I've been waiting for my cables for 3 weeks.
- 481 Posts. Joined 11/2010
- Location: NC
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I've been waiting for my cables for 3 weeks.
hope you fix this Craig ;) . good luck and thanks for the great cable and customer service.
Maybe you're having email problems again. I have sent a few over the last 2 months and haven't heard back. You've had an adapter cable for repair since December and my headphones are useless without it. Any update on status?
There seems to be an issue where people are using different email addresses and names which is really complicating the issues. I think everyone would agree I wold rather be making cables instead of sending 2 hours tracking down who someone was. Since there is only 24 hours in a day and 7 days per week, I think I spend half of that trying to figure out who people are....
PLEASE make sure I know who you are. In some cases, I have to move onto someone that I can get to faster because of this.
I know we can do things a lot better and everyone expects me to work 140 hours per week, but if you can PLEASE help me in identifying who you are so I can get to your response sooner and not spend wasteful hours trying to figure out who Im responding to and why, I can use my time wisely and get more product made.
This is what I need to avoid delays in my response:
1. Name on the original purchase.
2. Email on the original purchase
3. SHIPPING ADDRESSES THAT MATCH PAYPAL - that is HUGE!!!!!!!!!!
4. Understand that if I have the info more easier and clearer, I can not avoid your email (not all in all cases) and wait until I have free time to understand what what Im responding to.
I have made so many attempts to have customers contact email@example.com if you are not getting a response from me. Im only one person and I am human. ALSO, there are many of you that thing we are open 24 hours per day. Oddly, this is not true.
With all of this said, we do try our hardest. PLEASE help me as much as possible and I will make sure you are 100% fully satisfied.
Now recently I have not been available 24 hours per day (yes I am human and personal things come up) recently. I am getting caught up.
OK, so please help me so I can help you!!!
Given just how demonstrably dreadful your customer service has been for the last few months, it takes a lot of nerve for you to make so many excuses and then shift the blame and responsibility back to the customers you've failed to serve. You're running a business...treat it that way. Stop taking orders until you've taken care of everyone already in the queue.
And why is it that you're the only vendor I've ever dealt with who time after time can't get email right? Either there's nothing wrong and you're conveniently making excuses or you need to diagnose and address the root cause. Again, this should be done before you continue to take more orders.
By the way, no one is expecting you to work 140 hours a week. They just want a reliable ETA. Surely you'd agree that's not too much to ask. You've had people's money and/or cables for unreasonable lengths of time without successfully managing their expectations along the way. That's inexcusable.
Im sorry I have to say this but Whiplash has the worst service in terms of communications with their customers. I ordered "Qable", a LOD which I am certain whiplash has in stock 4 days ago. I emailed whiplash prior to the purchase and twice more after the purchase as I had questions about the compatibility. No response was ever made to my emails. Finally, I called, which I almost never do with any company because email responses are done within a matter of 2-4hours, sometimes the next day which is completely fine. I call and It goes straight to voicemail which ultimately makes me wonder If I had been scammed or robbed of my money. My order was also placed "Overnight", I should have had my LOD 2 days or 3 days ago at max. Its been 4 days with no response, no returned call, no tracking number, NOTHING.. Terrible terrible customer service, If I am not reached within the next 2 hours I will summit a claim with PayPal, what choice do I have?
Well my RMA cable arrived this morning.
So complete turn-around time from being sent to arrival was 62 days (17th Jan to Today 20th March).
While in the beginning Craig and I emailed frequently (discussing another purchase) after that first day the communication died off.
And sporadically Craig would get back to me after a few emails his way. He mentioned he was ill at one stage, so this is understandable and I do hope he is better.
Either way, communication was well... Expected. So bad, but this is nothing new.
On the reverse side of the coin. Craig changed/repaired (not sure if it's new or repaired) my TWag v2 cable and sent it back to me in Australia at no cost to me, after the 12 month warranty period due to the cable coming out of the OM terminal.
So very happy with that aspect and while it's near on impossible to get a hold of him at times, his products and in this instance warranty are highly regarded!
I'm just happy to have my CIEM's back in my ears :D