Pine64 Customer Service and Sales Support, or the lack of it...
#1
Hello,

Having issues with the microphone on my PinePhone BH edition, I contacted Customer Service. After exchanging many emails Pine64 agreed to send me a replacement "daughter / side board", waiving the shipment fees if I pay $9.99 for the spare part. I was to create the order then email them the order number so they can refund the shipping fees (see their message below):

"Reviewed your communication with support team#2. To close the case ticket #XXXX  friendly, you purchase the item: PINEPHONE USB-C SIDE BOARD SKU: PPHONE-SIDEB $9.99, we waive the shipping cost.$11.99.

[...]

Let us know the order ID after you ordered the spare parts.

Have a nice day!

Regards,
Pine64 team"


After a few weeks (15/06), when I was nearly sure the microphone was faulty, I made the order, paid for the spare part plus the shipping fees, then emailed back the "Pine64 team" letting them know the order number so they can refund the shipping fees. I haven't heard back since. Today, after a week, I got an automated message from Pine Store (sales@pine64.org) informing me that my order was completed and shipped. The invoice shows the full amount, including P&P and the final value means that I will be paying custom duties and handling fees to the Post Office.

Not a word from Sales, or Customer Service, and I emailed them nearly every day.

I am a big fan of Open Source, PinePhone, and I really want so support the community but the so called "customer service" experience is hugely disappointing. I am afraid Pine64 is far from being a supplier who cares for their customer.


Messages In This Thread
Pine64 Customer Service and Sales Support, or the lack of it... - by valentin - 06-22-2020, 03:10 AM

Possibly Related Threads…
Thread Author Replies Views Last Post
  Possible Uninterruptible power supply for Pine64's SBC's GreyLinux 8 240 08-07-2022, 12:09 AM
Last Post: Arwen
  Blacklisted by Pine64 after 2 years and $3,941.81 whatever 7 679 07-29-2022, 08:48 AM
Last Post: barray
  Pine64 Working on RISC-V Hardware! ImmyChan 0 203 07-04-2022, 02:32 PM
Last Post: ImmyChan
  Pine64 3D printer based on Positron V3? poVoq 0 405 05-21-2022, 11:50 AM
Last Post: poVoq
Sad Support response times chuso 5 783 05-15-2022, 03:17 PM
Last Post: TRS-80
Question Any chance to see a mobile-friendly Pine64 forums ? kern707 14 5,638 03-27-2022, 09:56 AM
Last Post: gab
  salvaged ventilator connecting to pine64 pelgrim 0 344 03-27-2022, 06:14 AM
Last Post: pelgrim
  Pine64 doesn't respect its return and refund policy? EverlyWyatt 7 2,330 02-19-2022, 01:58 PM
Last Post: wpeckham
  Linux support for RK3588 adiboc 0 1,070 02-10-2022, 01:16 PM
Last Post: adiboc
  Pine64 wiki capatcha nixcamic 0 518 02-05-2022, 11:38 PM
Last Post: nixcamic

Forum Jump:


Users browsing this thread: 1 Guest(s)