After I flushed it with water I filled it with lube and started using it. The unit got uncomfortably hot and it stopped working. Now it makes a whine and starts to move a little but then stops when it should initialize. Tech support has escalated my support I'm supposed to hear from somebody within 48 hours.
If you do not get a response by tomorrow afternoon please PM me.
I have had excellent customer service in getting mine replaced when the belts failed and I hear new belts are on the way.
They will take care of you.
The Customer service for real touch is great. I got mine replace after the pin broke off. How else are they going to make money from you if you have their product and can't use it.
Well I got an email from tech support I told him what the happens. Now time for him to tell me it's broke, then I imagine it's RMA time. I would hate to be the guy who has to handle that kind of packaging. I hope they give those guys thick gloves.
(03-16-2010 08:54 AM)zepherin Wrote: [ -> ]Well I got an email from tech support I told him what the happens. Now time for him to tell me it's broke, then I imagine it's RMA time. I would hate to be the guy who has to handle that kind of packaging. I hope they give those guys thick gloves.
Well I don't know about thick gloves but they take precautions I'm sure.
At any rate, I wanted to come on here and let you know that we've gone ahead and started your RMA today, as you may know from your email. Our apologies again for the delay you had to incur in regards to the 48hour response time, these in the future should be shortened, ideally non existent. We are working hard to improve our Real Touch experience in all aspects.
This includes any PM's or messages any of you feel the need to send me here, I have no problem with addressing questions or concerns through private message here if need be, to resolve any future situations.
You guys did good at customer service and there is is no way to ensure a product is going to work %100 percent of the time. 48 hours isn't really a problem especially when it comes on a weekend it's not like I could mail anything off yesterday anyways.
Real touch customer service has been good during this. Especially if you consider what I had to go through to get a broken cable box fixed. Comcast is a nightmare to deal with when it comes to something like that.
RMA is on the way tracking number and that jazz delivered. Thanks real touch.
(03-17-2010 05:53 AM)zepherin Wrote: [ -> ]RMA is on the way tracking number and that jazz delivered. Thanks real touch.
Never a problem Zepherin, we here at RealTouch are happy to help, and like I said, if you have any questions at all further, you may direct them to me.
Well i receive my replacement unit on Monday. The first one had a broken pin. The replacement unit i receive has poor quality. First off the case will not lock and snap in place. Next you can pull the black cord on the realtouch and it will expose the wires. Third the machine cannot pass warmup (calibration). I only was able to use it once. Did i receive a defective unit or refurbish!?
Hope to hear from a lead agent soon to help me.