clix 2gb broken. how is iriver support?

[katakonik`]

Hi,

I've had my Clix since November 2006 and now it's broken. When I turn on the device, all I get is a black screen. You can see the LCD backlight turn on, but there is no picture or GUI at all. Battery is fully charged and the last thing I did was listen to music. I treat my stuff really good and this is definitely not self-inflicted damage. This is pretty ridiculous as I only use the player when I'm on the subway (30-40min ride) and it broke so easily.

I set up an eBox thingy on the iriveramerica website back in November and have also initiated a support request. They still haven't replied to me yet. I hope I do get a replacement or that they fix my unit. Also, I am in Canada, so I was wondering if I have to pay for shipping if I ship the item to them? And how long should it take to get a response or RMA number.

Thanks

[clieos]

If you want to get a faster respond, try calling them. You will have to wait for the phone, but it is always faster than waiting for their email.

[madhasan90]

I would do the same, try calling them for the fastest response.

[katakonik`]

I would give them a call only if they had a 800 or some toll free number. The support number on their website (iriveramerica) is long distance for me and it's gonna cost me a lot if I'm put on hold for a long time.

[olendorfclixuser]

I also had the exact same problem, blank screen. I could see a blue line across the screen and a backlight.

I tried calling the support number. I even called 1 minute after they opened and held on for 30 minutes and never got to talk to anyone. I send an email everyday for 3 days and then sort of gave up. After 3 weeks I received an email and got an RMA. I sent in my unit and I paid shipping. They sent back a replacement unit immediately after receiving mine. I received the package within 2 days.

The replacement was in great condition but probably was not brand new.

[owlyn12345]

iRiver toll free:

800-399-1799

You're welcome

[katakonik`]

Originally Posted by olendorfclixuser

I also had the exact same problem, blank screen. I could see a blue line across the screen and a backlight.

I tried calling the support number. I even called 1 minute after they opened and held on for 30 minutes and never got to talk to anyone. I send an email everyday for 3 days and then sort of gave up. After 3 weeks I received an email and got an RMA. I sent in my unit and I paid shipping. They sent back a replacement unit immediately after receiving mine. I received the package within 2 days.

The replacement was in great condition but probably was not brand new.

Damn, thanks for letting me know your experience. Seems that they are very slow. I still haven't received a reply sent via my eBox a week ago. And now my player just died completely. Doesn't do anything. When you plug it into the USB, nothing happens.

Originally Posted by owlyn12345

iRiver toll free:

800-399-1799

You're welcome

I'll give that number a call tomorrow, thanks a lot!

[guardianxsoul]

I'm a newbie at returning merchandise, so please bear with me.

I'm having trouble with the screen on my clix so I emailed the store I got it from. This was their response:

Hi, sorry about it. Send only MP3 (keep other accessories) to the following address with copy of this email and receipt of postage for return. Please ship by USPS 1st class mail. As soon as we receive it, we will fix it and send you back and refund the postage.

On the warranty statement I got with my clix, it says the company will issue a Return Merchandise Authorization (RMA) number. Can someone explain this to me? Was I supposed to get this number in this email?

And also I live in Canada - so how can I ship using USPS? Will I still get the refund of the postage if I use a Canadian postal service?

[wolfport2001]

You were supposed to get the RMA number along with the instructions on where to mail it. I don't think that iRiver is USPS restricted at all and, I don't remember their policy saying that they will refund the shipping fees at all regardless of what shipment method is used.

You need the RMA number and you need to write it on the outside of the box that you will be using to ship your clix to iRiver or include the number within the mailing address. You can get an RMA number by calling iRiver's customer support explaining your player's problems and they will email you the instructions when they collect your information.

DO NOT SEND YOUR IRIVER PLAYER WITHOUT AN RMA NUMBER.

[guardianxsoul]

I got my player through an eBay store, which now I regret. But still, the store's supposed to be an authorized 'iRiver dealer' (the eBay account is roadpal, if you wanna look it up).

Can I still send my player to iRiver?

EDIT: In the email I got, the company gave me the mailing address but no RMA number.

[wolfport2001]

which company ? who did you talk to and what number did you dial ? You can send your player to iRiver with a copy of the receipt from your paypal account but, you need to talk to them first and they will collect your information and send you your RMA # including the shipping information.

