after receving 2 defective units i was told to not send it back...for a replacment ...on lou that the new units will be manufactured with lube leakage fixes ...i was wondering which mouth i could expect a replacment ?
If the leaks can be fixed, I'm amazed they weren't in R&D. With how many failures the realtouch has been having it seems like this issue should have shown up in the design process. They've been really good with their customer service, but having to replace units is certainly eating into their profits.
Gasdorf please consult your PM's.
(05-29-2010 02:24 AM)RealTouchCSR Wrote: [ -> ]Gasdorf please consult your PM's.
The belts on mine ripped up pretty quickly. CS is replacing it and did not ask me to send the one I have back, they did ask for pics of the damaged belts, though.
I'm wondering if maybe the reason the belts ripped was because of lube pump issues. I didn't notice anything, but playing with it broken now I can fill it with lube and when I run warm-up mode the pumps don't seem to pump anything.
Not sure if the replacement units with lube fix have come out yet, or if my original one has that problem or not. Once I get the replacement I'll try to open the original to see if there's any damage inside.
Have you contacted support yet? we are expecting more devices with fixed lubricant pumps to come to us in the coming 2 weeks, we have run out of devices from the first batch that we received. If you can provide your e-mail address to the account I can access it and see if we can't put you on hold for a replacement. Let me know your e-mail and I'll research your account further.
2nd time i have got a message conserning a replacement unit? i mean i have lost hope in ever getting a replacement unit...been 2 mouths sence i heard of these new inproved units ...i get the feeling that i have made poor purcase and that i have been meslead by the real touch team, i have lost all fath in thier product ...i no longer use thier leaky unit....too much of a mess a chore to clean....ill be the first in line to get a refund on this very costly venture.
tired of being directed to support for the same issue months ago
Gasdorf your concerns are certainly valid, and I can assure you we're doing everything we can to ensure the device issues are resolved, like the lubrication pump, which so far we have fixed, we're now working on getting those fixed lubrication pumps into all the devices, and that for the most part is what was causing a delay in shipments.
I see that you got my private message however you never responded to me with what your e-mail address actually is so I don't know what your account is under, to be able to double check the status of your replacement unit. The private message is for your protection due to it concerning your e-mail so that you don't have to post it in public.
At any rate if you've already contacted support about the issue within the past 40 days the device should be shipping for you this week, we've sent a lot of devices out already since yesterday.
Oh I was looking for an answer on this earlier, glad to hear that they're fixing the problems with the lube thing. Hope to hear some new reviews soon so I can get an idea if the fixes are really effective. If so, count me in.
back in march i was told i would recieve a replacement
you keep stating i never got in touch with you
but here was your private message way back them you sent me?
RealTouchCSR
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Concerning your Real Touch
To: gasdorf Have you contacted support yet? we are expecting more devices with fixed lubricant pumps to come to us in the coming 2 weeks, we have run out of devices from the first batch that we received. If you can provide your e-mail address to the account I can access it and see if we can't put you on hold for a replacement. Let me know your e-mail and I'll research your account further.
Hm, can anyone confirm that they've actually received a new RealTouch with an upgraded lube pump?
Well certainly we did have that back and forth conversation Gasdorf, I apologize like I stated in a more recent private message to you. We are going to be replacing your device like originally stated, I'm not sure of where the oversight arose however we will be working to remedy the situation for you.
(08-08-2010 03:01 AM)CapnJack Wrote: [ -> ]Hm, can anyone confirm that they've actually received a new RealTouch with an upgraded lube pump?
Any devices with a retrofitted lubrication pump have a serial number sticker and barcode at the bottom of the device near the back of it. It is how we identify them vs original run units.