I used to be a major motion computing supporter,

[Greywar]

I used to be a major motion computing supporter, but recent events have made me change my mind I think. I broke the power switch on my unit, and tried to get it fixed several months ago by asking for a part. I just asked again and they still don't get it. I want the part, I dont want to spend some exorbiant amount for a 5 minute fix with a $7 part.

Anways I have probably sold a dozen or more motion computers for motion. They impressed me with some really good customer service early on. And the weight of the motion was awesome.

So whats changed? Well other systems are getting better on the weight, and comparing the motion to some of the new models from other companies it has become clear that the superiority that motion once had is narrowing. Motions still better, but not by as much.

But here is the major difference. Support. It used to be that motions support department was there to support customers. Its now been changed around to be a profitable income rather then a after sale support center.

2+ years ago if I needed a part I could call, talk to someone and get it. Now I am told "sorry we don't sell parts you have to send the unit in for a complete evaluation and repair". B*******s. I paid thousands for this thing and now you want to extort $100+ from me for a $7 part? PLUS have me be unable to use it, and oh BTW make sure I back up the entire thing because odds are they will wipe the drive somehow in order to support whatever charge they finally give me?

Yeah nice job. Motion when you guys get your act together and realize that people want SUPPORT not gouged by your occasionally inept service department let me know and I will recomend you again. Until then I will no longer recomend your company for tabletPC's. Given my record you guys just lost an average of 5 sales a year because you want your service department to make a larger profit. I recomend anyone else who gets mistreated by their service department or feels they are getting poor service to do the same. And I will update this on a regular basis. If motion ever changes their policies or tries to resolve this I will let people know.

[TopCat]

I'm starting to agree with you, though my reasons may be more diversified:

1) Motion lost their "lock in" with me when they changed all the peripherals (docking station, keyboard, etc.) for the new model. I'm going to lose my investment in those things next upgrade I do anyway so why not consider another brand.

2) Motion seems to be focusing on vertical markets such as medical at the exclusion of others. I personally think they are missing the boat by not paying attention to business execs. I know of at least 3 that have adopted Motion since I started using mine, 2 more seriously considering, and they can afford whatever they want. However, I see no indication that Motion is paying any attention to this market segment. Some TPC manufacturer ought to latch onto this lucrative opportunity.

3) I prefer the slate form factor since I don't use the keyboard away from my desk except occasionally on travel and at home. However, the hard top keyboard for the M1400 leaves a lot to be desired when I do need one. With brands like Lenovo offering convertibles with better keyboards and comparable size and weight to the slate alone (at least once I stick it in my executive portfolio), why not have my cake and eat it too?

4) Although my experience with Motion suppport has not been terrible, it is certainly inconvenient at best. Since my M1400 is my only computer for everything I do I can't stand to give it up. Sure I have other desktops around at work and home but it's a tremendous pain to transfer stuff back and forth, not to mention giving up all the benefits of a tablet. I currently have the "dancing cursor" problem but I just go get a cup of coffee when it happens (soon after start up), and give it a chance to die down, because I'm not willing to lose it for a week or more even if they fix it for free.

If some manufacturer really wanted to lock in the top (most expensive) end of the market they would offer a free replacement while you send yours in to be fixed. Take out your harddrive, plug it into the replacement they send, and keep on working while yours is in the shop. That's something I'd pay extra for!

So I'm going to be looking at other brands when the next generation tablets come out with the dual processors (hopefully soon!). It's got to be 12", light weight, thin and with great battery life and good screen and a good keyboard solution of some sort. Reliability and service (as documented in these forums) will be high on my decision check list.

Hopefully Motion monitors this forum and can decide if these things are worth it to keep their current customers.

[jacktablet]

Just to chime in on this issue, several weeks ago I sent in my LE1600 for a faulty ac plug/input that wouldn't charge. When it came back to me, my hard drive was reformatted/replaced, with a claim that it was faulty. I never had a problem with the hard drive, and I couldn't help but wonder why this was done without even contacting me first.

