Knowledge Base and Forums/Livescribe Forums/Echo and Pulse Smartpens

Taking apart the Livescribe Pulse

Haakon Flemmen
posted this on January 08, 2012 10:36

Hi,

I am experiencing a problem with the display on my Pulse pen. Pixels are blacked out or appear smeared out. However, if I press hard on the right side of the display, the problem disappears. (See attatched images.) This leads me to believe this to be a contact issue, that I might be able to fix myself. But how can one open the pen to expose its components? 

My pen is two years old so I guess this problem is not covered by the warranty(?).

 

Comments

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Jeff
Livescribe

Hi,

We do not suggest disassembling the pen for any reason.  You can contact cs@livescribe.com and have them check if the pen is still under warranty.  It never hurts to ask.  Please provide the pen's serial number in your email for quick resolution.

Thank you,

Jeff

January 09, 2012 10:34
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Margaret Kincaid

My pen is doing the same thing. It didnt have an issue until the recent update to Livescribe Desktop. I can barely see the display and I can never tell if the pen is on or not. I've had my pen since Feb 2009 so I dont think it is under warranty anymore. 

March 06, 2012 10:33
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William Ward

My first, and favorite Pulse had the same problem as the original poster - pixels dying off, but could be brought back with pressure.  I did dissemble the pen (it was long out of warranty,) and the problem is within the flexible connector, not on the board.  A replacement OLED display soldered to the original connection points would be nice, but I've not been particularly good about finding the part number that I need to source to replace the display.  In addition, the lithium polymer battery needs replacement, as I've used it up.

I use my pen everyday, and I'm currently using a refurbished Pulse with a fading display.  This is the best product on the market for this purpose, but I'd really love to be able to service the product to keep it working very well - it's not practical to replace it so often and it feels wasteful to discard the parts that are still in good shape.

As a member of NYC Resistor, a hackerspace in Brooklyn, NYC, I have experience soldering delicate parts and handling batteries.  There are many groups like ours popping up around the world, and we do appreciate it when companies share enough information with us to allow us to repair common issues.

I recognize that, for liability protection, that Livescribe may not want to advocate self-repair of their product, and for IP protection, would not release the software in an open source manner, but I do request that in the interest of the environment and long term customer relationships, that Livescribe publish the part numbers and wiring diagrams such that we may repair our pens as they wear out.  It would be nice, but I suspect infeasible, to have the source code as well, but I suspect Anoto would not permit it even if it were desirable.

In the short term, I'll be asking for my third replacement pen since 2008.  I love what I can do with the pen, but I don't like the short lifespan.

March 19, 2012 10:37
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Hans Parsons

I too have the same problem with my Pulse pen; I can barely see the display. I called customer support, and after verifying that my brightness was set to 100%, I was told that since I’m out of my warranty my only option is to purchase another refurbished pen, which will have the same issue down the road…. I was also told that shortly after the display starts to dim it will go out completely. Please help; it doesn’t seem right that these displays only last a couple of years before you have to purchase a new device. I would have never bought the pen if I had known that the displays only lasted that long.

April 18, 2012 13:48
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Priscilla
Livescribe

Hi Hans,

I am sorry to hear that you are experiencing display issues on your smartpen.  I understand the frustration this may cause but do assure you that hardware malfunctions are seriously assessed and acted upon.  With that said, if you were to purchase a new smartpen or even a replacement, the display performance should be much better than your current pen.

If you reside in the U.S. and would like to purchase a discounted replacement, you can purchase either a Pulse or Echo smartpen through our online Store:

http://www.livescribe.com/store/20070723002/c-174.htm

Have a great day!

Priscilla

April 18, 2012 16:02
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Dennis Haynes

William - How did you disassemble the pen?  I have one with a dead battery. I want to replace the battery.  I'm pretty good with a soldering iron.

April 24, 2012 10:35
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William Ward

@Dennis - slide the top off, pressing down slightly on the screen lens, as the lens is not attached to the metal housing on the Pulse.  The battery is in the lower section, and that is held on to the top portion with a snap-together affair.

I do not know what the specifics are for the battery or where to source one, but would like to hear more if you succeed.

April 25, 2012 05:23
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Haakon Flemmen

William, thanks for your replies. I still not able to figure out how to open the pen. The top seems to sit pretty tight. Could you be more specific on how you open the metal casing? 

 

May 04, 2012 17:03
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Teymoor Nabili

My display has also died. I contacted customer support, and here's how that conversation went.


Hi,

Please open the dot paper notebook and tap on the "Brightness" button. Please make sure the brightness level is set to 100%. If this does not resolve the issue, we can try reflashing the smartpen firmware.

If this does not resolve the problem please let us know.

 


Hi,

I went through the recovery process as described, but the display is still not working.

 


Hi,

Unfortunately we do not have a facility for smartpen repairs. Livescribe warrants the smartpen to be free from defects in materials and workmanship under normal use for a period of 1 year from the date of original direct or retail purchase. You may also have other rights that vary from state to state and country to country.
In order to confirm that your smartpen is under warranty we will need the smartpen serial number. Please send us some log files so that we can get this information.

 

Hi,
The pen is more than 2 years old, so out of warranty. Since it has seen very little use I am surprised at the fault.

However, I do notice from the forum that this is a fairly common problem with these pens, and yet Livescribe does not seem have offered any realistic suggestions for a solution. What do you suggest i do from here?

 

Hi,

We do apologize. The smartpen that we see registered to you was registered on 2010/01/08, which is well past warranty.

Unfortunately we are unable to sell smartpens outside of the U.S. Since you reside in another country you will need to purchase a replacement from your local vendor.

Yes, I told you the pen was past warranty.
So your best attempt at customer service is to totally ignore the problem, which seems to affect a large number of your pens, and tell me to go and find somebody who can sell me a new one, is that right?

 

So it seems that this is an issue that they don't really want to address. I would consider buying another, but who's to say the next one won't have the same problem?

May 10, 2012 08:33
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Priscilla
Livescribe

Hi Tnabili,

We surely pay close attention to hardware defects/complaints as they come in and pass the info on to the correct teams.  This issue has been since addressed with newer pen stock.  If you do purchase another smartpen, it should have improved hardware functionality.

Best,

Priscilla

May 11, 2012 17:31
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JORGE LUIS MARZO OVIEDO

I have the same problem with my Livescribe and have had the same response. This ruling is a design and manufacturing defects, affecting many people. The company should recognize its mistake instead of removing the above problem.
I will never buy a product from that company, NEVER!!

July 11, 2012 09:29
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Priscilla
Livescribe

Hi Impermeabili,

I am going to take over your support ticket and work with you to resolve this issue.

