Dam0
Posts: 19
Joined: Mon Apr 06, 2015 10:49 pm

Element14 au very poor support.

Thu Jan 28, 2016 10:22 am

sorry to complain on such a positive site, however...

History,

since pre-ordering my first rpi1, i have been and continue to be a happy tinker-er and owner of many rpi units. and have happily setup a few rpi units running different application for my mates.

till now, i have always purchased my units from element14-au( 1 of 2 x official rpi distributors for Australia).

late 2015, i had a rpi2 unit arrive with the Ethernet adapter malfunctioning( complete not work at all- no LED, no connectivity etc) since the unit was purchased on behalf of a friend and was urgently waiting his delivery, i was forced to give my mate my development board to get him up and running.

Lack of Support.
immediately, i emailed element14-au and after a few days of no response, i rang them...

when i spoke to the support specialist, we did the usual support troubleshooting, but i knew the unit was just plain old faulty - ive setup quiet a few ...

finally, the operator told me that the unit would be replaced and i should await to be contacted by a support agent with a higher rank then she.

after 2 x weeks, i ring back, get told they have no record of me calling. i get upset. then after going through all the troubleshooting steps again, get told that a courier will come to my home and pickup the "allegedly faulty" rpi2.

another week or so passes, and still no contact from Element14-au. so i ring again... bla bla. get a con note emailed nd the unit gets picked up in the next few days. My records show the faulty rpi2 being picked up from my home on 10 December 2015.

now, i rang element1-au AGAIN, approx. a week or so later to find out when i was to expect delivery of my replacement rpi2, only to be told that element14-au do not know what their policy is with returned stock and warranty. the operator told me that "most likely, i would simply be given a credit to the value of the original purchased item, and if i wished for a replacement, i would be required to order more stock, and pay delivery."

so, this week is now approx 7 x weeks since the item was sent back to element14-au, and btw, ive also ordered stock in the meantime, and already taken delivery of that newer order in full.

As yet, still no contact by Element14-au, so on Monday, i email element14-au AGAIN, using the email thread relating to the matter with their support agent, this time i beg for some assistance, and suggest that they have very poor support practices, and threatening to take my business to RS Components ( Australias other official rpi distributor) , and also that if i did not have any response from Element14-au , that i would contact this forum in search of some assistance.

so, here we are...

now ive got this off my chest, and hopefully someone can help.

thankyou for reading,
Damien

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RaTTuS
Posts: 9587
Joined: Tue Nov 29, 2011 11:12 am
Location: North West UK

Re: Element14 au very poor support.

Thu Jan 28, 2016 10:58 am

How To ask Questions :- http://www.catb.org/esr/faqs/smart-questions.html
WARNING - some parts of this post may be erroneous YMMV

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Covfefe

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DougieLawson
Posts: 30430
Joined: Sun Jun 16, 2013 11:19 pm
Location: Basingstoke, UK
Contact: Website

Re: Element14 au very poor support.

Thu Jan 28, 2016 12:29 pm

In the UK the Consumer Rights Act 2015 protects me. There's the local trading standards folks at my council who'll help me enforce that. I'd expect there'd be something equivalent in Oz.
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alexsh1
Posts: 20
Joined: Fri Mar 06, 2015 11:24 am

Re: Element14 au very poor support.

Wed Mar 02, 2016 8:03 pm

DougieLawson wrote:In the UK the Consumer Rights Act 2015 protects me. There's the local trading standards folks at my council who'll help me enforce that. I'd expect there'd be something equivalent in Oz.
I second that -> Element14 in the UK is great (at least it is my experience)

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