The iRiver Store Repair Service - Status? - clixhere!

bugdude10 · #1 (**permalink**) 10-05-2007, 02:53 PM

I saw a post from 08/30/2007 advising that The iRiver Store was currently not taking repair orders. Could you update us on the status of your efforts to restore that service? (I have a Clix1 that needs a new screen!)

Thanks!

**iclix2** · #2 (**permalink**) 10-05-2007, 03:49 PM

The iriver Store is no longer offering repair services. Due to the many changes that ocurred within the past few months with iriver, this was one of the things to go away. The services were performed via a 3rd party company and iriver decided to sever its relationship with that company, thus, we cannot offer the services.

I've received many emails from angry users about iriver not supporting its products and would like to take just a second to clear things up.

iriver fully supports its products under warranty. Users are complaining that because there is no repair service for out of warranty players that iriver is abandoning its customers, they are not. There is not an MP3 manufacturer in business today including Apple, Creative, Sandisk, Cowon, etc. that offer official repair services for out of warranty players. That type of business just doesn't fit their business model and iriver is no different. Perhaps someday we'll again have a qualified 3rd party who can offer those services but for now we do not.

aBlender · #3 (**permalink**) 10-06-2007, 04:52 AM

So where do we send our players to if they still have a warranty? I've contacted sales at theiriverstore.com and was told to send the player to AV Sense Inc. in fremont, CA. So I sent it in on September 20th, and I am having a lot of trouble contacting the company. They hardly ever pick up and I'm getting no responses to my emails. I still have no idea whats going on with my clix that I've already sent in. Did I happen to pick the worst time to send it in?

**iclix2** · #4 (**permalink**) 10-06-2007, 11:29 AM

you sent it to the correct place.... we'll find out what's up with it..

guardianxsoul · #5 (**permalink**) 10-07-2007, 10:50 AM

I've been having the same problem. Mailed my 1st gen, 4gb clix to their place in Fremont on August 29, so I've been waiting 5 and a half weeks now, and still no reply from my emails. I called on Oct. 1 and they said they would try to find it and then call me, but they still haven't.

guardianxsoul · #6 (**permalink**) 10-08-2007, 12:48 PM

So I called again and the company said it took so long because they couldn't find the item number on eBay (even though I sent back the previous 2 players they sent me with success).

They're giving me a full refund because they couldn't repair it and have no other iriver clix's in their store. The problem is that even though I called them half an hour ago, they've still haven't given it to me through paypal.

bugdude10 · #7 (**permalink**) 10-08-2007, 07:37 PM

iclix2: That's unfortunate news! Although I replaced the damaged Clix with another Clix, I still wanted to get the first one fixed. (Backup? Gift? Player for the kid?)

Unfortunately, it seems iRiver has been a little flakey lately -- I think I'll just check out the new Zune next month. :-\

Clix0110 · #8 (**permalink**) 10-19-2007, 04:50 PM

I've been unfortunate enough to break my clix as well after only having it for about three days. Nothing special either, just kept it in the pants pocket. Anyways, I was referred to the av sense inc by a rep over the phone and as of this posting, they are apparently not offering repair services any longer. Can anyone confirm this? I saw on their site that under repairs, its listed, but I wasn't sure if it was for both the gen 1 and 2 clix or not, as it doesn't specify. I tried to shoot them several emails, but its been more than a month with no reponse to any of em. So I dont know if Id want to send my clix to these people if they dont even have enough time to respond to a simple email. Of course, at this point, seems to be the only option. So today I decided to give em a call.
Maybe I called the wrong number or something, but the man stated that they no longer were offering repairs. So I guess I'm a little dismayed with my first Iriver experience. They truely offer the most incredible mp3 player out there (Apple can suck a big one), but I can't believe that the 8gb clix i bought is now useless, as there is no one who fixes them. As much as I hate Apple and the zombie horde theyve created out of the consumer populace, some of their players are starting to look kinda good right now...

Clix0110 · #9 (**permalink**) 10-19-2007, 05:00 PM

PS: Hello everyone. Yea I'm a new guy to the site. Sorry to sound like such a whiner with my first post and all, as I REALLY do love these players. Freaking awesome really, I'm just frustrated. So anyways, howdy!

**iclix2** · #10 (**permalink**) 10-19-2007, 05:04 PM

Remember gang... if you break any player or your player is out of warranty, no company offers official repair services for these situations, not Apple, not Creative, not Cowon, not Sandisk... Users are making it out to seem as though iriver are abandoning their users... they are not. They are doing business just as any other MP3 company is doing.

TonyK · #11 (**permalink**) 10-19-2007, 05:12 PM

Hey Clix0110

What actually happened to your player in your pocket, how did it break, was it in a case?

Clix0110 · #12 (**permalink**) 10-19-2007, 05:40 PM

Just for the record I never said iRiver abandoned anything. Its just unfortunate they dont have nearly as much of an aftermarket following as other companies such as Apple (Probably as a result of nowhere near as big a user base). For the iPod there are many 3rd party companies out there who can repair it. Not tryin to bash iRiver though certainly, as its prolly the best mp3 company out there, it's just unfortunate.
Howdy TonyK,
Honestly, I couldn't really tell you. It certainly wasn't iRivers fault or anything, I just had it in my side pocket and after a few hours, I took it out and noticed the screen was hard-core cracked. Definitely not a manufacturer defect or anything, just plain dumb luck. Does anyone know where to get the screens, like individually or if its even possible? I know its a samsung screen of some sort...

**iclix2** · #13 (**permalink**) 10-19-2007, 06:28 PM

Not accusing you specifically.. I just keep reading posts and receiving emails about the subject.

I've seen many screens break in the same way from various types of players placed in pockets. Inadvertently the user bumps into something and doesn't even realize it, breaking the screen in the process. I've also seen the dreaded "sat on my player" issue as well where the user puts the player in a back pocket, forgets it is there and then sits down, breaking the player.

Clix0110 · #14 (**permalink**) 03-09-2008, 01:31 PM

Any news? Anyone have any luck in finding a repair service, or just a place to get the friggin screens? It's been almost 5 months now, and they're still claiming that they're "working" on getting a repair service up and running...id hate to have to buy a 2gb one just to cannibalize the screen.
It's frustrating knowing that I could probably fix the thing faster than one of their repair techs, i just don't have the hardware.