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How unhappy are you with X10's customer service?

I'm outraged!
I'm angry but willing to tolerate it.
I'm OK with it, what's new, most internet business are this way.
I'm fine, no problems with my order(s)
I've never had any problems. Orders ship promptly, I get updates on tracking, etc.

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Author Topic: Unhappy with X10 (Airpad Order)  (Read 24370 times)

backlash

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Re: Unhappy with X10 (Airpad Order)
« Reply #15 on: September 14, 2011, 07:44:20 PM »

Washington State Attorney General complaint form.

https://fortress.wa.gov/atg/formhandler/ago/ComplaintForm.aspx
I think X10 and the Airpad is on a bumpy road, but seems to me the AG is more for fraud issues than missing a non promised delivery date. Put away the club, go buy a Samsung 7" pad and move on.

Right now I see it as fraud.
They made a promise to deliver, They charged my CC and no delivery.
A complaint to the AG has been made and I will follow up on it.
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jimeee

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Re: Unhappy with X10 (Airpad Order)
« Reply #16 on: September 14, 2011, 07:48:58 PM »

I had emailed X10 a couple of times and called and talked to them about my order.  I just now got an email from them explaining the situation.  

It looks like they are finally listening to the complaints.

Below is a copy of the email I received.
=====================================================================

Greetings!


Please accept my apologies for the delay. We have had unprecedented demand for the AirPad, and we are waiting on a new shipment. Your order should ship out to you next Tuesday. If you have any more questions, please reply to this email. Thanks for choosing X10!

Eric Boyd | ericb@x10.com | X10 Email Support | http://kbase.x10.com/


=====================================================================
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dave w

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Re: Unhappy with X10 (Airpad Order)
« Reply #17 on: September 14, 2011, 08:33:44 PM »


Right now I see it as fraud.
They made a promise to deliver, They charged my CC and no delivery.
I definitely disagree with X10's practice of billing card before they ship the product. In fact I thought that practice was against the law.

But you say they "PROMISED" it would be delivered on a specific date???  
« Last Edit: September 14, 2011, 08:45:52 PM by dave w »
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YB

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Re: Unhappy with X10 (Airpad Order)
« Reply #18 on: September 14, 2011, 08:38:22 PM »

We do hear the complaints and we extend our apologies.  Rest assured we are doing everything possible to get the AirPads out the door as soon as possible.  The demand was unexpected and we've been playing catch up as a result.  We will be in a full on time shipping mode in a matter of days, not weeks, and apologize for the inconvenience caused.
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Michael Youngblood
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DemDave

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Re: Unhappy with X10 (Airpad Order)
« Reply #19 on: September 14, 2011, 09:44:31 PM »

We do hear the complaints and we extend our apologies.

Thank you for at least acknowledging that there is a problem.  >!

As a peace offering, it would be nice if the company would consider expedited shipping methods for those who have been waiting. Or a discount on accessories (should there be some in the future).

Wishful thinking, anyway.
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Chowder

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Re: Unhappy with X10 (Airpad Order)
« Reply #20 on: September 15, 2011, 11:44:11 PM »

Yes thank you for finally getting on here and letting us know the deal.  I spoke with a "Craig" from X10 today, and he said the shipment got held up in "customs", thus the major delay on getting the Airpads out.

 B:(

Anyhow, I'm still waiting but I won't wait much longer, meaning that I better dang well get a notice it shipped with tracking tomorrow (Friday) or this upcoming Monday.   Also, I agree with the postings here, that X10 should do good to people, and upgrade the shipping to overnight or 2nd day because of this monster headache delay.  I know it was sort of out of their hands, but that's not my problem, and I paid for something that was promised in 3 days, yet never has arrived.

X10?  Please consider upgrading the shipping to use that have been waiting since Sept 1st, 2nd and 3rd.  OR at least throw in some free items or monster discounts on our next purchase.  Seriously... you really should consider this to do good by people.

Especially in these hard economic times, when not everyone can toss $200+ on a tablet, let alone anything else ...

