The Story So Far
16 January - I first contacted Pandigital through their website, and then sent a follow up email. No response
21 January - I contacted Pandigital a second time through their website, and sent another follow up email. Again, no response
25 January - I wrote my previous post on 25 January. I believe that was enough time for them to have responded to either request for service. Just before posting that story, I contacted my pr contact with Pandigital, and explained the problem. She forwarded my email to them.
25 January - I was finally contacted by Pandigital, and they asked for the same information I had already provided, twice. Fine. I gave it to them a third time, and responded to their request in less than an hour.
27 January -I start getting calls from Pandigital, because apparently they never got my email. I forwarded a second copy through my PR contact, and Pandigital were finally able to generate a RMA notice and a prepaid label. I was told over the phone by Derrick (he also sent me the email) that Pandigital would be sending me a replacement immediately, and I should send the broken one back as soon as possible.
Since there was no hurry (as I saw it), I sent the replacement on Monday (phone call was on Thursday). FedEx tracking shows that the package arrived on 3 days later. I contacted Pandigital again by email on 3 February and asked what was happening with the novel device they were supposed to send me.
I did not receive any response from Pandigital. I then reached out twice through my PR contact, and I was told that it would ship last Monday. I still do not have it, so I guess that they lied to her.
Enough is enough.
Do you know the really sad part? This qualifies as their executive customer service. I'm sure they were told who I am and how influential I am. And yet they still couldn't do their jobs right.
Update: I found out yesterday morning that I was going to finally receive a replacement for the dead Pandigital Novel I complained about Monday. It arrived yesterday afternoon (on Day 30) by FedEx Ground, which is enough by itself to get on my bad side, but that's a post for another day.
I didn't post about it yesterday because I wanted to think about whether I would remove or edit this post. I'm leaving it up.
I see this post as a valid account of what the average user would have gone through in trying to get their Novel repaired. The only reason I even managed to make contact with Pandigital was because I had a press contact. If I had used the normal channels I would never have gotten a replacement. Actually, I would have shortly filed a complaint with the Better Business Bureau, but I'm not sure most people would bother.