxcell.
The tech support has been as good as I would expect. Bit frustrating to be asked to run diagnostics that have already been run, however this is the nature of tech support questions and they need to be answered. Again, good service.
Uxcell have acknowledged and replied to concerns around "potential" slow turnaround of faulty player. This is good customer service.
If Uxcell deliver on their promise (and I have no reason to to think that they will not), then I think that this is good customer service.
I hope that this thread provides a fair and balanced (it should as I am just reporting facts) view of the type of service to expect from Uxcell.
I will continue to update progress on this thread.
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As I posted here at the time, I was having connection problems right away with my 2GB Glacier. Worse at some times and on some computers, than others. I emailed UX rep here and waited for a response, and none came. Then the player developed a more serious problem, whereby all of a sudden, it would no longer charge any of the Nokia BL-4C's I had, including the one it came with. (It was confirmed that this was not a problem with the charger, the computer, the USB cable or the battery). I wrote another message to the UX rep explaining all the new problems I was having, and patiently waited for a response, but none came. I read that he had not logged in for a while, so that's understandable.
Today, I finally did get that response from Keith, who explained he didn't get my messages, probably because of an overflow of PM's (the software used on the site limits the amount of messages you can receive). He apologized for that, and in gratitude for my patience with customer support and patronage, promised to replace my Glacier! I couldn't be happier with the resolution of all the problems I've been having with this particular unit (I bought another 1GB Glacier before this one that so far has never exhibited problems), and as you say, I could not ask for more than that.
So I am fully in agreement when you say "this is showing good customer service" on the part of UXCell. They may not be the Speedy Gonzalez of customer service for everyone, and I can imagine why this might be from a busy outfit, but I think they should be commended for the sincere efforts that they are making to ensure good customer relations, particularly when you can't always say that for their competitors. (Just ask someone who has problems with their Clix how far they got calling iRiver). As an update to my progress, I will post a confirmation when I get my new player, and some notes maybe, if I find there are any differences to (what I remember of!) the old Glacier.