REFUSAL TO DEAL WITH WARRANTY CLAIM

Recently, having purchased a Livescribe Echo pen at approximately R1 900, I was told by the store manager the warranty had expired as my complaint was just over 12 months and the faulty screen could not be repaired. Requests for the pen to be sent back to manufacturers and an offer to pay for repairs drew similar response. Imagine my surprise some months later when the USA manufacturers sent me an emailed reminder that I was approaching the end of the 2 year screen warranty and that I had one month left for any claims. Having advised them fully of Incredible Connections lack of knowledge of product warranty and poor after sales service, they did not hesitate to honour the warranty. The replacement pen was sent from USA via courier within 24 hours of complaint and received in a week. While accepting the large range of products offered, product warrantee knowledge of store management and management's willingness to find solutions to customer product problems needs some urgent attention to protect excellent after sales service of product manufacturers such as USA based Livescribe.