X10 Community Forum
X10 AirPad Android Tablet => AirPad General Discussions => Topic started by: Chowder on September 13, 2011, 08:48:25 PM
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My Story with X10:
Placed an order for the new Airpad on Sept 3rd. Holiday weekend, so I wasn't expecting much... Called them on Tuesday the 6th, they stated order was billed and now heading to wherehouse. I called again on Friday the 9th, was told order is in, but not shipped yet. Please call us back again on Monday. I asked the lady on the phone, if Airpad will ship Monday, she said "guaranteed to ship". I called Monday, no shipping occured. I was told no way to find out status on order, other then it's gone to the wherehouse. I told "Tyler" from X10 that I'm going to the BBB on this if I do not get an update on my $225 order (yes I live in WA and paid for shipping). Tyler promised to call my Today (Tuesday the 13th), never heard from him, even though I gave him my direct cell #. I called again, was told order is set for shipping, but they have no tracking for me, nor could they give me a tracking number at this time.
I asked for corporate phone number, because this is getting ridiculous IMO. So, from the 3rd until today the 13th, NO WORD IF ORDER WILL SHIP, WHEN, TRACKING, ETC...
Piss poor customer service IMO. I will be calling corp at: 425-203-3900
Anyone else with a problem on X10 service should call also. BBB is next after the call tomorrow morning and a call to my credit card company with a complaint and reversal of funds.
Terrible terrible customer service... OH and yes I'm patient! and I also work in the customer service industry... X10 has dropped the ball big time.
B:(
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I feel your pain!
New products are almost always slow to ship as quantities are usually low.
I ordered one in August and still haven't received official notice of shipment.
However because I'm in Canada, X10 is still waiting on the OK to ship to my country!
I suspect you'll receive yours before I get mine.
Infact I placed another order for modules a week latter which arrived in 7 days.
These were not new products and usually 7 days is the delivery time for most of my orders.
As for contacting the BBB.
In Canada this will not do any good, I suspect the same in the US.
They basically are a statistical gathering operation.
You should have contacted them before you ordered to see if there were any complaints.
That may have convinced you to order or not.
>!
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I am also very unhappy with how my order was handled, When I ordered on 9/6 I was told the units we in and would ship in 2-3 days. Called on 9/8 and was told unit would ship by Monday 9/12. Called Monday and was told it was shipping that day. Called Tuesday 9/13 and was told it was for sure shipping Tuesday. Call today 9/14 and was told their shipment was even due to arrive until Friday 9/15 and product would ship some time next week. What kind of Customer Service is this!!! So basically X10 lied to us on the availability of these units. I am still not convinced that they are even getting the product this Friday. Why doesn't from X10 get on here and tell us the truth to what's going on with this? Has anyone who ordered this in the last few weeks received one? If so could you report how long it took or if you haven't received tell us when you ordered it. Come on X10 give us some true answers.
Eric
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Since I don't work for X10 I can only suspect this:
Orders far exceeded what they expected.
As with all orders they are shipped to those that ordered first.
Orders such as mine only help to mess things up (Me Bad) ::)
Since they are most likely waiting on a shipment them selves (from China or where ever the airpad is produced0
they can only relay info supplied to them.
I once worked for a guy who always stated "If they're lying to me then I'm lying to you!" when he responded to a question involving info from another source.
X10 is most likely taking this info as fact.
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I am another unhappy customer with X10 regarding my AirPad 7 order. I ordered on 09/02/2011. I called 09/08 and was told they were expecting a shipment on 09/09 Friday or 09/12 Monday and mine would be shipped from that shipment. Haven't bothered to call since to check on whether they received the shipment and if my order shipped or not. I have not received an email saying my order has shipped so am assuming it has not. What I would like to know has anybody actually received an AirPad7???
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Since they are most likely waiting on a shipment them selves (from China or where ever the airpad is produced0
they can only relay info supplied to them.
Inventory problems pop up. I understand. But two weeks without any inventory to ship is just plain incompetence.
And it's also kind of irresponsible to flood inboxes with daily "Buy an Airpad" emails when they can't keep up with demand as-is.
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All I get are Lies. if and when after hours on hold they finally answer. Having purchased hundreds of teir products, I will in the future look elsewhere even if I have to pay more and many times less. I was told it was guaranteed to ship Monday. My Grandaughter ordered one 4 days after I did and has received hers.
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I can't even get anyone to answer the phone so I can cancel my order.
I am beginning to think this is a scam and I will be out $228.
Guess my next call will be to the Washington State Attorney General.
Finally after 20 minutes on hold I get disconnected.
Called back and after 12 minutes on hold someone actually answered.
He told me they hope to have a shipment in at the end of this week and mine would ship Monday or Tuesday.
I cancelled my order and will look at other tablets from someone I can trust to at least tell the truth.
I will be ending my posting on this site.
Good luck to those that are going to stick it out.
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My Grandaughter ordered one 4 days after I did and has received hers.
Well there goes my thought on first come first serve.
Hope they're not shipping by closet locations or alphabetical! ::) :'
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It's not by location.
I'm only 150 miles away.
