X10 Community Forum

X10 AirPad Android Tablet => AirPad General Discussions => Topic started by: RoccoPacco on September 27, 2011, 09:43:41 AM

Title: Air Pad Customer Service.
Post by: RoccoPacco on September 27, 2011, 09:43:41 AM
I originally posted this question in the "General Discussion" forum, but received a response which suggested that I post in the Airpad Forum.

I have been a fan of X10 products for years, but never had a need to contact customer service until now.  I ordered one AirPad last Tuesday, but my credit card was charged for two.  Also, I have not received shipping status.  I sent an email last Friday to x10 customer support, with a follow-up email yesterday.  No response from either email.  I phoned customer support midday yesterday, and after being on hold for 27 minutes, was auto-transferred to oblivion and the call was terminated.  I phoned back last night at 5:00pm (pacific time) and with a recording that customer service was closed for the evening -- although the website advertises  "Additional Phone Support If you were not able to get the help you need or answer to your question from the links above, please call us Monday - Friday from 5am-9pm PST."  I phoned again this morning at ~ 5:30 a.m. Pacific -- and I'm told their customer service is again closed.  I guess I can call my credit card company to correct the double charge, but was hoping to work it with X10 first...  Have others experienced this lack of customer service?  Any thoughts pls?

Thanks in advance.
Title: Re: Air Pad Customer Service.
Post by: Brian H on September 27, 2011, 09:59:26 AM
You where given incorrect times.
6:00 AM to 3:00 PM for Pacific Time Zone.
Title: Re: Air Pad Customer Service.
Post by: Tuicemen on September 27, 2011, 10:52:04 AM
I removed the original post in the general section to avoid confusion.
Customer service is one area that needs improvement.
I've been waiting since Aug 30th. Tracking number given reports item not found. B:(
I had hoped to get one early to help answer questions on this product however thats not happening. :(
Title: Re: Air Pad Customer Service.
Post by: RoccoPacco on September 27, 2011, 12:20:52 PM
You where given incorrect times.
6:00 AM to 3:00 PM for Pacific Time Zone.


Thanks to all. The times I quoted were listed on the X10 website.  Sounds like their website hasn't been updated.  Thank you for the updated times.  I'm still very disappointed in the lack of responses to my emails.
Title: Re: Air Pad Customer Service.
Post by: Brian H on September 27, 2011, 12:48:24 PM
You are 100% correct. Not all the X10 web pages match. With the support hours.
In fact the main Customer Support Page on the older X10 main page. Still says 5 AM to 9 PM PST.  ???
Title: Re: Air Pad Customer Service.
Post by: YB on September 27, 2011, 02:04:37 PM
Link me to that page please, I will fix it ASAP.
Title: Re: Air Pad Customer Service.
Post by: RoccoPacco on September 27, 2011, 02:42:38 PM
Its on the main customer support page at the bottom.  Link:.  http://www.x10.com/support/support.htm

I tried Customer Support again this morning at 10:00 a.m. pacific - clearly within the revised operating hours.  After holding for about 15 minutes, I was transferred to a voicemail which stated I called after hours again.  I was given the opportunity to leave a voicemail which I did.  No call back and still no response to my emails....  Very frustrating.
Title: Re: Air Pad Customer Service.
Post by: Brian H on September 27, 2011, 03:12:22 PM
Near the bottom of the link.
http://www.x10.com/support/support.htm

From the still available old home page.
http://www.x10.com/homepage1.htm
Title: Re: Air Pad Customer Service.
Post by: YB on September 27, 2011, 05:34:53 PM
Near the bottom of the link.
http://www.x10.com/support/support.htm

From the still available old home page.
http://www.x10.com/homepage1.htm

Thank you very much
Title: Re: Air Pad Customer Service.
Post by: Chowder on September 28, 2011, 12:28:48 AM
Gang,

So far so good... I'm not happy with the dust particles under the screen, nor the 1 dead pixel on my brand new Airpad, but it does load most apps fine and works quite well.

IMO, the only way I was able to get X10's attention, was to file a complaint with the BBB.

Title: Re: Air Pad Customer Service.
Post by: YB on September 28, 2011, 07:33:45 PM
Gang,

So far so good... I'm not happy with the dust particles under the screen, nor the 1 dead pixel on my brand new Airpad, but it does load most apps fine and works quite well.

IMO, the only way I was able to get X10's attention, was to file a complaint with the BBB.


