[JASJAR, XDA Exec, MDA Pro General] seal:
Hows this, this is the emails I sent and recived from i-mate. They say its not a warranty claim as I used it..... :lol: ....... :lol: ........ :lol:

_____________________________________________________________

From: Osama Rabbatah [mailto:OSAMA@imate.com] On Behalf Of Technical Support

Sent: Monday, 29 May 2006 8:51 PM

To: seal@cyberone.com.au

Subject: FW: Broken USB Port on Jasjar

Dear Gregory,

Thank you for your reply of May 27, 2006.Regarding your issue, I would like to inform that the USB port in your device is broken because of using the device which was not the case on the date of manufacturing and this is considered as physical damage. Please be informed that as mentioned before with company policy physical damages issues will not be covered and fixed under warranty.

We, at the Head Office provide Technical Support for issues pertaining to software and direct the users to an appropriate authorized service center when the need arises for a hardware issues where the decision of the Service Centre is considered final.

If you have any further queries, please do not hesitate to contact us.

Best regards,

Osama Rabbatah

Technical Support Specialist

i-mateTM

www.clubimate.com

i-mateTM JAMin, looks good, feels right!

Introducing our most compact Windows Mobile5.0 based Pocket PC yet, with quadband GPRS/EDGE capability, built-in Wi-Fi and a 2.0 megapixel camera. Minimalist streamline design with non-slip black casing, enhanced keypad for one-handed operation and vibrant touch screen.

This E-Mail Message is confidential and intended solely for the addressee. If you are not the intended recipient, please return to sender. You must not copy,distribute or disseminate the information, or take any action in reliance of it.

________________________________________

From: Gregory Lackey [mailto:seal@cyberone.com.au]

Sent: Thursday, May 25, 2006 4:52 PM

To: Technical Support

Subject: RE: Broken USB Port on Jasjar

Dear Osama Rabbatah,

Thank you for replying to my email.

In regards to my Jasjar phone, I understand what you are saying that there is no warranty on phones that are physically damaged by the phone user, that is a fare policy, however I told you that the phone has always been treated well as have all my imate phones that I have owned in the past, I have to sync the phone in my office a few times a day and then at night I have to charge the phone, so the USB port is used regularly.

I do not appreciate being told that the phone has been physically damaged when I have used the phone as you have instructed in your imate Jasjar user manual, I have followed your user manual in using the phone and the phone is no longer usable.

I have read forums all over the internet where customers have had the same problem as I have so that clearly shows that this is not an isolated problem.

You have an obligation to honor your warranty, you will be aware of the trade practices ACT and should this dispute not be resolved I will not hesitate to contact department of fair trading to mediate. I believe that I have been fare and honest with imate to date and believe that you should repair or replace the phone.

Regards,

Gregory Lackey

The Industrial Seal

________________________________________

From: Osama Rabbatah [mailto:OSAMA@imate.com] On Behalf Of Technical Support

Sent: Wednesday, 24 May 2006 1:19 AM

To: Gregory Lackey

Subject: RE: Broken USB Port on Jasjar

Dear Customer,

Thank you for your reply of May 23, 2006 and our apologies of any inconverniences caused earlier. Regarding your issue, I would like to inform you that your Broken USB Port is considered as physical damage. Please be informed that as company policy physical damages issues will not be covered under warranty. In addition, please be informed that the decision of the Service Centre is considered final and repairs categorized as non-warranty due to physical damages will not be repaired under warranty. The best way that your device get repaired under warranty, if the device has a manufacturing defect which exists with the device from the date of manufacturing.

If you have any further queries, please do not hesitate to contact us.

Best regards,

Osama Rabbatah

Technical Support Specialist

i-mateTM

www.clubimate.com

i-mateTM JAMin, looks good, feels right!

Introducing our most compact Windows Mobile5.0 based Pocket PC yet, with quadband GPRS/EDGE capability, built-in Wi-Fi and a 2.0 megapixel camera. Minimalist streamline design with non-slip black casing, enhanced keypad for one-handed operation and vibrant touch screen.

This E-Mail Message is confidential and intended solely for the addressee. If you are not the intended recipient, please return to sender. You must not copy,distribute or disseminate the information, or take any action in reliance of it.

________________________________________

From: Gregory Lackey [mailto:seal@cyberone.com.au]

Sent: Tuesday, May 23, 2006 12:06 PM

To: Support and Contactus

Subject: Broken USB Port on Jasjar

I am writing to you in regards to my Jasjar having a broken USB port. I have sent the phone to be repaired at your Queensland repair centre and they just sent the back saying it was “beyond economical repair”, however this outcome is completely unacceptable. I use the phone daily in my business and sync with my office computers using the USB port daily, on plugging the phone in on the 18th April 2006 I noticed the USB port was loose and was no longer charging or letting me sync the phone/computer.

I paid a significant amount of money for this mobile/PDA and to have it for a short period of time and the usb port breaks off is ridiculous, I have had PPC Phones for years now and have always treated them with care and respect, under these conditions usb ports should not break, this is clearly a manufacturers fault that imate is aware of and it is a warranty issue. There is plenty of evidence on internet forums from other i-mate customers who have experienced the same problem. I-mate can not deny that this is an issue. When a company knows of a defect with their product, they are legally responsible for repairing/replacing the product.

I have included a copy of the Service repair order from your service centre for your records, When I received my phone back from your imate service centre there was no letter to tell me what the outcome was just a printed report from there system that I do not understand. The level of service that I have received from imate to date has been appalling. I want this matter dealt with and look forward to hearing from you ASAP.

Product: Imate Jasjar

IMEI: 355195008203092

This is an email I sent to Kalk Online where I bought the phone regarding my experience with imate.

“Dear Ken,

Warranty: I-mate Jasjar has a broken USB port.

As per our phone call, I contacted i-mate support on 1300558218 and at first terminated the call as I thought I had the wrong number when I heard it was Telstra, a different company to whom I was trying to call, after talking again to you Ken at Kalk Online and you advising me the number was correct for i-mate I phoned again and was told by the operator that they could not help me, I asked if this was i-mate support and the operator said “yes we fix phones but we can’t provide you with a proof of purchase, I then told him that I didn’t need a proof of purchase off him as I have the proof of purchase as I bought the phone……….. I asked the operator what should I do as my phone is broken and I was told to ring the above number, he told me to send it to Queensland and gave the address, I asked him should I ring Queensland to explain my problem with the phone and he told me no several times and just said send it, I said to the operator when will I get my phone back and he told me he doesn’t know about that and just to send it to QLD and the technicians will repair it and send it back.

This whole experience sounds so unprofessional and I am discussed that a company as big as i-mate would allow this behavior.

Thank you Ken for your support and I await your contact.

Regards

Gregory Lackey

The Industrial Seal”