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I'm just dumbfounded at this. I'm willing to wait for an AirPad, but I deserve at least some communication letting me know when I should be receiving it.
I think I'm in worse shape than many of you guys....
On August 30th I placed an order for a X10 AirPad 7" Android Tablet. I received an emailed receipt for my order that same day. The receipt stated that my order would be shipping to me via FedEx Ground method.
Since that time, I've requested and have not received any contact from support@x10.com after several emails I've sent.
I tried calling and waited for over 20 minutes on two different occassions before giving up. On a third call I finally spoke to someone that said the shipment had arrived at the warehouse at X10 last Friday 09/09. They also stated that I am high in the queue and that my order should ship out on Tuesday 09/13. As of today, I've still received no information nor tracking number.
All I want is for anyone at X10 letting me know when I should receive this order and then making sure it occurs.
I'm also getting very worried as I have already confirmed that my credit-card has indeed been charged. That doesn't seem right to me!
Please X10.... please just let me know something/anything definitive about my order.
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Orders far exceeded what they expected.
This is my guess also.
Out of no-where ... an American based company shows up on the scene with a nicely equipped Android based tablet with capacitive screen for $200.
I'm sorry to hear that some of you are having order fulfillment problems ... but I got mine on time ... so it is possible and I think they are trying. I must have ordered at just the right time when the second shipment came in ... they filled the back-orders and had a spare on-hand to send me. Hopefully now that they know what the demand is like ... maybe they can get them built faster and get larger shipments (so they actually have some stock to send out).
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Washington State Attorney General complaint form.
https://fortress.wa.gov/atg/formhandler/ago/ComplaintForm.aspx (https://fortress.wa.gov/atg/formhandler/ago/ComplaintForm.aspx)
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Washington State Attorney General complaint form.
https://fortress.wa.gov/atg/formhandler/ago/ComplaintForm.aspx (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.
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I too am very unhappy. I finally received an email that to the great demand they were unable to ship last monday and now will ship next tuesday. Since this was an offer via email and not available to others any other Orders should have been rejected as is done by other Firms. Priority should have been given to those who ordered via that link.
I decided to call them at 5:35 PM and stay on hold unti they answered or closed. at one minute to 6:00 PM I received an email wit the usual BS. We had such a large demand and are backlogged. I know others who had received a forwarded email and ordered the AirPad from the forwarded email. It said not to forward it of course. Other companies who ask not to forward block that link and also require you to sign in with your account to rder. I think that I will start purchasing from other sites.
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Washington State Attorney General complaint form.
https://fortress.wa.gov/atg/formhandler/ago/ComplaintForm.aspx (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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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.
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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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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???
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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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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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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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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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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.
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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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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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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?
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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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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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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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I can't believe the complains are all about how quickly (or slowly) people are receiving the tablets. Not bad.
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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.
It seems like that is a safe estimate.
In the ongoing saga of Airpad shipment #3, after our shipment had finally shipped, after it had been delayed by Chinese Mid Autumn Festival, after it went through customs delays, the shipment was finally over the Pacific Ocean. When I saw that our shipment was in the air Saturday evening on a DHL jet I joked that the only thing that could happen now is to lose the whole aircraft. There was no update Sunday evening as I would expect once the plane lands, so Monday after a trace I learn that the aircraft had a mechanical issue and had been diverted to Anchorage, AK. Clearly the joke is on me. Our shipment is now on a new aircraft and headed into the continental US tonight. I certainly hope that means that DHL has it's act together and that it gets to Newark by tomorrow midday so we can ship out tablets tommorrow, but all I can do now is keep refreshing 'track package' and wait for an update. In the worst case, I would expect a Wednesday delivery and for us to then ship tablets out on Wednesday. This is what we have been telling customers. I will keep you all updated.
Airpad shipment #4 is over the pacific right now, which shows how late shipment #3 is.
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Thanks for the update sir! Kudo's to you for helping.
X10 you really need to start weeding out the poor customer service reps you have. All of us have experienced some and it's very very annoying (drop calls, wont return calls, fake "guarantees to customers, etc)... Very shoddy. It's like they are willing to do "anything" to get the angry customer off the phone and not deal with it. This is straight up poor management on X10's part.
In this economy, you guys really need to step up your game because ANY corporation can fall from it's terrible management and customer service practices. Seriously.
Thank you to X10 DEV for helping us out!!! Give this man a raise! He is the only true one that is taking this on and actually providing "good customer service".
We love it!
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Airpad shipment #3 is at the warehouse! It arrived minutes ago.
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Cool, may be now my shipment which I was told shipped Friday will actualy get in the mail shortly!
I feel by the time I get this an AirPad II will be released. rofl
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How many units are there in a shipment?
Are we talking about a container with several thousand or a box of 10?
I'll probably get a couple once the supply wrinkles have been ironed out.
