Delivering Value for All Livescribe Customers

For the past 5 years Smartpen has worked really hard to support ALL Livescribe customers across Australia and New Zealand. Over the past 3 months we’ve worked to extend what we do even further beyond what anyone else does in the market.

Because we’re dedicated to the Livescribe product we offer far more than simply competitive prices. This is important because it means piece of mind.

Here’s what else we do above and beyond competitive prices:

1. Multiple Contact Channels

Over the past 5 years we’ve identified and built a variety of channels so customers have a wide choice in terms of how and when they get support. Email and phone continue to be most peoples preferred channel

2. Extended Warranty

The Livescribe smartpen is provided with a standard 12 month warranty – we’ve decided to extend this to two years for our customers. This doesn’t cost you anything – it’s part of the value we provide

3. Direct Management of Warranty Claims

Probably the biggest issue we deal with every day is retailers, eBay dodgy merchants, and local shop-bots who seem to feel they are above the law and refuse to manage warranty issues. We manage warranty directly, you simply need to contact us and if the product needs to be replaced we’ll send the replacement.

4. Full Product Range Support

Unlike the retailers and shop-bots, Smartpen supports the full range of pens, paper, and accessories – in some cases we go beyond the product range by supporting complementary products like MyScript (we are still the only retailer offering MyScript as a standard part of the Echo product range).

5. Livescribe Guru

Like the Apple Genius Bar service, we are Livescribe gurus – able to quickly explain how you can get value from your Livescribe Smartpen, how to use it, best practice examples, education use-cases, on site school workshops, special ed tips. We can also help you understand which Smartpen is right for you or the person you are purchasing it for (an example of this are the value bundles we offer).

Our Public Reputation

As many of you will have noticed – when you purchase from us, we encourage you to rate our performance publicly – via Product Review – whether we were OK, dropped the ball, or exceeded your expectations – we’d like your feedback.

Real value Beyond The Purchase

Price is important – but ask your shop-bot or big-box retailer how they support you post sale?

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About Mark Parker

Mark Parker is the founder of Smart Selling International Pty Ltd. Smart Selling International is a niche technology market launch expert - helping technology companies launch and grow their brands in Australia, New Zealand, and parts of Asia. Mark is focused on Augmented and Virtual Reality, IoT, and digital data capture devices. You can find him online at - Twitter (@smartselling or @smartpen), LinkedIn - http://au.linkedin.com/in/smartselling
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2 Responses to Delivering Value for All Livescribe Customers

  1. Reece Ravlich says:

    I have made a big mistake.. I have purchased a couple of LS Echo’s from you for my business over the years and thought that I should upgrade to the Sky, which I did, when browsing the aisle at Office Works.. Biggest mistake ever.

    I have had the pen now for about 3 weeks, and am about to throw it away – it is next to useless, continually failing.

    First, my initial upload took about 40 minutes for 2 lines of notes with no audio.. I thought something was wrong so I updated the firmwire, reinstalled the firm wire, reinstalled LS helper, did a reset – everything possible… still takes over an hour to synch via WiFi – changed WiFI, tried WiFi at work, tethered to iphone – you name it I’ve tried it.. Sync’ing is pointless.

    Second, I’ve tried to sync with the cable – worked the first time (after an hour) for 1 page of notes and 15 minutes of audio.. each time now it takes over 40 minutes to sync as it seems to be re-syncing all notes and audio each time… Very slow and painful

    I think its time to send it back and try another… Now try dealing with Office Works – I live in the bush 1000k’s from any town – “Just pop into your nearest office works and we will gladly exchange it” NEVER EVER again will I buy through anyone else but Smartpen..

    So to get to the end of the story.. I’m going back to my Echo… the Sky smartpen as left a very bad taste in the mouth of a daily user… Shame livescribe, you’ve wrecked a great product.

    • Mark Parker says:

      Hi Reece
      I’m disappointed to hear you’re having troubles. There have been a small number of pens that have permanent software issues – when these pop up we simply replace them under warranty.

      Whilst you purchased the pen from Officeworks, please feel free to contact me directly and I’ll handle this as a warranty replacement – I’ll also test out the replacement pen before I send it out to make sure it’s updated and working OK. You should have my contact details as you emailed me back in Nov-2011.

      Please let me know if I can help further

      cheers Mark

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