[6chars]

Wow, that's a really crappy experience. Personally, I had a pretty good experience with their customer service. My stylus broke after a few weeks (just stopped working for writing entirely). They sent me a new one right away and didn't require me to mail mine back.

I think the way they do returns is pretty unfriendly compared to other electronic companies I've gone through this with. I was going to exchange my tablet after I bricked it, and they wouldn't send a replacement until they received and processed the return. Based on the label, the return center is in Hong Kong (IIRC), so it probably takes a while to get the replacement even if everything goes according to plan. I ended up recovering the device myself (that ordeal's another story, but that's entirely my fault) so fortunately I just had a week without use of it, not a month+.

I would expect it to be beneficial to them to send the replacement first along with a return box, then charge for a whole new device if the return isn't received on time. Maybe that only works if you have the scale and resources to build such a system that companies like Amazon have.

[selykg]

That reminded me, they had two different return sites. First one they sent me to didn't even recognize my order, and because it takes them at least 24 hours to respond to an email (sometimes 2+ days) that was 24 hours of me continuing to twiddle my thumbs while they sent the second return site to me, both of which they included incorrect instructions for.

But yes, part of the hassle was the return to Hong Kong I suspect. That said though, it shouldn't be on me to foot the bill for a product until their shipping company can deliver it to them. If I chose the shipping company, then sure, I guess I can see that. But it was their label, their return site, their rules, and I'm just stuck footing the bill until the product gets returned. What would they have done if it never actually arrived? Would I still be footing the bill? I had to file the dispute because the time period was running out on being able to do so AND I was then outside their 30 day return period because of the lengthy delay in their shipping provider moving the product. I sent it back less than a week after I got it, but it took another month for the stupid thing to end up in their hands.

Anyway, yea. It was entirely self inflicted by Remarkable. My assumption is they've been burned by people returning incorrect products or something, but if they handle it this way they're just upsetting legitimate returns.

I wasn't entirely dissatisfied with the product, it just wasn't in a state I could use it right now. Had the return gone better I may have purchased a newer version down the road. Now however, I will avoid them at all costs, and I am being vocal about it ... all they had to do was treat the customer appropriately and this all could've been very different for them. It just goes to show how important good customer support is.

[6chars]

I wonder how much this has to do with their being a Norwegian company. I have no idea what the expectations of customer service are over there. I'm just going on my experience working at a Scandinavian company and the incredulity I've heard Europeans express about the US's "the customer is always right" attitude, so I apologize if this is extremely ignorant. Regardless, they have a lot of room for improvement.

Have you tried giving feedback directly to the company? They feel like a small enough operation that they may actually listen.

[selykg]

I did offer feedback whenever it came up, but it was just to whomever I was talking to via support. They acknowledged the feedback but they kept repeating the same problems over and over so it was clear it wasn't going to improve in the immediate term. Some of it was simple, like, "please just use the right snippet, or if you need separate snippets for this, make separate snippets" and some was obviously more complex, like "if you are going to say something, like that you'll refund me, you should stick to what you said, rather than back out of it and not stick to your word."