Chowder, I can promise that isn't the best way to get our attention. We are doing our best to do everything we can for everyone. A great way to contact us is threw email. The forums are also a good way to get support. If all else fails, feel free to contact me directly and I will get you to the correct department to take care of you.
Title: Re: Air Pad Customer Service.
Post by: Chowder on September 28, 2011, 11:01:17 PM
YB,

I understand...but like I mentioned, after countless calls to X10, only to be given the classic BS and more... it was time for bigger guns.   Please have X10 FIX their terrible phone system and the people who answer the calls.  Run around after run around, dropped calls, no call backs, sorry were closed fake messages, etc.  It's this kind of stuff that gets my blood boiling.  No excuses for a company like this to treat people like utter idiots... We spend money with X10, and they need to step up the customer service and more.

Like this forum, lots of great helpful people, such as yourself and X10Dev... good people you are.  Please get the rest of your company to shape up or ship out.

One other note:  What do you think of my Airpad coming straight out of the box with dust particles under the screen plus a dead pixel?

I would like to have it exchanged, but I do not trust X10 anymore and the length of time to get another, I'm sure would be weeks again...

Thanks'
Title: Re: Air Pad Customer Service.
Post by: Cb49 on September 29, 2011, 10:25:52 AM
I was one of the first to receive my Airpad.  It was defective so I returned it with a RMA #.  X10 customer service, since my returning unit on the 16th of September, has been impossible to reach.  I have called several times only to wait over an hour listening to music with not one customer service rep answering the call.  I have placed emails to my original rep and to customer service without one reply.  I, too, am ready to call BBB and lodge a complaint.  I orignally wanted a replacement; now I just want a refund and to be taken off their email.  Never, with the possible exception of customer service at ATnT, have I ever experienced such terrible customer service. B:(
Title: Re: Air Pad Customer Service.
Post by: pseeker on September 29, 2011, 01:48:22 PM
Try http://www.facebook.com/X10network?sk=wall&filter=1 before anything else.  If you paid by credit card, you'll have better luck calling the CC company.  Generally you have 60 days from your statement date to challenge any charges.

I was one of the first to receive my Airpad.  It was defective so I returned it with a RMA #.  X10 customer service, since my returning unit on the 16th of September, has been impossible to reach.  I have called several times only to wait over an hour listening to music with not one customer service rep answering the call.  I have placed emails to my original rep and to customer service without one reply.  I, too, am ready to call BBB and lodge a complaint.  I orignally wanted a replacement; now I just want a refund and to be taken off their email.  Never, with the possible exception of customer service at ATnT, have I ever experienced such terrible customer service. B:(
Title: Re: Air Pad Customer Service.
Post by: YB on September 29, 2011, 01:49:43 PM
@Chowder - Dust under the screen and a dead pixel is a reasonable reason to replace it. Go ahead and send your information directly to me: yb@x10.com. I will make sure you are taken care of.

@Cb49 - I want to extend my offer to you as well. Please email me directly at yb@x10.com. Let me know the whole story, order numbers, RMA numbers, what questions you have, etc.
Title: Re: Air Pad Customer Service.
Post by: Cb49 on September 29, 2011, 06:03:54 PM
thank you. I have just emailed you my information.  I hope you can help. :)%
Title: Re: Air Pad Customer Service.
Post by: YB on September 30, 2011, 01:44:28 PM
I had someone call from the call center to get you all taken care of, she kept getting someone from your front desk saying you were in a meeting. she emailed you her information for you to contact her back, look for that and things will be all better. :)

 >!
Title: Re: Air Pad Customer Service.
Post by: Chowder on September 30, 2011, 10:39:59 PM
Quote
@Chowder - Dust under the screen and a dead pixel is a reasonable reason to replace it. Go ahead and send your information directly to me: yb@x10.com. I will make sure you are taken care of.

@Cb49 - I want to extend my offer to you as well. Please email me directly at yb@x10.com. Let me know the whole story, order numbers, RMA numbers, what questions you have, etc.

Thanks YB.  I will send you my order number soon.   Remember, I ordered on the 3rd, got billed on the 6th and received it on the 20th.  Today is the 30th... and I really do like the pad.. I just can't handle the dust under the screen and dead pixel.  Even my wife gave me sh*t, stating.. wow you scratched it already.. I had to point out, that no, it's under the screen... see... she was taken back by this from a new product.

Anyhow, thanks for the help.  I would really like to get this thing sent back, X10's cost of course, and a new one turned right back around to me without weeks on end going by.

