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Review 1/5/2011
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** FOR AMEMDED INFO. PLEASE SCROLL ALL THE WAY DOWN **
I am reviewing my transactions with Ematic Customer service regarding an E-matic MP3 player purchased 11-22-2010. In all fairness, people who have working / non-defective products report it is a good product. While my player was functioning, I was more than satisfied with the player.
Customer service is truly the problem. BBB shows them with an F rating with 9 total complaints. All but 2 have been resolved. 1 Refusal to adjust, relying on terms of agreement - 1 Unanswered.
Below is my personal issue with Ematic:
Here's the problem. The player originally charged over night and worked as expected and lasted at least 4 hours of play time. I charged it each night so I would have enough charge for the next day. Within a week of use I noticed it wasn't holding a full charge. Soon it was only able to play for an hour before it lost charge. Then within 2 weeks it just wouldn't turn on at all.
I have tried several times on 2 different computers and also had my husband try. It still would not work.
I have contacted the company via email as they suggest. Between 12-18-2010 and 12-31-2010 we have corresponded at least 4 times. Now they have ceased responding, and have not returned any phone messages either (as "there is no customer service representative available at this time").
Through Email communications Ematic requested I fax them a paper receipt from the company I purchased the item. I have sent all email confirmations and receipts I received. I offered a copy of my credit card bill since I purchased from an entirely online company and that is all I have to give them. Ematic tells me that is not enough since I might have altered the email receipts I forwarded. There has not yet been any acceptance of my offer to produce a credit card bill.
I am truly dissatisfied and am filing a complaint through BBB if they do not respond today 1/5/2011.
I Hope this review helps you decide whether this company is one you would make a purchase from.
*** AMENDED INFORMATION***
I FINALLY found someone who is being helpful. 1/6/2011. Moving Rating from 1 star to 2.
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