Comment by gabrielblack | Hacker News Reader

Comment by gabrielblack | Hacker News Reader

I had one device who died after a couple of weeks: suddenly it refused to switch on. So I found the real source of pain from Pinephone project: the assistance. I sent a detailed report about the hardware failure and they sent me a message about how properly recharge the phone , something like : "you need the power supply, insert the plug in the 220V socket, insert the USB-c cable, etc", demonstrating that they didn't read my message at all. After some further rounds of nonsense instructions, that , anyway, I followed giving them feedback about the results, I asked for a replacement. At that point, they started to waste time, another department apparently stepped in. After my complaints, they asked me to send the device back without acknowledgment of receipt, via ordinary post service, in the USA (I'm in Europe and I received the phone from Asia), sending to an anonymous p.o. box. I told them that it was unacceptable because in that way I took all the shipment risks not having any proof that I sent the device nor that the parcel in case of problems. Luckily, I found a post service with proof of shipment, so I had at least a receipt proving I sent the device back. At the end, they refused to send me a replacement, starting to negotiate the amount of the refund, because they wasted so many time I risked to not be able to ask Paypal intervention, I asked Paypal to step in receiving a full refund.

On the initial response, in case it's the Pro that can be explained by a known hardware issue that manifests as an apparently bricked device if the battery gets drained and regardless of charger it takes several hours to bring it back to life[0].

Even so, that does not excuse the rest of the story and hopefully they can improve. A friend of mine also had some frustration with communicating with their customer service (which appeared outsourced or incompetent).

[0]: https://wiki.pine64.org/wiki/PinePhone_Pro#Troubleshooting

Hi, I'm am a pro. I have laboratory equipment and I did the needed checks before opening the RMA. As explained to the service the problem was elsewhere. It's exactly the opposite, IMHO, they treat me as an idiot consumer that wasn't able to recharge a phone. I think they don't realize that this kind of device often is purchased by people different from the average consumer, so yes, I had same impression of your friend. Moreover, I tried to access their on-line form to request the RMA: the only browser at time able to access and send properly the request was Opera. I tested, Safari, Firefox, Chromium: only Opera was able to do the job.

Out of curiosity, what was the HW issue?

Your story sounds bad, but I would bear in mind, that they are not professionals for handling consumer cases.

They are mainly linux smartphone hackers. If I would buy a device, I would consider it a donation if something goes wrong and not expect something to be able to work with. But that part should probably be made clearer. I also cannot say they are fully to blame, I found their website clear enough that there is no real quality control or support. But if I would have believed certain internet enthusiasts, I would be sad because of broken promises regarding stability. At least basic working functionality by now would have been nice.

Still, things are maybe getting there.

"It's incredible... how much the PinePhone experience improved in the meantime"

> I would bear in mind, that they are not professionals for handling consumer cases

If they take your money for a product, then they are professionals for handling consumer cases, they are obliged to be.

They might not want to be, in which case they should hire people who do want to be.

Moreover, if you are producing a device for open source developers, people working for free , giving their free time to contribute to create a valid product, you can't spit on them when they have problem with the hardware they are contributing to develop, IMHO. At the end, I paid the phone, the shipment, custom duties, VAT, the shipment costs back in USA (why USA ???), a lot of my time, for nothing. So I felt was better to stop, spending my time elsewhere.

SO TRUE!

It is not about what you do, it is how you do it, and in particular what expectations you set.

If you sell it like a regular product, without saying clearly up front that it is not supported, then people will legitimately not like you.

IF you are just selling a kit without support, SAY SO. Then the people you want will come buy it, and if you did well on the parts that you claim to do well, you'd have happy customers (modulo the few Kens & Karens who expect everything for nothing).

I'm an hacker and I gave up with that platform after that experience because if you can't guarantee reasonable assistance quality , a basic replacement service if the device is defective and a procedure for RMAs in reasonable times, I feel is better to employ my time elsewhere. Two months asking a replacement and obtaining nothing, two months : we aren't talking about a service from hacker to hackers as it should be. > I would consider it a donation I'm also donating my time, for that reason I don't feel their behavior is justifiable.

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