Best,

Priscilla

July 11, 2012 15:42
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JORGE LUIS MARZO OVIEDO

I correct what I said before. I received a replacement for my Livescribe Smart Pen by the customer service of Livescribe and I can only say one thing: THANK YOU!
Thanks to Priscilla for making efforts to provide a quality service to the customer.

July 19, 2012 14:02
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Rakesh Sharma

Hi Priscilla

Do you have such refurbished (LCD working) for people who live outside the US? (New Zealand / Australia)

regards

Raks

August 23, 2012 18:57
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Priscilla
Livescribe

Hi Rakesh,

As noted in your support ticket, there are no service centers in New Zealand or Australia.

Best,

Priscilla

August 24, 2012 18:39
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Ian Jukes

I would like to know more about this statement: "Unfortunately we are unable to sell smartpens outside of the U.S."

Why? Other US companies seem to manage that just fine. Should it read "We can't be bothered to sell or support outside the U.S."

August 26, 2012 08:40
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Brett Barbaro

Dear Priscilla - can you help me too? I'm having the same problem. I miss my Livescibe pen!

September 11, 2012 22:59
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Priscilla
Livescribe

Hi Brett,

Please contact cs@livescribe.com for assistance with your issue.

Thanks,

Priscilla

September 12, 2012 15:49
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José Estévez

I have the same problem and talked to CS and since it is still under warranty, they are replacing it for a new one. Let's see how fast that becomes, since I need it for my job and rely on the pen a lot. So far the service has been good enough, but I have not received any note telling me about shipment. 

 

José Estévez

September 19, 2012 06:27
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Priscilla
Livescribe

Hi Jose,

International replacement smartpens are shipped out every Friday.  Once your replacement ships, the tracking number will be emailed to you.

Thanks,

Priscilla

September 19, 2012 16:51
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Tom

I had the same problem with my pen, dim display after end of warranty.  I opened case  (#225324) with livescribe support.  They suggested that I flash update the pen, which I did but it did not correct the problem.   Then they told me that since my pen is out of warranty that I need to "Purchase a Replacement".   This is a known defect in design and Livescribe should replace without customers having to post their case on this public board to shame Livescribe into sending the replacement.

Suggested Action From LiveScribe:

1.  Send me a replacement pen.

2.  Train your customer support to do this when they encounter this known issue.

Tom

 

November 07, 2012 13:14
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James

Hi Priscilla,

I'm having an issue with my Pulse pen and I desperately need help.  The display works fine, but the pen doesn't respond to anything else.  It won't record or playback when I tap the notebook.  It won't even go into the menus.  It seems like tapping doesn't do anything.  I can't do anything with the pen other than turn it on with the power button, record by holding down the power button, and charge the pen.  It responds to nothing else.   Please help me!

December 26, 2012 10:45
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James

Btw, the pen is already out of warranty.

December 26, 2012 10:49
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Priscilla
Livescribe

Hi James,

It sounds like your smartpen is experiencing issues with its FSR.  Unfortunately, we cannot send you a replacement since you are beyond the warranty period.  I do apologize for the inconvenience.

Thanks,

Priscilla

December 27, 2012 14:07
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Ray White

I am having the same issues with my pen.  I would buy a new pen if there was any assurance that it will last.

Can my pen be refurbished?

ray

January 21, 2013 17:52
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Ray White

Sorry, to be clear, my display is so dim I have to turn out the lights to see it.

ray

January 21, 2013 17:54
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Jeff
Livescribe

Hi Ray,

Sorry to hear about your pen.  If you contact cs@livescribe.com an agent should be able to determine if your pen is within warranty.  If it is, they should be able to swap it out for you.

Thank you,
Jeff 

January 22, 2013 08:42
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j vester

I too have had this issue for quite some time.. started with the light going dim, was able to work around it... now is completely dark thus unusable. I have nothing but problems with this stupid thing. Between the frequent upgrades that never work or do more harm than good, Never working like it should and hours wasted on the phone or chat or email... Only to be told that ya it seems like you got a bad pen... BUT we have no trouble shooting record for the light being dim... else we COULD have replaced it then!!! BUT NOT when you  admit that the product was a lemon?! UGH! Only recourse... but ANOTHER crappy product fro us again! NOPE ,I regret referring friends, colleagues, and students to this product!

May 18, 2013 21:14
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Don Pelletier
I believe this is actually NOT.a hardware issue but a software issue as my pen immediately started doing the same thing after a pen update -- as reported here by a few users who were careful enough to notice the same. Livescribe -- it is entirely unacceptable to immediately dismiss with an assumption that the pen itself/hardware is defective without examining the software for compatibility issues.....
May 21, 2013 18:12
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Don Pelletier
Livescribe, please correct the likely bug in your software or issue replacement pulse pens that do not have this flaw. I am a software developer and do not write-off products due to unforeseen flaws/bugs.
May 21, 2013 18:27
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Don Pelletier
And please do not refer to warranty in your answer. Thank you
May 21, 2013 18:29
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Jeff
Livescribe

Hi Don,

Please contact Customer Service at cs@livescribe.com for assistance with this issue.  We will work with you to try to come to a satisfactory resolution.

Thank you,
Jeff

May 22, 2013 09:02
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Daryl Spillmann

Chalk me up as another owner with a faded display.  I got my 1GB Pulse as a Christmas gift in 2008 so it is obviously out of warranty.  It has been unused for the last year or so when it was working fine.  I put it on the charger today, and the display is faded.  I did a google search and found the other thread that ran four pages.  Too bad to hear this is a chronic problem.

June 17, 2013 19:40
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Jason H
Livescribe

Daryl, this will definitely happen if the pen isn't charged at least once every 3 months.  With that said, if you or anyone else with this issue email us at cs@livescribe.com we'll gladly assist you further.

June 17, 2013 19:56
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JORGE LUIS MARZO OVIEDO

Hello.
11 months ago you sent me a replacement pen because it had the known problem of the screen. Now the replacement pen with the screen is also damaged. Is it a joke?

July 24, 2013 18:12
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Jason H
Livescribe

Hi Jorge, we're handling your case directly and making sure you receive a replacement pen right away.  Sorry for the inconvenience!  

July 29, 2013 13:20
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Ken

This is my third Livescribe now. I have bought one before for myself, liked it so much I got my daughter one for school as well. My first one died unexpectantly, could have been battery failure I guess or maybe the display. I needed to replace it quickly so I purchased another one and just blew off the first one's issues. My second one was going great, that is when I bought my daughter a pen  for her schooling. Her pen was younger than mine and its display faded as well, she thinks she has lost the pen so I cannot look into it anymore, but now my pen is doing the same thing. Just not sure how much more of this I am willing to put up with. I am wondering, "Has anyone tried any other pens on the market that may be worthy of using?" At a couple of hundred dollars per pen, I am not too impressed with the fact they keep failing on me like they do. Looking for an alternative at this point, not sure I am ready to invest anymore money in these pens until they prove they have got this issue fixed. Anyone got any suggestions?

