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I love my Remarkable 2 but I will say their customer service experience was pathetic. When I received my Remarkable 2 I had an issue with the WiFi card as it w

I love my Remarkable 2 but I will say their customer service experience was pathetic. When I received my Remarkable 2 I had an issue with the WiFi card as it would connect and then after syncing once it would disconnect and required a restart to get it working again. So I emailed support to discuss a replacement. The support had me adjust MY router to specific channels so that the WiFi card could work (the only device I've had to do this for, and I have my channels tuned to not interfere with the neighbors). The problem persisted for the first few months I had the device and after I made the adjustments. I even offered to use my software engineering skills to help diagnose this issue on the device. Worse still, the customer support agent stopped responding to my emails. I don't know if there was a software update that fixed this issue, but the way the customer support black balled me and gave up, I will probably not buy another device from them again, especially if there are similar devices on the market. Why? I tried to support this company by preordering and go through the proper channels and it lead me to a place where a customer support agent decided my questions and time were better shoved into the abyss rather than address my concerns. That doesn't happen from a customer support agent actions, but rather how management and C-suite trains customer support agents. I've actually been saving the emails from companies that do this to me. Anyone know somewhere I can report and share my poor experiences with companies (ex BBB)?

abawany 5y ago
Their CS seems to have improved a lot in the last few months and there is now an accompanying survey at the end of each interaction (ime) so if you still have your device, I would ask you to retry. Also, consider joining the Discord/Matrix/Reddit forums for the device if you like - someone might be able to help you anyways.
- yepthatsreality 5y ago
  The problem has been fixed by a software update or some change I did not perform. If a company wants me to use a chat service or forum to solve my problem, they should direct me there and/or maintain that service. I contacted them directly to their support service, which should be trained to deal with questions, not push them into the abyss. While I appreciate your feedback I think it's a band-aid to the problem. There's nothing wrong with saying: "We have found that your problem is common and are working on a solution. We will reach out in a few weeks once this has been resolved." Then the company can gather like problems and triage for later resolution. I mean really sometimes it seems like companies act like support is a mystery and they have the first buggy product ever on the market.

abawany 5y ago

Their CS seems to have improved a lot in the last few months and there is now an accompanying survey at the end of each interaction (ime) so if you still have your device, I would ask you to retry. Also, consider joining the Discord/Matrix/Reddit forums for the device if you like - someone might be able to help you anyways.

yepthatsreality 5y ago
The problem has been fixed by a software update or some change I did not perform. If a company wants me to use a chat service or forum to solve my problem, they should direct me there and/or maintain that service. I contacted them directly to their support service, which should be trained to deal with questions, not push them into the abyss. While I appreciate your feedback I think it's a band-aid to the problem. There's nothing wrong with saying: "We have found that your problem is common and are working on a solution. We will reach out in a few weeks once this has been resolved." Then the company can gather like problems and triage for later resolution. I mean really sometimes it seems like companies act like support is a mystery and they have the first buggy product ever on the market.