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Below is an email sent from a Hand Held Products customer who was concerned about the length of time a repair would take. The Hand Held Products reply below confirming that one month (with shipping time) for a repair is reasonable.
Email to Hand Held Products:
Sent to JB (Hand Held Products Customer Service),
Thank you for getting back to me. Is 22 days(plus shipping time) normal for a repair? This seems excessive. I shipped the unit on 8/23/06. I did not hear from Hand Held until I emailed about the status of the repair on 9/8/06. I did receive a response the same day that a PO was needed, which was sent the same day. I requested a confirmation and ship date with when the PO was sent but did not receive a reply. Then on 9/11 I sent two emails, and today a third email before I finally received a response. Not good customer service or prompt repair turn-around. I'm very disappointed.
-Hand Held Products Customer
Reply from Hand Held Products,
I apologize that you have had to wait for what seems to be an uneccesarily(sp) long time for the repair of your unit. Please allow me to explain some of our processes so that you can have a better understanding of what happens to your unit when it comes in for repair.
First, please note the following when sending your units in for repair, going forward:
A) Hand Held Products turn times for Warranty and Non Warranty repairs are estimates ONLY. Turn times are only guaranteed for our customers who have purchased service contracts. We are going into our busy season so there are going to be times that we do not meet our typical turn time estimates.
B) Typical (Estimated) turn time for Warranty repairs is 8-10 Business Days, Non Warranty is 10-12 Business Days.
C) Turn time for Non Warranty repairs is calculated based on the date that we receive the PO.
Upon receiving your shipment in house, it is first reviewed by our receiving department to determine if the unit is still under warranty according to the manufacturing date. Also the receiving department will do a visual scan to determine if there is any noticeable physical damage/abuse to the unit. If the unit is deemed non warranty due to either scenario (damage or expiration) then the unit is sent to the Customer Service department so that we can call the customer and advise of a PO or authorization needed. Again due to the busy season coming up, it is possible that there was a delay in calling you.
Once the PO/Authorization has been received, your turn time begins. In this instance please keep in mind that your initial turn time began on 8/28 which would have given an estimated ship/repair date of 9/14. However, the unit was not under warranty and needed a PO. Under normal circumstances, your turn time would have been 10-12 business days from when we received the PO, but since we have been very busy and we were not able to call you and notify you promply(sp) of your unit having an expired warranty, we have shortened the time to 5 business days from when we received the PO. This puts your estimated repair date as 9/18.
We do make every effort to repair the units in a timely fashion, however there are times when circumstances (ie parts delay, increased volume of repairs, holidays etc...) prevent us from repairing the units as quickly as we would like, and contract customers do take precedence.
I hope that this helps to clarify our processes and why your unit was not repaired sooner. Please let me know if you have any questions.
Thank you,
JB
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