Support Shipping Requirements

[chad(at)gambit.net]

I vacation in Chicago fairly regularly.  When I dropped my Neuros last week, I figured I lucked out dropping it so close to a Chicago trip.

I e-mail support to let them know it's coming, and am told they HAVE to get it from a FedEx, UPS, DHL, or USPS driver only.  I wasn't told the "Or else what", but this seems awful prejudiced against my company's new courier branch.  And on top of which, now I have to find a FedEx location in Chicago, and hope that FedEx Ground is allowable, despite not being on the list.

I dropped it off for a bad charging circuit last August.  What changed that you requre such specific shipping terms?  While I've not been the most vocal customer, I love my Neuros despite problems and issues aplenty (This will be service trip #4 for the unit, and I normally only give a company 3 shots.) I am starting to wonder if the community feel is more "Thank you, but stay off of our lawn."

Now if you'll excuse me, I have to find a ship center in Chicago to ship it 40 blocks.

 

quote: Hello Chad,

We are sorry, but we cannot accept a package unless it is delivered by
USPS, UPS, FedEX or DHL, we do not accept repair deliveries from private couriers, we apologize for the inconvenience.



Sincerely,
Neuros Support

[I Was Teenage Hand Model]

Our office is not really open to the public. Someone may have made an exepction in the past, but we are talking about this issue, now.  You can use a courier service, but we do not recommend that anyone comes in and just drops their unit off.  For the safety of the customer and to keep accurate records, we prefer to have proof, like a tracking number, to show that the item has changed hands.  In the event that a unit is lost, or anything unfortunate, a tracking number would serve as proof that the unit was accepted in this office.

And, by the way, our records show that 'service trip #4' is not because of faulty equipment, it is because you dropped the unit and it no longer functions correctly.  The sooner you send it in, the sooner we can take a look at it and give you a quote on the repair costs.

[chad(at)gambit.net]

You are correct that this trip is due to my error, but the previous 3 were due to faulty equipment, (Dead unit, faulty USB connection, and faulty charging plug, if I remember correctly.) and with any other company, I wouldn't bother with a paid repair, I'd just replace it with another company's equipment.  

But the design, and support I've recieved on previous repairs, is top-notch, and I'd like to see a company like Neuros succeed to show other companies that putting customer support and quality first is a viable and functional business model.

The refusal of letting me drop it off just seemed like such an 180 from previous experiences that it had me worried, and through e-mail I was getting replies that I was reading as somewhat terse.  (Possibly a parsing error on my part.)  I still like my Neuros and wish NA the best, but now I'm a little more on-the-fence as to whether or not I'll upgrade to an NIII or 442.