Airpad is nifty!  Wireless works fine... nothing like emails, google, youtube and more on the couch or bed.

Title: Re: Air Pad Customer Service.
Post by: CaesarGJ on October 25, 2011, 10:38:41 PM
I've also been having some problems with customer service.  I got the airpad OK, but trying it out I find that the controls are very sluggish and the battery life on wifi is terrible--due probably to the fact that it can't be set in airplane mode.  I would like to return it without the restocking fee since this is a hardware issue, but the gentleman emailing with me about it was very evasive in providing an RMA, and eventually just stopped emailing back altogether. It's very frustrating.

The last email he sent asked if I thought the battery life was OK when "using it as an ereader or mp3 player," which I sort of bristled at. If I wanted an ereader or mp3 player I wouldn't pay $200 for them.
Title: Re: Air Pad Customer Service.
Post by: Brian H on October 26, 2011, 06:32:32 AM
Mostly curious.

I looked at the sales page for the AirPad.
Where does it say there is a "Restocking Fee"?
All I saw in the fine print is 30 days to return for refund. 90 days to exchange.
I know some vendors do have a restocking fee but it is listed on the sales pages. So you can decide before a purchase.

Title: Re: Air Pad Customer Service.
Post by: everydayflyer on October 26, 2011, 10:59:52 AM
Quote
I got the airpad OK, but trying it out I find that the controls are very sluggish and the battery life on wifi is terrible--due probably to the fact that it can't be set in airplane mode.

Customer service seems to be hot and miss. Some have received replacement AP in a week while others have taken longer than that just to get a RA. 

Battery life claims are a big joke IMO.  They still list approx. 6Hours viewing Movies  or 6 Hr. surfing the Net.


Quote
Long live the battery!

 The AirPad comes with a 4000 mAh rechargeable lithium polymer battery and AC power adaptor you just plug in anywhere to recharge. Although it's small and lightweight, the AirPad packs some serious battery life - up to six hours of watching movies, twenty hours of listening to music, or six hours surfing the Internet! .




I have tested battery life / power used while in different modes of operation and simple fact is that one does well to get 2-1/2 Hrs. while viewing full motion videos (ie movies).

The difference between  viewing movies  by way of WiFi be it NetFlix, Home Media Server or from Micro SD card is not that great .

Title: Re: Air Pad Customer Service.
Post by: pseeker on October 26, 2011, 02:22:03 PM
Inside the forum thread below is picture of inside of airpad... written on battery is 3200 MAH   Some one from X10DEV said the 3200MAH refers to the warrantied aged value.  Not sure what that means... So if 4000mah gives you 6hrs of wifi, then 3200mah gives you 4.8 hrs?
http://forums.x10.com/index.php?topic=24835.0 (http://forums.x10.com/index.php?topic=24835.0)


Quote
I got the airpad OK, but trying it out I find that the controls are very sluggish and the battery life on wifi is terrible--due probably to the fact that it can't be set in airplane mode.


Quote
Long live the battery!

 The AirPad comes with a 4000 mAh rechargeable lithium polymer battery and AC power adaptor you just plug in anywhere to recharge. Although it's small and lightweight, the AirPad packs some serious battery life - up to six hours of watching movies, twenty hours of listening to music, or six hours surfing the Internet! .


I have tested battery life / power used while in different modes of operation and simple fact is that one does well to get 2-1/2 Hrs. while viewing full motion videos (ie movies).

The difference between  viewing movies  by way of WiFi be it NetFlix, Home Media Server or from Micro SD card is not that great .


Title: Re: Air Pad Customer Service.
Post by: everydayflyer on October 26, 2011, 02:35:04 PM
I have seen that 4000 versus 3200 mAh discrepancy post before but simple fact is that even 4.8Hrs. would be   twice( or more) what most ,including myself are getting in the real world.

http://forums.x10.com/index.php?topic=25135.msg141623#msg141623


Some have reported as little as one hour  when connected to some Wi Fi networks. My test were while connected to my WiFi with full signal strength showing. 

Overall the AP is very good. It does function well and has feactures which the soon to be released Fire does not. It is a shame that the Android Market  and many other Goggle Apps had to be removed. It is very disapointing that the battery life is less than half of that advertised and that the AP has some issue which likely could have been sorted out if more time had been spent in Alpha and Beta testing. Often times rushing a product to market leads to a group of unsatisfied consumers.