I Purchased a Cassiopeia on April 18. A friend had bought one and he was very happy with it. I soon realized why he was so happy. It did all I needed and more. After transferring all my Outlook files to it, I was able to quit using my daytimer. It worked so well, that 3 of my co-workers also bought pocket pc's. After a week it quit syncing with my computer. Although disappointing, I realize that things happen. I had every confidence that I would be able to get it working again in no time. The following are the steps I took:
Week of May 1, 2001 Phoned Casio Customer Support (1-888-204-7765)
- Trouble shot for about 45 minutes. One line support person said he was at the end of his trouble-shooting checklist. Said he would notify a higher tech support. Said they would phone me in 24 to 48 hours.
Week of May 7, 2001 No one had called back
- Called Casio Customer Support line again. Got the same support line operator. Again I explained what has been happening. He put me on hold to check with his supervisor. He told me the message had been sent, that sometimes the tech support gets behind and to be patient. He now told me that instead of a 24 - 48 hour response rate I would receive a phone call within a week.
May 17, 2001 No one had called back
- Called Casio support line again. Got a different operator. Said he could see the tech help request, however, he did not know why no one had called me. Also, said there was nothing he could do for me because the higher tech help was not in the same building. Asked him whom I could talk to.
- Called number he gave me (did not write it down). By this time I got the feeling I was getting the run around. I asked for my money back. This operator told me there was nothing she could do for she was Casio United States. She informed refund period was 30 days and to ask Casio Canada for it. She gave me Casio Canada's phone number.
Phoned Casio Canada May 17, 2001
- Asked operator to put me through to someone who had the authority to refund my money. She said all managers who could make that decision were away for the weekend. Asked if anyone could help me. She put me through to Tony Donevski.
- Again I explained my story. Tony was very empathetic, said he would get to the bottom of this and phone me back within 2 hours. He did not phone back
Second phone call to Tony
- Said he did not phone back because Casio had not phoned him back (I thought I was talking to Casio). Promised me he would have someone get back to me. No one phoned me back.
May 23, 2001 Took Cassiopeia back to Portable Computing Source (where I bought it)
- After not receiving any return phone calls, took Casio back to where I bought, Told Milton (store Manager) what had happened. Asked for my money back or at least a new replacement. Milton was very sympathetic, told me he would do the best he could and would get back to me in 2 or 3 days.
- Received a phone call. Said they could not get it working and asked permission to do a hard re-set (would loose all my data). Gave them ok to do so.
- On Monday June 28, Portable Computing Phoned to say they could not fix and would have to send it to Casio Canada for repair. I asked why they would not replace it with a new one for it quit working shortly after I got it. Said it was out of their hands. I said fine send it back.
May 29, 2001
- Portable Computing phone to say they could not send it back, that I had to. Also they said I had to phone Tony Donevski and get a RMA number and shipping instructions. I phoned Tony Donevski and asked him why Portable Computing could not send it back, he said they could.
May 30, 2001
- Phoned Milton, he said he would phone Casio and get back to me. Milton again said I would have to send it back. Said he left message with Lisa at Casio Canada. Milton said Lisa would be phoning me to give me Shipping Instructions and a RMA number.
Thursday May 31
- No one from Casio phoned. Called Milton, he assured me they would call. Said to give them one more day.
Friday June 1, 2001
- Still no one called from Casio. I called and left a message for Lisa to call me. When she returned my call she said she did not have a clue what I was talking about and that I should talk to her boss Tony. I asked her to transfer me, had to leave a voice mail message.
- Called Milton at Portable Computing, said he does not know why she would say that. Milton aid I should phone and talk to Tony (I had already left a message).
- Tony phoned back. Said I have to ship Cassiopeia directly to him. Said if he got it by Monday he would repair it and send it back no later than Tuesday. I again asked him for a new one, said that was not going to happen unless he could not fix the old one. I asked him how he would like me to ship the Casio. Tony said anyway I wanted. I asked him who was paying for shipping. He said I have to pay to get it there.
To summarize, I paid $635 gst for the Casio On April 18. It worked for about one week. I have patiently tried to get it fixed. I have Given Casio every opportunity to fix it. They won't even return my phone calls. Beware of Casio