August 06, 2013 18:10
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Adriana Valencia

"Daryl, this will definitely happen if the pen isn't charged at least once every 3 months.  With that said, if you or anyone else with this issue email us at cs@livescribe.com we'll gladly assist you further." - Jason H July 2013

I was just wondering if this was written anywhere in the little box, or its contents? I could only find my original starting guide...

My friend just bought one on my recommendation and I want to make sure she has all the facts off the bat before too much time passes and she can't return it.

 

Thank you very much!!

August 14, 2013 18:53
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Jason H
Livescribe

@Adriana - it's not contained in the inbox material, but we do have it on in our online help here:  http://www.livescribe.com/en-us/faq/online_help/#About%20This%20Release

@Ken - Due to the fact we use organic LEDs and rechargeable batteries in these smartpens, they will not last forever.  At some point the components will deteriorate, just as a car battery will not last forever.  According to our specs from manufacturers the average life span is anywhere from 3-5 years.  I'm not sure how long you've had the pens you've had issues with, but I see you've contacted us directly and we will certainly work with you further.

 

August 16, 2013 13:48
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Ken

@Jason I understand that these pens are not meant to last forever. From someone that also deals in electronics, I know quite well what components can do. If your manufacturer is only offering a shelf life of 3-5 years, then you should seek better manufacturing. I have products from 2003 that still show their LCD's without any loss at all not to mention have full operation of their capabilities. Sure I have had some that are also having problems but there is a major gap between your 3-5 years and my 10. Additionally, my product is nothing fancy, in fact it costs me less than $20 to purchase them from the manufacturer, so I wonder how my cheaper electronics are outdoing your higher cost pens.
I understand that electronics can have a limited shelf life; however it is based upon the components used, not just a general rule of thumb that electronics have a 3-5 year life span. So don't insult the intelligence of the viewers of this thread or myself by trying to BS us into thinking that this is normal. You have a clear fault to the product, you seem to choose to cover it up more than you want to correct the issue and work with your customers to help resolve the problem. It is pretty apparent of how customer support keeps sidestepping the issue at hand. So far I have gotten the typical textbook responses I was expecting. I especially like the most recent advice I received that tells me to access the serial number on my pen using a method that requires me to have use of the LCD screen in order to read it. The same LCD screen that I can't even read the display on. Man that is brilliant, simply brilliant...why didn't I think of that.......Duh!

Now you know why I am looking for a different option other than wasting more money on Livescribe pens that have proven not last.

August 17, 2013 00:03
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Robert Moons

@Jason, I have bought the pulse in october 2010. So the display should have lastest a little bit longer. I have mailed the Customer Service and the suggestion was to buy a replacement, or ask for an exchange in the shop where I bought my pen (there was a big laughter for that free exchange). Can you give another solution or give us the possibility to (try) change the display ourselves. There are a lot of great, experienced technicians in the world who can do this. Simply a manual and a sparepart display - acceptable priced -. It's hard to buy a new pen for €180 that perhaps wil last for 2.5 years.

BR. Rob

August 21, 2013 09:59
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Ken

@Robert  Hey Robert, I feel your pain. Since I have gotten nothing other than the standard paint by numbers/ out of the book responses from Livescribe Customer Disservice I figured I really have no other option but see what I could do with the unit. I searched the net and found what others were doing to dismantle their units. Basically if you wiggle the top of the pen back and forth a bit, it will come apart. Be careful the LCD screen protector is loose and will come right out once the electronics of the unit are pulled out of the cap, mine sailed across the room.  Separating the top unit from the bottom pen is a little tricky, you have to kind of bend the metal tabs out a little in order to get it to budge while also pushing in on the other areas to release the locking tabs. You will better understand what I am talking about when you see it. It is a little tricky, but working one side and holding it firmly while working the other, it will separate. This will give you access to the battery and everything at this point. Must be careful not to pull the unit apart too much as you may encounter an issue trying to put the unit back together with the copper ribbon inside.

Anyways, dismantling the unit showed to be a little tougher than what I could handle. I was hoping for LCD replacement option like a cellphone has or something but this is soldered together and they are micro soldered connections at that which I am not setup for myself. Just removing the glued down LCD would likely render it useless should you choose to by a used one on eBay or something to replace it with. To take it to a service center to do it would also likely cost more than it would to buy one of Livescribe's refurbished units for $70.00 USD.

Livescribe has figured this out well, after all they need to stay in business I imagine. They have cleverly crafted a product that does not last, is too difficult for the normal individual to replace damaged components, has no available or easily accessible replacement parts, and then sells refurbished pens as a less expensive alternative. So, either way, they are profiting off of you. First they get you with the first product purchase, then they come in later and get you with the replacement too. Face it, there is no cheaper way to replace the screen yourself. They will not fix the issue even though they keep feeding the public BS that they have (check the post dates on boards across the net, this has been going on awhile, it's not just one bad batch of pens like Customer Disservice keeps trying to sell people it is)

The best way to probably get action on anything is to post the problems in a video like I am going to do. Video is king especially when it comes to spreading the word. Livescribe will not get off their __ and do something about it until there is a big enough buzz about it that their product sales start to drop. Imagine instead of seeing a bunch of reviews of how wonderful the Livescribe is, you additionally saw a bunch of videos about how the Livescribe breaks down and is only good for about a year or two in most cases (you know, just long enough to get out of warranty). If people saw these videos when considering the purchase of a Livescribe, don't you think that they would think twice about purchasing? You bet they would.

Everyone should consider this, post a video, it does not have to be anything much, describe the issues with the pen and upload it to Youtube. Individually, posting in this thread will likely not get you any results, this has been proven. Customer Disservice is no better either, however, make it public and share the problems with the Livescribe with all who are reviewing its abilities watching Youtube reviews and as a whole, the masses might get some action accomplished here. I loved my Livescribe, right up to the it died...all three of them now. However, I am done supporting a company that refuses to give quality support to the people that help keep them in business.

Start sharing your Livescribe dysfunctions on Youtube with everyone and there will be better action taken to correct this issue in their product.

August 21, 2013 10:54
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Jason H
Livescribe

Robert and Ken - we've been working directly with our customers on this issue, and will continue to do so via your support tickets now, for I've asked the agents to continue follow-up on your issues.  If you are dissatisfied with the support given once your ticket is closed, by all means please let me know.  You will be hearing from the agents shortly.