Again, you can not send your player to iRiver without an RMA #. Customer support will include the RMA # along with the email message they'd send after you call them and explain the problem including the shipping information.

[guardianxsoul]

The store name is AV Sense, and I contacted them through email (support@avsenseinc. com) and not phone.

I will try to call iRiver now and see what happens.


EDIT: I emailed iRiver instead, can't reach them by phone...

And the company I got it from does the repair services offered in the store here:

http://store.misticriver.net/index.p...products_id=27

Why wouldn't they give me a RMA number? :/

[clieos]

Although most companies issue RMA for return/repair items, it is not to say every company will have the same policy (in fact, many ebay sellers don't). I will suggest you to call AV Sense again to re-confirm that you don't need a RMA# for the item.

[guardianxsoul]

I got a reponse from AV Sense:

Hi, you do not need RMA number. Just put the copy of this email
Thanks, Roadpal

And then they also say that a Canadian postal service is ok.

This is quite odd because on their warranty statement card, it says the company will issue an RMA number. Nonetheless, I will mail my player to them and see what happens.

Thanks for all your help!

[katakonik`]

Well, here's an update on my situation. I received an RMA number and I am in Canada and will be shipping my player to the United States. For those who have sent in a broken player to iRiver and you are from Canada, is using Canada Post (Xpresspost to USA) fine?

[AirJuggernaut]

Originally Posted by katakonik`

Well, here's an update on my situation. I received an RMA number and I am in Canada and will be shipping my player to the United States. For those who have sent in a broken player to iRiver and you are from Canada, is using Canada Post (Xpresspost to USA) fine?

Wow dude that ironic, i just sent in my Clix to iriver today. I used Xpresspost to US too, the lady said it should be there in 2-4 days.

[fizlah]

ok i fink i gt da mother of all fuk ups
i bort a 4gb clix 1st gen from ebay (dealer: skilevi if think)
that was back in january
2 days ago, i turn it on and all i get is the back lite
at 1st my computer would actuali recognize it when i plugged it in, not anymore
my waranty card says it was bought in southen asia or australia
i really dont know what to do or who to contact
i dont even know if i even have even a minute chnace of getting it replaced/repaired
i treated my clix like it was 1 of a kind
bare depressing now thata it doesnt work
anyways, any advice will be welcome

thank you

[LordMattman]

Originally Posted by fizlah

ok i fink i gt da mother of all fuk ups
i bort a 4gb clix 1st gen from ebay (dealer: skilevi if think)
that was back in january
2 days ago, i turn it on and all i get is the back lite
at 1st my computer would actuali recognize it when i plugged it in, not anymore
my waranty card says it was bought in southen asia or australia
i really dont know what to do or who to contact
i dont even know if i even have even a minute chnace of getting it replaced/repaired
i treated my clix like it was 1 of a kind
bare depressing now thata it doesnt work
anyways, any advice will be welcome

thank you

No txt speak or swearing please.

What country do you live in?
Try contacting your countries iriver office and then try iriver Australia or the East Asian office.

[fizlah]

Originally Posted by LordMattman

No txt speak or swearing please.

What country do you live in?
Try contacting your countries iriver office and then try iriver Australia or the East Asian office.

oh sorry, its a bad habit, msn does that to you hehehe
im in the UK
i just think i mite be stuck because i didnt make the purchase from an iriver dealer
all i have is proof i bought my clix off someone off ebay
if all else fails, i guess i could always send it for repair at the iriver store

[LordMattman]

Originally Posted by fizlah

oh sorry, its a bad habit, msn does that to you hehehe
im in the UK
i just think i mite be stuck because i didnt make the purchase from an iriver dealer
all i have is proof i bought my clix off someone off ebay
if all else fails, i guess i could always send it for repair at the iriver store

Yeah msn, me too.

The way to go is with the iriver store although you'll have to wait until next month as Jeff (who runs misticriver, clixhere and the iriver store) is having a well earned holiday.

[tvchips]

wait, does that mean i can't return my clix for an RMA for a month since i bought it from the iriver store? ergh another thing... there seems to be a receipt that comes along with the product, i don't remember ever seeing a receipt or maybe i just wasn't aware. But anyway, i bought it through American express on iriverstore, would that by any chance let me return my clix for an Rma? assuming they maybe have me under their database?