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3 out of 4 people found this review helpful
1.0 stars
"Poor Support & Defective Products"
Pros: Cool Idea to Shed Our Laptops
Cons: Defective Products and Very Poor Customer Service and Support
Summary: My experience with OQO, both the product and the company, has been one of the worst experiences I have ever had with a company selling computer gear. After waiting for over eight weeks to receive my OQO Model 02, the unit I received was defective. Following this, a long litany of abysmal customer service and additional defective products have left me of the opinion that OQO is a long way from being able to deliver anything approaching a satisfactory product or customer experience. Following are some of the specifics:
? My new OQO Model 02 unit was defective out of the box. I contacted OQO but OQO offered only to allow me to send it in for repair, not to replace it with a working new unit (which was what I paid for). Adam Gould, the top manager of support, felt this was an adequate response ? clearly no understanding of customer service, even the customer support agent was surprised by OQO?s stance. It took many phone calls, e-mails, and complaints to get OQO to finally agree to do an exchange with a new and functioning unit.
? Rather than sending me a new unit as an exchange ? which is what OQO had agreed to do, OQO sent me a refurbished/repaired unit ? clearly it had been someone else?s unit as there was still someone else?s information still on the device! How could this be!?!?!?!?
? After a couple of hours of working with the refurbished unit, I have now realized that it too has some kind of hardware defect, this time related to the fan ? which doesn?t seem to be operating at all on the second unit.
? I purchased a docking station, which while ?cool? looking, but it immediately ?ate? the first disc I inserted and cannot be coaxed into releasing it ? it whirrs and grinds, but that?s it. Defective Docking Station so I can?t install software.
? I ordered an executive case to keep it scratch free, that was over a month ago and nothing received. The store people tell me they just can?t figure it out, they say that everyone else?s orders for the same case are being fulfilled almost immediately, but for some reason mine is not. Further, as the ?store? isn?t really OQO, it?s outsourced, they can?t do anything about it and really have no idea what to do ? nor will they divulge the names or contact information for anyone at OQO that might be able to help. I guess it doesn?t matter ? who needs a case if the unit doesn?t work.
Finally, the product itself. All frustration with the repeated quality problems and inability of the company to support its products aside, the ?idea? of the product is far better than OQO?s execution. I am a business executive, I travel regularly - who wouldn?t want a small portable computer that is connected anywhere you go? As a practical matter, the device isn?t really sufficient as a laptop replacement while travelling ? which was my hope. For e-mail and basic web browsing, it is only marginally improved from more phone-like appliances ? however when the highly limited battery life, slow operation, and heft vis-à-vis other options is taken into account ? this device offers a poor set of trade-offs.
Any company making hardware will have problems with their product ? it?s a given. The real test of a company, and ultimately the experience the consumer has, is in how the company responds to a customer when there is a problem. In the case of OQO, there have been both TOO MANY problems AND a repeatedly demonstrated inability to provide minimally acceptable customer service. I would highly recommend looking elsewhere for your portable computing and connectivity needs ? this isn?t it.
- 1 reply to this review
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WHY after the initial experience you had with the device and your incredible problems with the company itself, didn't you simply just RETURN THE DEVICE AND GET YOUR MONEY BACK. Problem Solved!!!!!!!!