August 21, 2013 19:57
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Ian Jukes
@ Jason H, you can definitely add me to your list of people unhappy with the replys from customer service. I had a ticket opened but got nothing other than standard BS. Ken's comments pretty much echo how I feel about Livescribe and their products. I will be making a video once I get back from my current trip. If the product has been designed to have a lifespan of 3-5 years purchasers should be made aware of that in advance. I would certainly not have bought one if I knew that beforehand. When we buy something we accept that the warranty is usually 1 year. This covers unusual problems caused by a faulty component. We also expect a products lifespan to extend way past that first year. I wish that Livescribe would just come clean and admit there was a major problem instead of just trying to sweep it under the carpet. My theory is that you never tested the product for long enough for the display to fade before going to market. I can see that no company would wait that long once you have a finished product. But, way back in the development stage it was your responsibility to determine the lifespan of the components being used. If the company making the displays reports that it could fail after a few years then you should have found a different solution.
August 22, 2013 00:25
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Aekrus

Unfortunatly, just this week my display died too! And no, I use my pen a lot so no battery problems and yes I can still here the sound when trying to get the diplay brighter or record an audio.
My pen is from 2011 and reading the story's above me I'm worried that there is no support to get. What a waste already after 2 years.

August 22, 2013 02:49
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Adriana Valencia

It's true that it seems unfair, especially when you shell out over $100. For example I paid close to $250 for mine a few years back expecting it to last... Other wise I would have just purchased a little netbook or other device such as an Ipod that I could pay the manufacturer to replace the LCD screen once it was over the warranty.

The fact that nothing can be done is very unsettling. It really makes it a wasteful product, wasteful design and, most importantly a waste of my time and money.

 

The only thing the agents will offer is a discount for a refurbished pen so that the cycle can repeat. I wouldn't mind this so much if the price of the refurbished pens was the price for the original pen: $60-$90, and then the refurbished pen being much cheaper. Then I would understand it makes less sense to send it in for repair, but with it being so costly, as a consumer you want the product you invested in to last... and if not, you want the company to tell you flat out!

August 22, 2013 10:41
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Sebastian Jenkins

I read somewhere their CEO said they sold over a million pens awhile ago, so a few hundred pens (assuming, based on the posts here) developing issues around the 2-3 year mark seems hardly like some huge, intentionally deceptive manufacturing issue. 

Buy a refurbished Echo 2GB for $69.  Seems reasonable based on what Ken said above about a service center charging $70 to fix it.  Livescribe replaced my friends pen after her warranty expired - maybe if you people asked them to do that for you instead of acting like the world owes you everything you MIGHT get yours replaced too!  And all of that was after she told the guy she didn't use it for 6 months.  It seems there's a combination of problems here - people not using them consistently or properly and components not lasting long, but given how many pens they've sold I doubt seriously this is happening to everyone coming up on the 2-3 year mark. 

I get good use out of my pen, and I always want to upgrade to the latest gadgets I own (may get a Sky once school is done), but Livescribe was accomodating with this problem for my friend,  I don't think they owe anyone jack after the warranty expires!!  Try to pull that off on any other company and see what happens.  There are 3 agents on here all saying contact them directly - that's what she did, problem solved.  Maybe the problem is with you, not them!

 

August 22, 2013 12:47
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Ken

@Sebastian

Hey Sebastian, I don't know where you come off thinking you know my problems or anyone else's here for that matter. Pretty much everyone here has contacted support at some point or another and they have possibly gone through the same channels and gotten the same run around, all of which of is really none of your business in the first place. I have owned plenty of these pens to see the same issue coming up continually, it gets a little old after a while. I used to push people towards purchasing these pens when they first came out but that was before I personally experienced this problem myself. Now that I have seen it happen three times, I do not promote this pen to any of my coleagues anymore and instead advise them of what they get to look forward to. In three different pens across multiple time periods all have failed in this same manner, and you seem to think that is not a defect I guess. I really don't care about what your pen does or how well it may work for you, if it is doing that in which it was designed for then awesome for you. For the rest the people in this thread, it isn't which brings the question, why are you even here in this thread? Shouldn't you be in the "OMG..my Livescribe is the shizznit thread" instead? Maybe you are just out to establish your place in the world and that place is posting in threads that you have no direct reference for being in.

I have had three pens that actually have all developed the same problems and there are many more here that experience the same thing as well. Just because you only "saw" about a few hundred posts here does not mean there are not many more that don't experience this either and have just not dealt with it. I deal in electronics myself, I know the manufacturing and the sales end of it and I know how the whole system works quite well. There are many that will simply just not use the product anymore rather than seek some resolution through tech support. Most people simply would rather not be bothered with the hassle of having to send off emails or pick up the phone even. If you read the posts in this thread, nobody said anything about someone demanding something for free or being owed anything, not that I have read anyways. So it is a bit ignorant on your part to assume that is the case here at all. Without even knowing what any of us has done offline from this post, you have no place to even put in your two cents about the outcome of what goes on between Livescribe and any other individual here now do you? The matter that your friend may or may not have received a free replacement has no bearing as the situations may also be completely different from anyone's situation either. Or perhaps you are saying all anyone needs to do is just ask for a free replacement and they will get one right? Is that really your best solution to everyone's issue here? Maybe to make sure the deal gets sealed here, we should each individually send Livescribe a Hallmark card...would that be best you think?

I have written exactly what I have experienced in my support sessions with Livescribe, answers straight out of the paint by numbers playbook. I am not being unrealistic here. If you would have done your homework and read the remainder of the posts here and elsewhere around the net, you would have known this is a bigger issue, not a few hundred pens. People are tired of spending the money that these things cost to have them crap out on them within a short lifetime like they are. Now I would even assume that even yourself would be bent over the issue of spending a few hundred dollars on a pen that crapped out on you after such a short lifespan and that lifespan could be based on uses not just days.

Now multiply that times three, and that is what I have experienced so we are now talking in excess of $500 and then add in any additional notebooks and pen inserts, etc...it gets annoying when the same issue keeps surfacing. You may be one of those that wants to break everything down and figure that every day you use the Livescribe, it only averages out to fifty cents a day for the year and "Oh what a deal that is" or some crap, but for those that do not use it every day, maybe twice a month or less, then that is when it becomes annoying with this particular continued problem. I know if I was only getting about 72 uses out of my pen and paying a few hundred for it each time I would not be looking to buy something else. Now instead of the highly useless enlightenment you shared, maybe you could use your sophisticated intellect to encourage someone at Livescribe to just finally address this problem and correct it. Now, whatever does happen between anyone on this thread and Livescribe is between them and Livescribe unless they choose to share it. Either way, I don't think anyone needs or appreciates your lack of intelligence on the subject at hand like you have all the answers. Go play somewhere else where you actually may know what you are talking about instead of butting in when you have nothing to offer of value. If you have no meaningful reason to be posting in this thread, go somewhere else....try Twitter.

