I previously wrote about how difficult it was to return and get a refund on a Remarkable 2. It was hell. I would highly recommend avoiding them like the freaking plague if you're at all on the fence, because it's a hellacious process to return one.
I also assume that if you were to ever need to use the warranty for any purpose that requires returning the product it's going to be the same thing and also awful.
I appear to be in the minority where the RM2 is a perfect fit for my needs - but I can confirm that their support is aggressively anti-customer, and also non-compliant with EU consumer laws.
My device broke in warranty (< 1 year). Customer support refused replacements, finally offering a 2nd-hand / refurbished replacement (illegal according to EU law).
Despite my attempts at polite out-reach to individuals at the company, including C-level, everything was ignored until a lawyer friend sent a formal letter - and suddenly everything was magically resolved the next day.
It's such an expensive device, and each press-release makes it more and more cultish - I couldn't recommend buying this - I'll wait for a competitor to do a better job.
They even acted unhelpful in a bug report I tried to submit. I provided ample detail, and they continued to request other things that didn’t seem relevant. I supplied all version numbers, my account info, versions of my devices (iOS and Rm2), a screen recording, and I think it never got fully filed since I didn’t keep responding to them?
The bug was critical imo. The app wasn’t saving my work, and then would crash.
It’s supposed to be “like paper” plus sync. But it’s not like paper, and sync is unreliable. So, I use for an extremely narrow set of functions now. That is, editing my writing.
Ugh, that sucks. I had hoped my experience was a one off situation but I've heard from others over the past few years that they have had the same type of problem.
Too risky anymore. Is it an open box item sold as new? Is it a counterfeit? Is it actually just a brick that was sent in a box to you?
Plus, Amazon controls everything, and if we get philosophical here I'd rather support individual companies and buy my products locally if possible. I can order my furnace filters from Amazon. They are a tiny bit cheaper, but it's getting increasingly difficult to go buy them locally at a store. This trend has only gotten worse and while maybe a furnace filter is something you can wait to get a replacement for, there are other items where it's just better if you can get them the same day, particularly those that you might not be entirely sure is exactly what you want/need, and/or you're choosing sizes.
But our ability to make that type of purchase is going away because people blindly buy from Amazon, which is often more expensive than buying locally now. Gone are the days that Amazon was cheaper.
I also assume that if you were to ever need to use the warranty for any purpose that requires returning the product it's going to be the same thing and also awful.
Buyer beware.