Post
by LDNMEC » July 26th, 2022, 10:43 pm
I have had it! I have no other choice but to post this here since I’ve had no reply to my PM to Matt or to my support ticket.
I understand there is a chip shortage and supply problems. This generates longer delays and we all need to wait patiently (so far I’ve patiently waited more than 6 months). I don’t have a problem with that.
However, what I do have a problem with is the lack of transparent and honest communication from you. Customer requests don’t always get a (timely) reply, and when they do we get vaguely non-committal answers or what would appear to be plain lies, such as on the forum: “I'll have it shipped before the end of this month” (May 15th); “I have them boxed and ready to ship” (June 6th) and weeks later “Been waiting for parts to arrive. I will have a batch shipped after this weekend.” (July 16th).
This has been going on for the last few months.
It shows that 1: orders are indeed not completed and sent months after placing them, and 2: you’re basically communicating false information (i.e. it can’t be boxed and ready to ship on June 6th, if you’re waiting for parts to arrive on July 16th).
There certainly are factors that are not in your control and that have a direct impact on when orders can be fulfilled, we understand that, but you could give us serious regular updates, and a realistic timeline of when we can REALLY expect to receive our orders, be it 2 or 3 months additional wait.
One guy apparently had to wait nearly a year to get his (while repeatedly asking and getting the same stock responses from you on the forum). If that’s what the wait is then tell us, we’ll know where we stand and we’ll stop badgering you.
I sent a support ticket on April 25th (CSPSD-1572), which was eventually responded to after I sent a message on the forum 3 weeks later. I sent a second one on July 20th (CSPSD-1606), which is still unanswered. This means, if I’m not mistaken, that you’ve received 34 support tickets in 3 months. That’s roughly 10 tickets a month, or 1 ticket every 3 days… that sounds manageable, so why do you not take the time to reply???
You’re very busy, undoubtedly, but we are too, we all have jobs and lives. So, please, try to show a little respect to your customers by responding honestly to their legitimate requests. We would all appreciate it.
I’m tired of waiting endlessly, not knowing when or if the thing will turn up. I would like a refund, if you are not able to give me a definite and realistic timeline.
Thanks.
... Come on Matt, give us some hope!