August 22, 2013 16:31
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Ken

@Ian

Hey Ian, I think you are entirely correct. In fact, the industry standard is 1 year warranty on pretty much all electronics. But did you know that the one year warranty may apply to the date the product left the assembly line too? That's right, your one year warranty is not really a one year warranty at all as far as the retailer/manufacturer sees it anyways. In most cases, a company has information in the serial numbers of the product that address the assembly line release date and/or lot number the unit was created in. With most manufacturer's the date of assembly is the start date of the one year warranty. Now us electronics manufacturer's in my companies case anyways will offer a warranty from date of purchase. So I extend the same warranty to all of my customers where in fact in some cases, the electronics could be already out of manufacturers warranty. Where I am still confident in my product enough to not worry about the product faltering, I have had units come back within a year of their purchase for whatever reason and I have replaced it without issue. Why do this? Because I have learned that a happy customer is a returning customer and I have customers that still return to replace their older units which were purchased back in 2003 and I fully believe it is because of my support and that I fully back my product. My products have a 1 year from the manufacturer, but that is already exceeded in some units when purchased, if they break down, I eat the cost because my manufacturer will no longer honor the warranty beyond a year. But it is better to have my customers happy I think than worry about a $50 dollars of product.

In most cases, companies will do little product testing and rush the product to market and await the onslaught of complaints from customers before the issues are corrected. As I said before, some people will not even call support or address the issue so the company makes out anyways. It is the same thing with software and apps, rush it to market then do the updates to correct the problems people complain about. Now if you put a notice on the box that the product lifespan was only a few years from date of MANUFACTURING, sales would not be that good so that is definitely something nobody would be seeing I'm sure. However, today's internet offers the power of reviews.

This day and time, internet has changed things in that the power of public reviews can kill a business. Amazon and other sites welcome reviews of products as do a number of other sites on the net. Public reviews entitle the customer to have a little more leverage in making things happen. In my case, I am not demanding a free pen or anything here....I want to see the problem corrected, though a replacement would be great since this is my 3rd pen. However, I would be happy knowing I have a quality product that is not going to be rendered into a fancy paperweight in a year or two after I have only used it a dozen times or so. You get enough people backing the issues like these...you will see companies change the way they do business or they will one day be out of business. Where I don't think that Livescribe is heading for the out of business sector anytime soon, you think they would be happy about losing a few hundred thousand dollars or more in sales every quarter because the videos of their pens breakdown issues are causing them to lose potential customers? I don't think they will accept that at all, and I know that if it were my company, I would certainly get the problem fixed in order to maintain happy customers rather than negative reviews.

Just look at it like this...go to Youtube right now in another tab and type in "Livescribe pen problems" or "livescribe pens are defective" or anything similar. What comes up? Nothing but reviews of how the Livescribe is the "wave of the future" right? There is nothing to notify others of these problems that Livescribe pens obviously have and have had. Now where Livescribe is going wrong here is that they don't seem to care enough about keeping this record clean and that is a big mistake on their part.

Right now the reviews all say it is amazing, now insert a few hundred videos of the problems that people like us have faced and then what do you think the public will think of Livescribe then?

People need to get involved more, make a video and post it on Youtube. I'm not saying to blatantly bash Livescribe or their products, I particularaly love their pens, I f'ing hate their lifespan and the support you get with it.  If Livescribe is perfect for you, then post that it is (@Sebastian Jenkins) however, you get a few hundred people complaining about the same issue, that is a black eye and black eyes are noticeable. People will notice and think twice about purchasing a pen that is likely to go defective before it should have. When that starts to affect the companies bottom line, then you may actually see something done about it.

With today's smartphone, webcam, or laptop/tablet capabilities, there is NO REASON why anyone could not create a short self video and dish the dirt on their situation. Be legit and share the information, that is what the net and our technology gives us capabilities to do, humorously, it unfortunately does not give us better LCD screens though right? For those that don't want to be on video, shoot an image of your Livescribe pen with damaged display and post that image on the video screen instead accompanied by your audio review so people see what you are talking about. It does not take much to share with others about what is happening with your product experience but until it is done, nobody else knows about it either and that leaves the door open for them to experience the same issue themselves. I tend to lean more towards helping others, even if that is just to identify problems with a product they may be interested in. If it saves them from making a disappointing mistake, then maybe I could pat myself on the back. Either way, I hope people finally start to speak up about this issue and help to possibly get this problem fixed.

August 22, 2013 17:25
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Randy Dochterman
I have the exact same problem as everyone above. I don't feel like going through all the bs, so I'm going to take it out to the garage, smash it with a hammer, get on my American made Harley, and go for a ride. For the record, I am a professional that used this pen religiously for conference calls. My coworkers thought it was cool, and bought them because of me. Makes me feel like a hero. You want me to send you the smashed unit for forensics?
August 28, 2013 19:17
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Prudhvi Chintalapati

All, I am getting the same issue.  Thought I did something to use it that caused this issue. I didn't have this issue before and suddenly one fine day it started showing this display issues. I purchased this pen in November 2011. Don't know if the firmware update caused this issue. Tried everything described above except taking the pen apart. Will touch base with Livescribe and see what they say. 

August 30, 2013 15:21
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Priscilla
Livescribe

Hi Prudhvi,

You are still within the 2-year warranty so you should be able to receive a replacement just fine.  Please make sure to contact cs@livescribe.com in order for this to happen.

Thanks,

Priscilla

August 30, 2013 21:42
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Penny Shockley

@Priscilla

Hello!

I am also having trouble with my screen...I have had my pen for several years...I am an administrator at a high school and bought it for my evaluations!  Is there any thing that can be done to fix this.  I need this pen desperately and want to get it fixed. Please Help!

Thank you!

Penny

September 15, 2013 16:28
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Sc Liston

Here's a thought; I have an Echo, which I love and which works fine, Microshaft not withstanding! I was alarmed by some of these posts and got to wondering, in the UK there is an electrical retailer called Curries, with whom I have had a couple of laptops, printers etc. They have a scheme where you take out an insurance policy with them  to cover your new laptop etc. My Asus E-Prime costs £7.00 per month. It is a lot but this policy covers you for everything, and I do mean everything. Breakdowns and accidents. I have found it useful. So, I thought, maybe I should buy my next Pen from them and insure it. Fading screens would be no problem, if they can't repair it they replace it. On going in and asking for the pens, the salesman said they no longer stock them as they weren't that popular. I found that hard to swallow as they still stock notebooks etc and they move pretty quickly.

I had a word with someone I know connected to their servicing department. He was clear that they no longer stock them because faults due to parts wearing out early/quickly were all too common and in almost every case they couldn't source replacements parts so they had to replace the pen. Very costly uneconomic, so no longer stocked. Searching online, no branch of Curries seems to have stock any more and the only Pens available in the UK appear to be companies importing to satisfy direct needs and not much more. Several Internet Suppliers were quoting  turn around sales of 25-30 days. Others seemed to have small stocks available.

