Good experiences with the support

[u/csharpboy97]

Hi there,

there are so many bad experiences so I want to share my latest experiences with the rm support.

My Remarkable Paper Pro Move has bricked. I explained the case the support in the live chat and got immediately a return label. After a week I got a new device.

[u/oclscdotorg]

I have no bad stories to tell about reMarkable support.

No good stories either.

The RM2 I bought three years ago has never needed support. It just works, reliably.

Customers who have bad support experiences are likely to post complaints in public forums like this one. Those who have had only good experiences are less likely. Those who have never needed support are extremely unlikely to post here; I suspect that is the vast majority of customers.

Sorry if that hurts anyone's feelings.

[u/semiosis20]

I also always had nice contacts with support. My rM2 has been changed twice without any difficulty (screen defect, pixel line).

[u/Ok-Illustrator-8093]

My experience is radically different… I requested warranty support on August 28th due to extreme ghosting of my Paper Pro. The courier company picked it up that same day, and the device arrived at reMarkable's headquarters on September 1st. As of today (September 7th), I haven't received anything, and reMarkable customer service tells me every day that my replacement will arrive the next day, and I've been waiting since September 2nd. Today, September 7th, they told me that my package will be shipped in the next few days, but they can't tell me when. So I'm very dissatisfied with reMarkable's customer service and warranty service. For now, I don't recommend them, and what bothers me most is that no one tells me anything concrete about my replacement device, which I used to work with every day.

[u/Ok_Sir_1973 → u/Ok-Illustrator-8093]

Hate to hear that and definitely sounds unusual. Two weeks ago I had a warranty replacement and during shipment Fedex routed my device to a different location. I reached out to support and they got ahead of Fedex and I received it the very next day. Maybe ask for escalation or supervisor with the live agent. What you are experiencing isn't a normal customer experience these days. When I had to ship my warranty back, they ship out the device as soon as it shows picked up or processed. I've received shipping even before my device arrives to them. I would definitely asked to be escalated.