RMA issue

defamed01 · Post by **defamed01** » Sun Sep 30, 2007 4:51 am

Last Friday I called tech support and put in an RMA for a damaged screen (I noticed it after taking off the protective covering on the screen 6 days after first receiving it). I overnighted it on Monday and they received it this past Tuesday at 8:30 AM, but they didn't process it until the following day. Now, when I first called in my RMA, the guy told me since I had my 605 for less than 7 days, they were just going to swap it out. Well, I called yesterday (Friday) to find out if they shipped out my 605 since I hadn't received an email yet, and they said they were still processing it, but I can call tomorrow for an update, because apparently it takes 2 days to process a swap out. So I called earlier today, and they said it that it should ship out this afternoon, and I can call Monday to get a tracking id, but I should get an email with it. WTF? For one thing, I'm pretty sure UPS doesn't work on Saturdays. Also, I own quite a few electronic devices, and I've never had a problem where it took 2+ days to swap out a device. Anyone else who has had the displeasure of calling in their Archos product had to deal with an unusually long process time?

GminiOG402 · Post by **GminiOG402** » Sun Sep 30, 2007 6:46 am

They give you numbers b4 they ship(atleast amazon does that when I almost had to return my 605 but revived it somehow)so wait tell monday then check it out. Breathe it will be ok. Goood luck with archos... I feel 4 yea.

kitzj0 · Post by **kitzj0** » Sun Sep 30, 2007 3:18 pm

Welcome to the wonderful world of Archos Customer sevice! I had problems with wifi not working on an 605 order I got from the Archos store. I got them to do a cross-shipment where they first send me a unit out and then I send the deficitve back. I had to demand they do this, but at first they said I had to ship the unti back. I told them that was poor customer service to send out a defective unit init in the first place and I wanted to return the unit and have them refund my credit card. Then he said they could do a cross-shipment. I had to give a credit card number in case I didn't send the unit back.

That was last Monday. On Friday I called to check on the status of the replacement unit. They had no info from the warehouse because the warehouse doesn't update their records for the customer service reps to know what is the status of the replacement units. I was pissed and the reps agreed with me and they were trying to convince their supervisors how ridiculous this was. The bottom line, they said to have faith that 24-48 hours after my call a replacement unit would be sent out, even though customer service had no idea if this was happening.

defamed01 · Post by **defamed01** » Wed Oct 03, 2007 8:00 pm

Update on my RMA issue. I called tech support because I still hadn't received an email that it had shipped, and they finally shipped it off yesterday. And it took no less than a full week from when they originally received it. I hope I never have to send it back again.

Mal Bridgeman · Post by **Mal Bridgeman** » Sat Oct 06, 2007 5:36 am

defamed01 wrote:Update on my RMA issue. I called tech support because I still hadn't received an email that it had shipped, and they finally shipped it off yesterday. And it took no less than a full week from when they originally received it. I hope I never have to send it back again.

Sadly, it's how everyone who has had anything to do with the "Customer Service" side of Archos feels.
Mal