Seems to me a great shame that a really good concept might be running into difficulties due to parts life! I have no idea what I'll do if mine dies. Are there actually any alternatives?

September 17, 2013 08:32
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Volker Gimple

Add me to the list...

Bought a LightScribe Pulse 2GB in July 2011 on Amazon and immediately *loved* this gadget. This year in spring I noticed the display looked more and more faded, but did not think much of it. Now, two months past the 2 year warranty it has finally turned completely black and I initially thought the battery had died until I noticed that it still connects through USB and it still makes recordings. I could kick myself for not immediately complaining to customer support when the first symptoms started...

When I found this thread and several similar ones on this site I could hardly believe what I read. Just to give you a comparison: In 2009 Apple contacted me about the iPod nano I had bought in 2006 because there might! be a problem (none had occurred so far) with its battery and offered to exchange the device... With the apparently very widespread and probably systematic display problems of the LightScribe Pule, the usual approach seems to be an offer limited to U.S. citizens to buy a "refurbished" pen at a moderate discount. In my humble opinion this is a salesman's polite way of giving you the finger (or two of them if you live outside the U.S.).

I still love the product idea, but I don't like being screwed over and buying a device that effectively dies within roughly two years strongly feels like exactly that.

September 18, 2013 14:44
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Prudhvi Chintalapati

@ Priscilla

I submitted a ticket and sent the troubleshooting file (.lscs) to cs@livescribe.com. I cannot see the display at all on the LED of the Pulse. Can you have someone take a look at my ticket please(#276023). I use the pen almost daily and right now due to the display issue I am no longer sure whether the pen is turned on or off and when I click on the record if it is actually recording.

Also, did you guys @ CS figure out the root cause for this issue which more and more people are reporting. My pen almost started getting dull in display about the same time as the post from @Volker.

Is it due to a firmware/ software upgrade. Is there a way to rollback to the older software?

Let me know.

Thanks

 

 

September 18, 2013 16:05
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Priscilla
Livescribe

Thanks, Prudhvi.  I looked up your ticket and will be assisting you personally.

All - please remember to always contact cs@livescribe.com with your display issues.

Best,

Priscilla

Prudhvi 

September 19, 2013 18:28
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Christopher Bourne

My Echo has also faded in the 25th month of owning it!  Support's suggestion is to buy another... I would be happy to replace the display myself if one were availabe. 

My co-workers has failed in the same way - I am very disappointed in the reliability of these displays and am not sure if I could justify paying for another.

October 01, 2013 17:10
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Sandhiprakash Bhide

Hello Priscilla

I have the Pulse that I bought a few years ago and I can definitely go back and see if I can find the receipt, but I bought so that I could do some interviews and it worked like a champ.  I was so proud to be owner of this pen.  I used about half of the 100 pages that came with the pen, so about ~50 of the very first 100 page notebook.  Then for a year of so, I stored in the closet.  This September my daughter decided to go to school, so I immediately decided to take this out and give this pen so she could use this pen.  I find the OLED is dead.  It is not about charging because it charges well.  I can listen to some of the notes I took, but the display is dead. Sometimes I see a few things moving and then nothing.  I tried to increase the display intensity and it does not help.  I understand the warranty BUT collectively I have not used it the pen for more than 8-10 hours, I have used only 52 pages (103 back and front) from your very first book which came in the pack.  I am using the very last cartridge that came in the pack (which means I have not bought new one), the cartridge still runs but the OLED screen does not.  So, the product has not been used that much.  It was sitting in the cupboard.  So, while it has been over two years, the total usage has been < 10 or 12 hours.  How can I get the OLED replaced?  This seems so unfair that the pen has not gone through that much usage, it has not been dropped, or abused in any way, so why is the OLED not working.  Can you help me? I would like to get it fixed so my daughter can used it for her college. 

Regards, Sandhi

October 19, 2013 23:08
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John R. Peters

I also have the problem with 3 pulse pens. My Echo works fine and I would like to trade in the pulse pens if possible since support has already replaced one and been unable to help with the replacement or other 2pens. If you can offer any sort of trade in I would be happy to pay the difference for an Echo or wireless as my Echo experience has been fabulous. Let me know if there is any way to deal.

October 22, 2013 17:06
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Priscilla
Livescribe

Sandhi - I appreciate your thorough post.  I would like to let you know that we recommend usage of your smartpen regularly.  Lithium-based batteries require occasional use to keep the electrons moving.  Make sure to go through at least one charge cycle each month by charging the battery for 2.5 hours and then completely draining it until it requires another charge.  A complete discharge / charge cycle is important, for letting the pen completely discharge for extended periods of time can shorten the life of the smartpen.  Please contact cs@livescribe.com so they can look up your warranty status (extended 2-yr warranty for display issues).

John - It sounds like you need personal assistance.  Please email cs@livescribe.com to see what they can do for you.

Best,

Priscilla

October 25, 2013 16:24
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Anette Wieler

Hi, I am contacting you because I have recently experienced problems with
  the display on my smart pen. I can barely see it and have already checked
  the display brightness, it’s at 100%. I know that the pen is no longer
  under warranty, since it was purchased in 2009. However, I am very upset
  with the responses that other consumers have gotten regarding the SAME
  problem. Obviously this is a problem with the manufacturing. The pen is a
  great tool for school, however if I am expected to spend $200 for a new one
  then I will have no choice than to never do business with your company
  again. I have made recommendations to many of my peers who have purchased
  your products and have always had great things to say about your product.
  But I don’t understand how a product that is supposed to last for over a
  year only covers a 1 year warranty. I would really appreciate a valid
  response and action from your company with either a new pen or my money
  back.

How do you expect to do good business and have repeat customers if you aren't willing to handle the situation correctly? If I would have known that my pen would have only lasted 3-5 years then I wouldn't have asked this as a gift. I have an ipod, that i NEVER use that was bought in 2008 and it works PERFECTLY. I'm not even that huge of an apple fan, but wow what a difference in manufacturing. Maybe it would be a good idea to write Apple a letter asking them to manufacture a product similar to yours, i'm sure it would last longer.

My ticket is #283545

October 29, 2013 09:22
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Volker Gimple

@Anette: Good luck with that. I tried with mine (about 3 months out of warranty). I was told to contact the company who sold the pen for an exchange, and if they won't replace it for free I'd have to buy a new one. Baffles me that they assume Amazon would be willing to cover for LiveScribe's poor manufacturing quality... Baffles me even more that they assume I'd consider buying a new pen at full retail price given the experience with the Pulse...

It's not like I don't understand that they need to draw a line somewhere. However, reading the reports it seems that the display usually dies after about two years (give or take a few months), which makes 2 years warranty look almost cynical. 