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Ok gang, check this out:
Yesterday I received a call from an X10 manager... The ONLY REASON he called me, was because I placed a complaint with the BBB. So, this obviously proves that the only way to get X10's attention is to file a complaint with the BBB. After speaking with this person, and expressing my concerns about their business practices, etc he agreed on it all. He looked into my order and called me back, telling me my order is out the door, and gave me a tracking number on it. Now here is where it gets me angry again... per another X10 employee on this forum, I was told it would ship 2nd day because of the long wait/delay on my order... per the X10 manager, after mentioning this to him, he stated there was no notes on my order to ship it 2nd day...thus it went out ground. GRRRRRRR! This pisses me off royal!
I explained to him it should have been upgraded to 2nd day or overnight because of this epic failure on their part. Nothing he could do, he said..its actually out the door to you now.
I asked what can you do for me then, because my order was placed on the 3rd, and it's now the 20th? He gave me a $20 gift card towards my next purchase.
What do you all think about this?
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What do you all think about this
Remember you asked:
I think X10 is in trouble, struggling, and probably in various levels of chaos. If me, I would be damn glad it is finally on it's way.
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Update:
I just now received a new Email from X10 automated ssytem... Per my tracking number and FedEx site, indeed after all, my order is shipping 2nd day. So, again, thanks for X10DEV for looking into my order, getting my shipping updated, etc.
Onfortunetly, this proves again, that the left hand doesnt know what right is doing at X10.
X10dev did do good work, but their own manager didn't have a clue that the shipping was indeed upgrade by one of their own.
Crazy.
Anyhow, this will be my final purchase with X10. Looking forward to gett my Airpad tomorrow! I will post if I receive it or not, and plan on doing a video for youtube on the unpackaging of the unit, inspection and more...
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Thanks for the updated information.
I will be looking forward to your comments and videos.
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I suspect X10dev's job just got a lot busyer! rofl
I too look forward to your videos and comments Chowder
Clicking on my USPS tracking button still shows no info on my shipment!
How they can send a tracking number to me on Friday when they were out of stock amazes me! ::) :'
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Maybe they had the empty shipping box with the label on it. Just waiting for the Airpads to arrive. ;D
Or all of the ones that came in where allotted to back orders already.
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How they can send a tracking number to me on Friday when they were out of stock amazes me! ::) :'
Darn. Brian beat me to it. Again.
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Maybe they had the empty shipping box with the label on it. Just waiting for the Airpads to arrive. ;D
Well that's exactly what happened but the email stated "Your order #.... has been shipped!"
To me shipped means it has left!
Canadian and US English have two different meanings for some words. I just didn't think this was one of them. ::) :'
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Hooray! I received tracking information from X10 today for my AirPad ordered on 08/30. I can hardly wait until I receive it.
I must say that in the past week, the email communication I've been receiving from X10 has gone from zero to actually receiving status updates about the delays. While I'm at it, I just wanted to thank Eric Boyd at X10 for following up on the emails I'd sent to X10 support weeks ago.
Great improvement on the communication X10! #:) I believe that this is all most of us wanted.
Now... all I want is for my AirPad to get to me in excellent shape so that I can post back on the forum about my experience with using it.
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Onfortunetly, this proves again, that the left hand doesnt know what right is doing at X10.
X10dev did do good work, but their own manager didn't have a clue that the shipping was indeed upgrade by one of their own.
All, I'm happy to help, but I'm not part of the customer-facing sales operation of X10. There's no record in sales of my help because in order to help I bypassed all the normal procedures. It's not fair to criticize an X10 sales manager when it was me who skipped the process. I want you all to get your Airpads as soon as possible, and think it's a cool little tablet, but it's not my position and I'm not equipped to personally handle customer relations. So in the future, I'm going to stay out of sales issues for individual customers.
On a technical level, I maintain a presence in these forums, and will happily respond to technical issues as well as periodically releasing new ROMs for the Airpad. So post away about any issues, or kudoes, or just ideas for the future and we'll do our best to make it all happen. ;D
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Ok guys,
I just got home and there was my Airpad on the front porch! yeah!
Box was in good shape.... Digging into the box, unit was package well with peanuts... nice Airpad Box inside.... after opening the internal Airpad box, everything inside that was pretty good. There was some tearing of the internal cardboard holder that actually holds the Airpad itself, but in general nothing cracked, broken or chipped, etc..
The first thing the online KBASE/WIKI states is to charge it up for 4 hrs if needed. Doing that currently. After this, I will turn it on and actually get to play with it.
Will update more soon. I took a video of opening the package, all the way down to the internals, etc.
Obviously there was some bouncing around and some heavy hits, as the internal cardboard did have torn corners and the lower area that hlds the cables, power and more was mooshed over to one side.. but like I mentioned, nothing looked damaged or showed signs of hits, etc..
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Was the X10 Users Manual in the box?
I saw an earlier unpacking the X10 AirPad video and there was no X10 Users Manual in the box. Only the English and Chinese manuals from the OEM of the AirPad.
The X10 Users Manual available from the X10 FTP site or the link in the Kbase/Wiki.
http://kbase.x10.com/wiki/Tablet
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The X10 Users Manual available from the X10 FTP site or the link in the Kbase/Wiki.
http://kbase.x10.com/wiki/Tablet
Helpful info... even for someone just thinking of buying the AirPad Brian H. +1 from me.
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Thank you for your findings.