Thank you.
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larryj54

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Re: Unhappy with X10 (Airpad Order)
« Reply #21 on: September 17, 2011, 03:34:25 PM »

Interesting thread.  I looked hoping to see happy users bubbling over with joyful comments about how awesome their Air Pad's were.  Instead its an object lesson in poor customer service.  Really no excuse for it these days; especially from an established company that's been around for many years.

Customer service is not hard if you follow just a few basic rules:

1. Never lie
2. Never treat your customer as if he is a burden. (He is your life blood)
3. Never charge your customer before you ship the product.
4. If you make a promise, keep it.  If you can't keep it, don't make it.

Not really complicated now is it? ;)
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dave w

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Re: Unhappy with X10 (Airpad Order)
« Reply #22 on: September 17, 2011, 04:40:00 PM »

Interesting thread.  I looked hoping to see happy users bubbling over with joyful comments about how awesome their Air Pad's were.  Instead its an object lesson in poor customer service.  Really no excuse for it these days; especially from an established company that's been around for many years.

Customer service is not hard if you follow just a few basic rules:

1. Never lie
2. Never treat your customer as if he is a burden. (He is your life blood)
3. Never charge your customer before you ship the product.
4. If you make a promise, keep it.  If you can't keep it, don't make it.

Not really complicated now is it? ;)
Nope, it isn't.
I would add to number four an addendum: "If, after making a promise, complications arise preventing the fulfillment. Notify the customer."
If you have followed this forum for any length of time, you would know that X10 "Customer Service" department is probably mis-named.
« Last Edit: September 17, 2011, 06:17:22 PM by dave w »
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Brian H

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Re: Unhappy with X10 (Airpad Order)
« Reply #23 on: September 17, 2011, 05:59:35 PM »

I was thinking the samething.
If things change at least tell the customer of the changes and give an opportunity to easily cancel the order.
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X10 Dev

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Re: Unhappy with X10 (Airpad Order)
« Reply #24 on: September 18, 2011, 02:40:24 AM »

Customer service is not hard if you follow just a few basic rules:

I think it's even more simple than that.  Never lie.  Get it done. 

That way, no matter what happens, you fix the problem.  And your customer knows you'll fix it, because that's what you do.

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akeene2

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Re: Unhappy with X10 (Airpad Order)
« Reply #25 on: September 18, 2011, 08:43:21 AM »

Checked again... Ordered on 9/2/11  - Credit charged 9/6/11 - X10 called wanting me to buy another (wish ) app for the tablet on 9/12/11   here it is 9/18/11 and Still have not heard a word... Guess I might have to call CC co and removed X10 charges.

And I have been dealing and using X10 for 10+ years now.. Have spent thousands of dollars.. still I can't get help when I need sit.

This WAS going to be a B-day for wife 9/15/11.. Now who is going to pay that bill?
« Last Edit: September 18, 2011, 09:26:04 AM by akeene2 »
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Tuicemen

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Re: Unhappy with X10 (Airpad Order)
« Reply #26 on: September 18, 2011, 03:53:58 PM »

Customer service is not hard if you follow just a few basic rules:

1. Never lie
2. Never treat your customer as if he is a burden. (He is your life blood)
3. Never charge your customer before you ship the product.
4. If you make a promise, keep it.  If you can't keep it, don't make it.
Not really complicated now is it? ;)

Any company that ships before receiving payment is foolish.
There are more dishonest individuals out there then there are companies.
However payment shouldn't be taken if a product isn't available to ship.
Problem is most of this is all most always automated.
 >!
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Brian H

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Re: Unhappy with X10 (Airpad Order)
« Reply #27 on: September 18, 2011, 04:14:00 PM »

I have had a $1.00 test hold on my CC from a few vendors. Just to see that the account numbers where correct, but not charge the purchase price. Until shipped.
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DemDave

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Re: Unhappy with X10 (Airpad Order)
« Reply #28 on: September 19, 2011, 07:50:03 PM »

X10 just posted on their facebook page that Airpads will begin shipping on Wednesday.

So let's hope they're finally true to their word and that there's enough stock for all of us who have been waiting.
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HA Dave

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Re: Unhappy with X10 (Airpad Order)
« Reply #29 on: September 19, 2011, 08:34:52 PM »

I can't believe the complains are all about how quickly (or slowly) people are receiving the tablets. Not bad.
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