Imate Sucks

Thanks to my local retailer (OntheGoSolutions) and to IMate USA (specifically Steve Albers) I now possess a brand new K-jam. So far, so good. However, to illustrate how much Imate still sucks and no one in their right mind should buy from this company, my saga with support continues. Now, I want to believe that once they start repairing these units in the USA we will no longer experience this problem. However, until my childlike faith is confirmed, do not buy from Imate. As always, I kid you not, these are the most recent emails (I am incorporating my comments, they are the parenthetical red text ):


From: Mojahed Jazmati [mailto:mojahed.jazmati@imate.com]
Sent: Monday, January 02, 2006 1:17 PM
To: Me
Subject: RE: My K-jam

Dear Me:
Regarding your issue and after contacting the service center, please see the marked area wit liquid damaged and corroded which can lead to the problems you mentioned in the attached pictures.
If you have any further queries, please do not hesitate to contact us.
(That is the original email. NO EDITING AT ALL except for removing my name)
Best regards

Mojahed Jazmati

From: Me
Sent: Tuesday, January 03, 2006 7:08 AM
To: Mojahed Jazmati
Subject: RE: My K-jam

Mojahed:

Your message makes no sense to me. Are you trying to tell me that those are pictures of the my K-jam? are you further trying to say that the images show water damage and corrossion? If this is the case, I would like to see all of the pictures that establish the identity of the unit, the date and time they were taken and the corresponding report with the name of the employee who alleges that these problems are the result of water damage. I know that unit was never near water and I want to gather all of the evidence so I can file my fraud suit against your comany

Me


From: Mojahed Jazmati [mailto:mojahed.jazmati@imate.com]
Sent: Wednesday, January 04, 2006 7:00 PM
To: Me
Subject: RE: My K-jam

Michael,

Regarding your issue, I shall tell you that the only way we can accurately assess these types of occurrences is to ask our repair engineers for a full and proper assessment of the damage. Remember, our repair specialists are highly trained engineers who use sophisticated test equipment to diagnose failure and damage on all our products. Your device has been reported to have liquid damage and if you need it to be repaired, please let us know.
(Can you say, "Failing to answer the questions posed." Why, oh why, are they ducking my questions?)
Regards

Mojahed Jazmati

From: Me
Sent: Friday, January 06, 2006 1:19 AM
To: Mojahed Jazmati
Subject: RE: My K-jam

Mojahed:

Once again, your response makes no sense to me. Just to clarify, are you stating:

You will not provide me with a full set of pictures which establish that the unit depicted is in fact my unit.
You will not provide me with a report that outlines the process and conclusions reached by your engineers.
You will not allow me to question the report of your engineers.
There can be no doubt at all (they are 100% accurate) in their findings.
These findings (which you refuse to provide to me) unequivocally support that the alleged damage to my unit was the result of my recklessness or negligence (as opposed to a hardware malfunction or improper manufacturing) and therefore not covered under warranty repairs.
You refuse to subject your “scientific findings” to peer review or public scrutiny.
I will be waiting for your immediate response.

Me

From: Shadi Zaytoon [mailto:shadi@imate.com]
Sent: Sunday, January 08, 2006 2:31 AM
To: Me
Cc: Mojahed Jazmati; Sunil Kumar
Subject: RE: My K-jam

Dear Me,

I am sorry about this situation of which I have been following closely but instead of going through such discussion we have already provided you with the report and photos of the damaged unit. ((No, you have not.)
This is liquid damage and very easy to see especially when you open the device as liquid leaves traces. (Then why didnt you provide a picture of such.)
We will be returning your unit without repairing it to you in case you do not want to go ahead with the out of warranty repairs.
Please confirm to the service center if they should go ahead or not as they are on standby waiting for you.
Best regards,

Shadi (Like their prior Representative "Bufoon", I dont think the Enlgish meaning to his name is an accident.)

From: Me
Sent: Sunday, January 08, 2006 8:12 PM
To: Shadi Zaytoon
Subject: RE: My K-jam

Your company never sent me the report or the other photos. I have only been provided two photos, unless, of course, that is all you mean by photos. Please return the advice. (I need to learn how to reread my emails, advice should be device; minus 5 for bad typing) I will need it for when I pursue legal action against your company.

Me

From: Shadi Zaytoon [mailto:shadi@imate.com]
Sent: Thursday, January 12, 2006 2:06 AM
To: Me; Jinesh; Rodrigues, Calvern
Cc: Mojahed Jazmati
Subject: RE: My K-jam
Importance: High

Hi Jinesh / Calvern,
Please return the unit IMEI number 356384005406531 with a report without repairing it to Me. (So, now I am getting a report. When do you think it was created? Do you think they will let me check their computer to verify this?)

Thanks,
Shadi Zaytoon


From: Me
Sent: Friday, January 13, 2006 8:16 PM
To: Shadi Zaytoon
Subject: RE: My K-jam
Shadi-

For the record, I am not agreeing to receive my K-jam without the repairs submitted to you under warranty service. I will be taking subsequent action against your company. Thank you for your emails, reports and photos. They will provide excellent evidence against your company. By the way, I must ask you, is it really cost effective to screw with a client and then take on thousands of dollars in legal fees rather than to simply admit your production error and fix it? I, personally, fail to comprehend how fixing a mistake and keeping a client happy (who would have likely recommended your product to others) would not have better served your company’s interest in building a market share. Your response has only created a disgruntled client who has already negatively impacted your sales (and will continue to) and presented a legal claim that will likely cost your company tens of thousands of dollars to resolve. I’m sure glad I don’t invest in your company.

Me