A couple weeks ago I wrote a post complaining about the customer service that Pandigital didn’t provide for my broken 9″ Pandigital Novel. Several people have asked me for an update, which I’m now going to provide.
I had waited on the post so I could write that the replacement had arrived, and the matter was resolved. But I’m sick and tired of waiting, and the fact that it has taken literally 29 days to get my device repaired has me incredibly pissed off.
Yes, that’s 29 days and I have no idea when or if I will ever get my replacement tablet.
Final Update: This company has folded. It has been handed over to a liquidator to be sold off in order to pay creditors.
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.