I guess the only thing left to do is to spread the word and share our experience with the LiveScribe Pulse.

November 01, 2013 14:35
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Priscilla
Livescribe

Anette and Volker: I have contacted you both directly in hopes to alleviate your frustration. Fingers crossed!

November 06, 2013 20:04
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Ed B.

There are no refurbished pens available.  There are used ones on eBay but they run the risk of having the fading display problem.  

Does LS sell parts or provide repair/refurbishing service?

 

November 07, 2013 13:08
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Luis E González

I have 2 Pulse smartpen of 2GB and 4GB and both the OLED is damage, how fix this? I think all your products has this problem. I know similar cases with Echo and Sky!!!

November 08, 2013 08:22
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Massimo Gioiella
Same issue, the screen gradually faded away till it completely disappeared. I filled in a complaint in 2012 but was told to go and buy a replacement. I thought, wow that is a solution I would have never thought about! I believed to be unlucky and left it. After a year as I was looking for reviews on the livescribe 3 I actually discovered how many people had and still have the same problem. The fact is that when they sold the pen with a specific lifetime and never disclosed it. This is miss selling, the display and the camera have different source of energy, once the display life time ends the pen is literally useless. Can a company really avoid such a basic obligation towards their customers which are paying top $$$$ for this items. If anybody had their claim successful I would like to hear from them
November 08, 2013 15:44
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Gerhard van Zyl

Hi I am from South Africa and have the same issue. My pen was purchased Feb 2011. I just thought well it is out of warranty so just to bad. With the info in this forum I am shocked and dis-maid that Livescribe have not recalled these obvious faulty products and offered their client an upgrade or replacement option. I will be contacting support as well. I know I do not have a claim seeing that my pen is out of warranty, but will be making a demand on the integrity of the company.

November 08, 2013 22:23
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Volker Gimple

Great news: I came back from a trip yesterday and found a very helpful mail from Priscilla in my inbox. They do after all seem to care even if you are slightly (in my case about 3 months at the time I contacted customer support) out of warranty (... and what "slightly" means is probably decided on a by-case basis).

Thanks a lot for your help, Priscilla!

November 12, 2013 13:54
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Anette Wieler

Hi pricilla,

I was so happy when I received the email regarding how you and your manager decided to handle my case, it actually gave me hope for the way livescribe handles customer service requests. However, I was admitted in the hospital twice during which you emailed me back with your solution. I didn't respond right away due to my circumstances, however it seems as though because I didn't do that, that your solution is null and void? I have emailed you back through the customer service email but have not heard anything back. I truly hope that you still honor your solution considering the circumstance I was in. My ticket was #283545 but was said to now be "closed". I would really appreciate the same quality customer service that was originally granted.

Thank you,

Anette Wieler

November 18, 2013 14:37
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Hannes Bezuidenhout

I was just looking to purchase a recording pen and saw the Livescribe Smartpen on the web.  I was just about to go buy one but thought I might just do a quick web search to read reviews on the pen.  After reading all the problems with the pen, and Livescribes' not standing by their product, I thinks I'll stay clear and look for another alternative.  I'm certainly not spending AU$250 - $360 for a pen that only seems to last 'till past its warranty period...

November 21, 2013 19:01
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Volker Gimple

Yes, it's weird and a bit frustrating. The pens are really great gadgets - and in some use cases extremely handy! (just take care not to have people with a too strict concept of personal rights around when you use them; but I guess by the time Glass has been released no one will feel "threatened" by an audio recording pen any more ;-)

But that display issue is a real bummer because it seems to hit after roundabout two years. I am not sure which pens are affected, but the vast majority seems to be "Pulse" type pens. Reading the forum I got the impression that quite a few people who expressed their (understandable) frustration eventually received help one way or another - sometimes even when outside the warranty period (yes, I am one of them). Customer support (also somewhat understandably) works on strict orders, however Priscilla seems to have a small bit of leeway in the decisions. But in my opinion that's too much to lay on the shoulders of (apparently) just one person, and I wonder if reputation-wise LiveScribe might have fared better with a different approach (e.g. issuing a statement like "we have unfortunately used X potentially defective displays in the products Y and Z; we're on top of it now, but if your serial number is in the range ... and you experience this or that issue and your pen is less than N years old, please contact displayproblems@livescribe.com" and then deal with the cases individually instead of the strict 2 year policy CS seems to run on. IMHO that would have spread a lot more confidence than what you can read in this forum.

Anyway - thanks to Priscilla I am (again) at peace with LiveScribe. And I guess if the replacement pen also breaks, I'd miss that gadget too much to not get a new one. 

November 22, 2013 13:47
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Peter Hughes

Unfortunately the display on my Live Scribe Pulse pen has also faded to the point where it is virtually impossible to see the menu options. I've also noticed that I can scroll through the menu but none of the options will change (this has to be attempted in the dark due to the faded screen). Following all the posts on this site it doesn't seem worth contacting LiveScribe as I'm well out of warranty and will only apparently be offered a 'sorry buy a new pen', or bad luck. I'll just dump the pen and search for a better replacement product

December 11, 2013 15:05
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Theresa Price

DITTO, what everyone has said about smart pen display going bad.  You can use whatever tech terms you want and talk about life expectancy of various technology products, but technology is not new to me to include my laptops, desktops, printers, cell phones, etc. etc.and in my opinion it is VERY POOR business practice for Livescribe to just say "sorry" your pen is out of warranty and 'GO BUY A NEW ONE' for a product I paid $200 for with a life expectancy of 2 years.  I TOO WILL TELL EVERYONE I KNOW ABOUT MY EXPERIENCE WITH MY SMARTPEN AND LIVESCRIBE RELATIVE TO THEIR WARRANTY REGARDING THEIR DISPLAY GOING OUT AND WILL TELL THEM THEY MIGHT AS WELL THROW $200 OUT THE WINDOW, OR BE PREPARED TO HAVE IT LAST 2 YEARS (3 IF LUCKY)  AND TO FIND ANOTHER ALTERNATIVE (E.G. DIGITAL RECORDER, ETC.).  Too bad that they had such a 'neat' product, but won't fix, correct or honor what should be a recall of all pens that lost their displays after such a short period of time.  Or at least be fair and clearly state "Buyer Beware" - pen has 2-3 year life span.

January 10, 2014 16:09
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Adrienne Pierre

Unbelievable......in Dec 2013 I had the same problem with my LCD Display on my Pulse pen. Submitted a (request #285528) and I too encountered the same thing from BS from Livescribe support almost the exact word for word response...They acted like they had NEVER heard of this problem.  And since my pen was out of warranty I was SOL.

