I wish they were more transparent about all of this, or developed local partnerships for faster and reliable repair solutions, but they aren't and won't. There's rarely a straightforward solution to any issue you have with these things. These aren't devices for people with little to no handheld/laptop hardware repair experience for this singular issue, not to mention the many resolution and aspect ratio issues with Windows and these vertical based screens being in landscape. Mailing things back and forth to the other side of the world for repair has so many failure points even when the company is on top of things, which none of these Chinese companies seem to be. they are great devices, when they work, but if you have ANY issues that can't be solved with a software update, you better be prepared to fix them yourself. This is something I've tried to make clear to people getting into these Chinese handhelds. I caution anyone considering purchasing an AYANEO device to accept the fact that you are going to be gambling up to $1000+ with the potential of receiving a defective unit with little to no support. It is clear to me that AYANEO’s only concern is shipping new devices and if you are unlucky enough to get a lemon then consider yourself an owner of a brand new brick. We are now 3 weeks, going on a month since I had received my device and I am being given the run around as they try and push me to replace the screen myself. After a bit more back and forth I thought we reached a resolution of sending my device in for repair to have the 800p display replaced. I contacted them as soon as I booted up the device and aside from some light testing of the display for them, the device sat unused on my desk. Eventually, after waiting a bit I receive a response that they cannot send me a replacement unit since it had been over 7 days and they now consider the device used. I offer to send in my device for repair and pay the difference (if possible) to swap the panel to the 1200p one since I saw a fair few issues with the 800p display and I didn’t want to receive another defective one (and go through this process all over again). Why should I fix their defective device? At this point, I am starting to get a bit frustrated given we are approaching the two week mark since receiving the device and want the issue resolved in what I believe is a fair manner. They sent me a defective device, regardless of whether or not I have the capacity to change the screen myself. Eventually, they got back to me offering to send me a replacement screen. Several days had passed since this back and forth communication. I then provided videos of the issue so that they could verify the issue themselves. After a day or so I was redirected to their service support. I immediately contacted AYANEO for a replacement unit as my unit was defective. This seems to be a fairly common issue on the Geek model. Upon powering on my device, I noticed a defective screen. First of all, for those of you who managed to receive a device with no issues, that is great and enjoy it! However, if you were one of the unlucky few, I am certain that you would feel different about the defective device given the quality of support offered by AYANEO.
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