[pct-l] Fwd: Your inquiry to Peek Customer Care [Incident: 100204-000009]

[Trekker4 at aol.com]

Bob  "Trekker"
Big Bend Desert Denizen, and...
Naturalized Citizen - Republic  of Texas  

 
  
____________________________________
 From: care at getpeek.com
To: trekker4 at aol.com
Sent: 2/4/2010 10:28:45 A.M.  Central Standard Time
Subj: Re: Your inquiry to Peek Customer Care  [Incident: 100204-000009]



Hello Peekster! We recently received an  inquiry from you--scroll down to 
see our reply. 

Thank you for your  interest in Peek! We appreciate your feedback. If you 
should have any more  questions or concerns, please feel free to email us 
again or call us at  877-677-PEEK. 
* Got more questions? Check out the _Peek Boards_ 
(http://boards.getpeek.com/) 


where your fellow  Peeksters are eager to help. 
* For the latest Peek news, check out our blog _Peek  Speaks_ 
(http://blog.getpeek.com/)  or follow us on _Twitter_ (http://twitter.com/peekinc)  and 
_Facebook_ (http://www.facebook.com/pages/Peek/76421030631)   


Subject  Questions    Discussion  Thread  Response (Ashley) 02/04/2010 
11:24 AM  Hi Bob,

Thank you for your interest in  Peek Pronto. 

We are sorry to hear some of the site links are not  working. We will 
forward that information on to our Peek Geeks fro  review. In the meantime, I 
double checked the site and this link:
_http://www.getpeek.com/learn.htm_ (http://www.getpeek.com/learn.htm) 
is working and can  be used to view a 360 degree view of the Peek as well 
as some videos of  and about the Peek for review.

As for hat comes in the box, you  get a Peek, battery, AC charger, carrying 
case, and some limited user  information. You can set the Peek up with 
Lifetime service and Lifetime  Insurance for a total cost of $299.95 through 
Peek only, with $249.95  for the Lifetime service and $50 for the Lifetime 
Insurance. The  Lifetime service is self-explanatory and does typically follow 
the  device you purchased the plan with. However, if something happens to  
your device (breaks, malfunctions, lost/stolen) and you have the  Lifetime 
Insurance Plan, then the Lifetime Service Plan follows you to  the replacement 
Peek. The Lifetime Insurance Plan is $50 and you can  continue to reload the 
insurance plan on to the new Peeks so that you  never have to repurchase 
the Lifetime Service Plan just the re-loadable  insurance. This optional $50 
insurance plan would be the only additional  charge you would have from Peek 
with the Lifetime Service Plan in place;  there are no hidden fees or taxes 
here at Peek. If you would like to  purchase this insurance plan, then 
simply give us a call at 877-677-7335  (Peek) once you are active and we would be 
more than happy to assist  you!

If you did request a replacement Peek under insurance, it  would take about 
1-2 weeks to process your request. Unfortunately, there  is no way around 
this timeframe; this 1-2 weeks is the time it takes to  process your request 
and get the new Peek out to via the United States  Postal Service.

Extra batteries and other extra accessories are  available for purchase 
through _http://boutique.getpeek.com/_ (http://boutique.getpeek.com/) . The 
extra battery is  $9.95 + shipping and handling. To extend the life of the 
battery, you  can turn off the "searching signal" option by turning on Airplane 
Mode  from the Peek Manager Menu; its a simple click of a button to turn 
this  on and off.

As for the reviews of Peek on Amazon.com, we  constantly strive for the 
best customer service and Peek experience we  can offer! We support most major 
email providers as well as some  exchange, and we do our best to make sure 
all systems are always  operational. As with most email providers, we have 
had a few outages  over the past 1.5 years we've been opened, so that might 
account for  some of the reviews on email service. We can not do much to 
elaborate on  the reviews as these are customer opinions. As for the device, we 
have  come out with many upgrades and improvements to the Peek since its  
launch in Sept. 2008 and we expect that improvements will continue to be  made 
in 2010. 

Lastly, our email support system only shows the  email address you sent 
this email from, therefore, we can not see the  other email addresses that you 
CC'd this email to. Please forward this  information on to the friend and 
family members who are interested in  Peek.

Please let us know if you have any other questions or  concerns!

Ashley LeMond
Peek Customer Care
_Care at getpeek.com_ (mailto:Care at getpeek.com) 
1-877-677-7335  (PEEK)
Customer (Bob Bob) 02/04/2010 08:18 AM  This morning, some of your site 
links aren't  working, such as FAQ; I'm 
having no problems with any other  sites.

1. I find no "what's in the box info", so ... what is?  Where are photos of 
"what's in the box'?
2. Do you offer  insurance for loss or breakage of the device? Otherwise, 
the  "lifetime service" offered by Amazon.com only applies to one's first  
device, and is a false claim. 
2a. What is the cost of a  replacement device? Will you ship a 
replacement device immediately,  to minimize a customer's inconvenience, 
such as a 
backpacker only in  a resupply town for a day - who can't necessarily send 
in 
a bad  device while hiking and wait another week or 2 for a replacement in  
a different town, that changes every week. 
3. I find no info  about availability and cost of extra batteries.
4. Can the "seeking a  signal" function be turned off to extend battery 
life? easily?
5.  On amazon.com and costco.com there is a wide swath of negative  
feedback, from bad devices to flimsy devices to bad email service to  bad 
customer 
service. Please comment on those 4 general areas, as to  what's been done 
to 
addresses these concerns. 

6. Please  respond to the above 3 "Copy" To addresses also; they represent 
a  few hundred long distance backpackers on 3 long US trails: Appalachian,  
Pacific Crest, and Continental Divide Trails.

Thanks, 
Bob  "Trekker"
Big Bend Desert Denizen, and...
Naturalized Citizen -  Republic of Texas