Missing Pen2 Pro and Frustrating BOOX Support - Learn From My Mistake!
PSA: The Pen2 Pro (with the eraser) does NOT come inside the tablet box. It should be a separate item in the packaging. This is something I wasn't aware of. Hey everyone, I wanted to share my recent disappointing experience with a BOOX order and their customer support, hoping it serves as a warning to others. I recently received my BOOX order which was supposed to include a premium stylus pack with a Pen2 Pro. The outer packaging was intact, and the tablet box inside was sealed, containing a standard pen. Inside the main box, there was also a scrap of torn packaging that I now realize likely belonged to the missing Pen2 Pro, but at the time, I dismissed it as packing material. Because I had a pen and an intact tablet, I assumed everything was fine. It was only later, after discussing pen features with a friend, that I realized the standard pen I received wasn't the Pen2 Pro I was expecting. Upon contacting BOOX support about this missing Pen2 Pro, they responded with a lengthy list of requests: """ Please provide information. 1, Is the outer carton intact? (which there is a shipping label with a tracking number on it) 2, Is there any sign of removal of the tamper-proof label (pls refer to the attached picture)? Is there any sign that other parts of the outer box have been opened and re-pasted? 3, Is the zipper carton intact? 4, Is the device box intact, and does the device box have a plastic film? Please provide photos. 1, A photo of all what items you have received (including the accessories, instruction book, the boxes, etc). 2, A close-up photo of the shipping label with the tracking number: (on the outer carton) 3, Photos showing all sides of the outer carton. Especially the damaged parts. 4, Photos showing all the tamper-proof labels. 5, Photos showing all six sides of the device box (one showing top and two sides, another showing bottom and opposite sides) 6, A close-up photo of the warranty card with Serial Number (generally 14 digits) 7, A close-up photo of the S number and M number or similar (please refer to the picture below) """ As someone who had previously recommended BOOX products, this rigid and demanding initial response, especially for a missing item that should have been straightforward, has completely eroded my trust in their customer service. I wanted to share this so others are aware of potential issues with missing accessories and the kind of support hoops you might have to jump through.