Anyway, one week after the machine came back to me, and I had to reload every piece of software I owned, the ac plug/input stopped working again. That's right . . . the same problem -- one week later.

Now while my machine is being fixed a second time, I am using my HP1100, which I haven't gotten around to selling, and I am impressed by the HP build quality and form factor again. I have had the 1100 for several years and I never had a single problem with it. I am surprised that after 6 months, the LE 1600 needs to be fixed twice.

I really like the motion product, but I am concerned about the quality of the unit and the fact that what I believed to be a simple problem wasn't fixed correctly the first time.

Anyway, that's my perspective.

[terriblue]

I agree that the need to buy all new peripherals makes one reconsider another vendor when the time comes to upgrade.

While we are talking about things that could be better, I have what might seem to be a minor gripe, but it makes a difference to me. I need to send my unit in to be worked on for the dancing cursor as well. I find it very bothersome that Motion is not sending me packaging for the unit and having it picked up from my home as part of the shipping. I have to print out a shipping label and scrounge packaging and take it to FedEx to ship it. That isn't the way Dell operated, nor Gateway. You may all be thinking... how lazy can you get... but I have had a few laptops worked on in my day and I never had to scrounge packing materials to send one in. I always got a box sent to me from the vendor to make sending the unit back easy. It is little things like this that can make a difference in one's attitude about a company. Of course, on site would be even better, but I can understand why that isn't possible with a Motion. How many local techs would be qualified to work on one? So lack of on site service is not really a realistic issue.

Terri

[Jgan]

quote:Originally posted by terriblue

I agree that the need to buy all new peripherals makes one reconsider another vendor when the time comes to upgrade.

While we are talking about things that could be better, I have what might seem to be a minor gripe, but it makes a difference to me. I need to send my unit in to be worked on for the dancing cursor as well. I find it very bothersome that Motion is not sending me packaging for the unit and having it picked up from my home as part of the shipping. I have to print out a shipping label and scrounge packaging and take it to FedEx to ship it. That isn't the way Dell operated, nor Gateway. You may all be thinking... how lazy can you get... but I have had a few laptops worked on in my day and I never had to scrounge packing materials to send one in. I always got a box sent to me from the vendor to make sending the unit back easy. It is little things like this that can make a difference in one's attitude about a company. Of course, on site would be even better, but I can understand why that isn't possible with a Motion. How many local techs would be qualified to work on one? So lack of on site service is not really a realistic issue.

Terri

talk to alltp. they are less than an hour from you in driving time and do warranty work on site.

[terriblue]

Jgan,

Are you saying that if I need work done on my Motion that they would do it at Allegience with the approval of Motion, and get paid for it by Motion, even though I didn't buy my tablet from Allegience?

Terri

[Jgan]

Terri, I do not know their policy but to me it would be worth the phone call.

[Greywar]

The medical market is pretty good for them, but yes they are missing out on other markets. The medical market will accept a profit driven repair center, and the hassles that Motion is giving us.

Motion-we love you guys, but you're changing. And not in a good way. Many of the people here are your core supporters. We're the people who because of our enthusiasm and exposure are the folks that multiply your sales. And look at what we are saying. These are the folks that can sell your product for you. We can also go the other way. www.fark.com had a ask fark post today that got greenlit, and I made a point to mention support issues.

[paulrr]

Terri,

Please contact me regarding your repair issue.. e-mail is OK...

Paul

[terriblue]

quote:Originally posted by paulrr

Terri,

Please contact me regarding your repair issue.. e-mail is OK...

Paul

Paul,

I emailed you through your profile here, but just incase you don't get that here is my email address...

goddess(at)wingsgoclub(dot)org
I don't know why I bothered to type it that way. My email address is plastered over so many message boards already I get a ton of junk email.

Thanks for expressing interest in my repair in two threads no less :-).

Terri