Posted by: dbdbdb« on: September 25, 2020, 20:26:30 »
They just send the product from China and that is all. You do not pay customs fees but you have to walk to the customs (to make you privet EORI number ) in any case if you have not done so before for other customs shipments. When you order you have to pay about 50 Euro for "Fast UPS shipping in 2-4 days". In my case order was placed on September 22 and I was lucky to receive it on October 23. In this case, the customer service response was "there is a short delay at the moment, due to the week-long holiday in China". No matter how much you paid for fast delivery, it will be performed as standard delivery by AliExpress.
The registration of my last complaint was 2 June 2020 (the fingerprint sensor appears to have come off the power button and the device practically does not work) and after 50 days, many e-mails (At one point there was a suggestion from customer support to fix the problem myself at the nearest service center for laptops and tablets because the problem is small. But the questions are: when someone goes to a "place for repairs tablets and laptops to see if they would be able to put the button back into place" who will pay for their time to check and time to repair? What will happen to the warranty? Will, it still be valid if things don't get better or get worse?), and writing in the forum (I just put my correspondence with them, and it was deleted of course) there was some reaction (Cooper from customer support joined the correspondence for a moment).
My Eve has arrived at Eve Distribution Limited, Suite 1106-08, 11 Floor, Tai Yau Building, No. 181 Johnston Road, Wanchai, Hong Kong on August 14, 2020, for repair! I am still waiting... The tablet's warranty will expire soon :frowning: My last hope is in this link consumer.org.hk/ws_en/cc-complaint/index.php and then probably some Chinese lawyer.
I told them that in this forum sooner or later the community will want to create a topic related to customer service. It is normal when you pay to receive some support during the warranty period. I did pay a lot of money for this device and see there no cooperation from Eve even within the warranty period!
So, it is better to have a local shop near you (it was too expensive to send the tablet to Hong Kong for repair - it is not 60 USD as they suggested, this costs 165 USD ) to take responsibility for the product warranty for small problems like mine. In fact, who would want to deal with a support team that is not responsible? So, I think this is one way for Eve to take care of their main problem - customer service. The community should start asking themselves questions about product quality and subsequent customer service looking for answers in this forum. Obviously, Eve will have to go through this transition if they want to succeed and be in the market.