@Priscilla
What kills me is, in the real world  this LCD problem is considered a KNOWN DEFECT. and at the very least Livescribe Support should be straight up HONEST about the problem.  With real help to repair the pen (cuz it's not like it is an anomaly) They are not!  And all Support offers in terms of a solution is to tell you is "go buy a new one ur out of warranty"  (laughing at you all the way...nice little built-in force the consumer to upgrade a perfectly functioning pen-- only thing is the LCD burned out) From this tread, it seems that Livescribe has fixed the defect in some newer version...but they don't tell ya what ones to avoid to prevent the issue from happening again.  

@Sabastian Jenkins Aug 22, 2013  ur an IDIOT!!!
"we act like Livescribe owes us something"  HELL YA...Livescribe owes us the TRUTH!!!  And yes we should be compensated for Buying a product with a known defect.  And I bet the real reason Livescrive doesn't come clean about the problem with clear repair instructions...is cuz someone could probably start a good repair business helping all the SOL customers that are out there. 

All I have to say is thank god for social media...its great way to get the word out about a company that sell s products with known defects and to think twice before doing business with a company like this!!!

January 12, 2014 19:19
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Priscilla
Livescribe

Hi Adrienne,

Our intent is never to leave Livescribe users in the dust.  We are here to help; I see that you currently have an active support ticket open so you are indeed receiving assistance.  I hope you are able to change your negative opinions about Livescribe.

Best,

Priscilla

January 13, 2014 16:18
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Christopher Bourne

Priscilla - it looks like you are giving some kind of offer to others.. I promise I am just as disgruntled as them (and tired of using my livescribe books as paperweights).

As I posted above, mine died in the 25th month of owning it - certainly sooner than should be reasonably expected for a $200 pen.

I would appreciate it if you could dig a little deeper for me as well.

January 13, 2014 21:51
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Theresa Price

OK - I get an 'nice' email from Prascilla with a NO REPLY.  What good is that????  I went through the email correspondence with Livescribe when this happened to me and Livescribe's response was, "Sorry, your pen is out of warranty."  So if you're out there, Prascilla, please let me know how to get this resolved other than telling me I have an open order ticket within a NO REPLY email.  I'm working 80-90 hour work week (all kidding aside) and really don't have time to blog on this site venting about Livescribe's pens lasting 2 years.  Like the other person said, my stack of livescribe notebooks are too very expensive paperweights now too.  

Have somewhere where I can go to get my pen fixed let me know; otherwise, you can take me off your email list and I will hold my stand on what I will tell people about Livescribe pens and their short life expectancy.

January 14, 2014 18:20
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Priscilla
Livescribe

@Christopher - I will work with you directly via support ticket.

@Theresa - Can you please let me know what your ticket # is? For some reason, there are no tickets showing up under the account associated with the one you're using for this thread. I'd like to further assist you.

January 15, 2014 16:13
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George Smits
Hi Priscilla, please help me out here too. Opened ticket: https://support.livescribe.com/requests/304813 exactly the same problem as everybody else... Dead display on a otherwise good product....
February 21, 2014 14:34
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Alejandro J Mendieta

I am another number in this seemingly long list of disappointed customers. My screen no longer functions and I now have to guess my way through the menu. My pen is a few months out of a one year warranty and had hardly been used. It's in an absolutely perfect condition but without the screen its hopeless.

I like a few reside outside of the US so it appears that the only solution in my case will be to go to my nearest store and buy a brand new one..... I simply do not understand how a company can sell a product in another country and yet offer no replacement solutions but a simple 'I'm sorry, go and buy a new one' response.

As far as I am concerned this company has a bad attitude regarding their responsibility to disclose information regarding the common place faults that everyday customers encounter with this product.

If they know about the problem they need to do something about it. It seems as though only a very selected few that have expressed their anger and frustration are lucky enough to be assisted personally by Pracilla.

I feel like an idiot because I am a teacher and I had until recently recommended parents of my students to purchase this product for their children to assist with their learning. Already some have come to me with the same problem.

You have a building number of unhappy customers in Australia!!

As others have pointed out, we live in a world where online media is at our disposal. I will not be hesitating to add my voice to the crowd of unhappy customers speaking out about LIVESCRIBE and their so callled customer service

 Alex

February 26, 2014 17:35
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Jason H
Livescribe

@Alejandro - please reference our warranty policy here, for we've extended the warranty for display issues to 2 years:  https://support.livescribe.com/entries/20354617-20107-Smartpen-warr...  We will assist you accordingly via your ticket.

February 26, 2014 18:34
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Stephen Richards

I also have a dead display issue on a pulse.  There is another thread on the livescribe forum that has a lot of other unhappy customers for the same reason. Refer:

https://support.livescribe.com/entries/22254725

 

 

February 27, 2014 15:03
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Matthew Stedman

@Priscilla

Has there been any discussion that you are aware of for releasing the OLED part number so customers can fix there own pens?

My Pulse display died a long time ago - same story - raised numerous tickets, just out of warranty - nothing came of it.  

I have not used the pen for a very long time now but keep it just in case I could get it working again.

I have included my ticket history below in case Livescribe are perhaps able to assist and also to let other owners that their experience may not be unique.

=============================================

2014-03-07 - Today....saw this forum...thought I'd give it one more try.

*** Gave up on pen but kept it..and all the books purchased ***

2012-04-01 - Informed too far outside warranty and that no replacement parts were available - Suggested I buy a new pen.

2012-04-01 - My Followup support Ticket  #194066 opened

*** Later noticed people getting help with this issue on forums so again asked for assistance ***

2012-02-22 - Informed as original registration was 4/3/2009 I was outside warranty - Ticket #185566 closed.

2012-02-20 - Date I re-registered my pen to assist

*** Livescribe could not find registration details for my pen ***

2012-02-15 Asked to provide pen details to livescribe

2011-07-15 My Original Support Ticket #185566

2011-07-13 My Original email to CS@livescribe.com about poor display

*** Started having issues with DIM OLED ***

2011-06-23 My Livescribe Pulse Pen Software(2.7.2 Build)

2009-03-04 Original Date I registered my pen to my livescribe account

March 06, 2014 16:14
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Richard Timmons

I add my voice to those of other displeased customers with display problems.  The LS solution was to give me a 20% discount on a product that only works with iOS 7 devices,  No help for me.  I know that LS has given others new pens, I have email threads to prove it.  If this company cared about their customer base they would recall all of the affected products and provide new replacements.  To anyone that would ask me about this product I would say, great idea, terrible quality and even worse customer support.

March 11, 2014 12:58
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Graeme Vincent
I have purchased 4 livescribe pens one after the other and same fault with screen. Livescribe should replace pens or is about money? I wish I made researched the complaints on Internet. YouTube sounds like a good idea to inform others of the company position. It was you tube that convinced me to purchase. I will vent my experiences on you tube. Cheers Graeme
March 12, 2014 16:09
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Graeme Vincent
Hgf
March 13, 2014 04:49