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Nov 15, 2017 at 6:32 AM Post #12,631 of 13,808
I never saw a response.
 
Nov 15, 2017 at 11:23 AM Post #12,632 of 13,808
OK, I went through all my emails. I did get one this morning, 1:58 AM Eastern time, telling me my ticket is closed. I searched through the 11/12 emails for a response BEFORE my ticket closed, as you say I got, nada, nothing, just the closed ticket today 9nothing on 11/11 either). So much for opening a ticket...
 
Nov 15, 2017 at 11:29 AM Post #12,633 of 13,808
doctorjazz said:
OK, I went through all my emails. I did get one this morning, 1:58 AM Eastern time, telling me my ticket is closed. I searched through the 11/12 emails for a response BEFORE my ticket closed, as you say I got, nada, nothing, just the closed ticket today 9nothing on 11/11 either). So much for opening a ticket...
Click to expand...
Right. A "closed" ticket is not the same as a satisfactorily resolved ticket.
There is a difference in checking a box on a "to do" list versus customer service.

Mike
 
Nov 15, 2017 at 1:50 PM Post #12,635 of 13,808
Mike-WI said:
Right. A "closed" ticket is not the same as a satisfactorily resolved ticket.
There is a difference in checking a box on a "to do" list versus customer service.

Mike
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Shawnb said:
Nothing ever changes, just more reasons to get angry

Easier to just write it off, just admit they won and move on.... It's not worth it
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Again, his issue as stated in the tickets was resolved completely. He was emailed after the issue was resolved. The ticket was closed after the issue was resolved and the email was sent. I've now sent him 2 receipts of resolution, both via PM and via email. I don't know why he didn't see it, since we used the email address he provided on the ticket/order.

Shawnb said:
Easier to just write it off, just admit they won
Click to expand...

Sorry, what exactly did LHL win? Angry customers who swear they'll never do business with LH again? Loss of revenue? Loss of face and credibility? An ongoing campaign that hasn't ended yet? Loss of staff? Mountains of support tickets that have gone unanswered?

There are no winners here on either side.
 
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Nov 15, 2017 at 2:03 PM Post #12,636 of 13,808
As I said, I did not receive the email informing me about my order. I also didn't receive anything more specific from you via PM, except something to the effect that "your issue was resolved". Great, but a bit more info would have been helpful. I did just get the PM (with the info on my Wave) a few minutes ago, thanks for getting it to me. But, as I said, I didn't get any information BEFORE this PM a few minutes other than "it has been resolved". And, you do have the correct email. And, I did get the email notice (15 minutes ago) from you as well. But, I got no answer before, so putting this on me is a bit off putting to say the least (customer happiness, huh?)
 
Nov 15, 2017 at 2:06 PM Post #12,637 of 13,808
stuck limo said:
Again, his issue as stated in the tickets was resolved completely. He was emailed after the issue was resolved. The ticket was closed after the issue was resolved and the email was sent. I've now sent him 2 receipts of resolution, both via PM and via email. I don't know why he didn't see it, since we used the email address he provided on the ticket/order.



Sorry, what exactly did LHL win? Angry customers who swear they'll never do business with LH again? Loss of revenue? Loss of face and credibility? An ongoing campaign that hasn't ended yet? Loss of staff? Mountains of support tickets that have gone unanswered?

There are no winners here on either side.
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I'd be happy to get a refund on all my undelivered products and move off this forum.
Can you make that happen?
LHL got money. Trying to create a symmetrical "no winners" argument isn't logical.
We (collectively) paid, and (for the most part) that contractual agreement was not respected.

Mike
 
Nov 15, 2017 at 2:06 PM Post #12,638 of 13,808
doctorjazz said:
As I said, I did not receive the email informing me about my order. I also didn't receive anything more specific from you via PM, except something to the effect that "your issue was resolved". Great, but a bit more info would have been helpful. I did just get the PM (with the info on my Wave) a few minutes ago, thanks for getting it to me. But, as I said, I didn't get any information BEFORE this PM a few minutes other than "it has been resolved". And, you do have the correct email. And, I did get the email notice (15 minutes ago) from you as well. But, I got no answer before, so putting this on me is a bit off putting to say the least (customer happiness, huh?)
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That was never aimed "at" you. That was aimed at everyone else who was chiming in on your ticket supposedly not being resolved. If I say it's resolved, and others (who have no first-hand knowledge of the situation) claim otherwise, I make it clear that I'm true to my word. It really had nothing to do with you at all. Sorry for any confusion.

EDIT: doctorjazz and I cleared this up and no hard feelings.
 
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Nov 15, 2017 at 2:09 PM Post #12,639 of 13,808
Mike-WI said:
I'd be happy to get a refund on all my undelivered products and move off this forum.
Can you make that happen?
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No, sorry, I am unable to get anyone refunds for IGG campaign purchases. Crowd-funding falls under a different set of guidelines, and this has been explained multiple times in the past by various parties. From what I am understanding, LH also made it clear from the beginning that no refunds were possible. So even if I wanted to get everyone refunds, I am unable to do so. I apologize for the inconvenience and I understand your frustration, I really do.
 
Nov 15, 2017 at 2:13 PM Post #12,640 of 13,808
stuck limo said:
Again, his issue as stated in the tickets was resolved completely. He was emailed after the issue was resolved. The ticket was closed after the issue was resolved and the email was sent. I've now sent him 2 receipts of resolution, both via PM and via email. I don't know why he didn't see it, since we used the email address he provided on the ticket/order.



Sorry, what exactly did LHL win? Angry customers who swear they'll never do business with LH again? Loss of revenue? Loss of face and credibility? An ongoing campaign that hasn't ended yet? Loss of staff? Mountains of support tickets that have gone unanswered?

There are no winners here on either side.
Click to expand...

I was talking more about my issues but as I said it's not worth the stress. It's easier to just walk away, if my stuff comes great, if not then whatever. If it doesn't work oh well, throw it away.
 
Nov 21, 2017 at 2:14 PM Post #12,643 of 13,808
Ticket 41825.jpg

I am receptive to the notion that my DAC might be out of warranty. It could have been out of warranty when I created my ticket 95 days ago, or the warranty may have expired during the time I have been waiting for a response. I would have paid to have it fixed if that was the case. I really did want to keep using it. At this point all hope is lost for me. I've still received no response from this ticket and the input from someone on Head-Fi who claims to represent LH Labs has been ineffective. At the very least an acknowledgement that the ticket was received and action was considered is a requirement. The automated email that the ticket was entered into the software system is not a valid solution here.

I worked as an Application Engineer for a company that sold Chinese technology in the USA for 5 years. This is a glorified title that means technical support. The systems we sold did what they were intended to do, but initial quality was poor and long-term reliability was questionable. The systems would often break within a year or two after the 3 or 5 warranty expired in addition to several early life failures. We had the common courtesy to remain in contact with our customers when they reached out to us in need of support. If the product was out of warranty we still had an obligation to work with the customer to determine if they need to purchase parts or service in the end. LH Lab's policy of not responding to a customer's request for support has no place in the commercial market place.

I implore LH Labs and their employees to consider how shameful their operation is, and recognize that their management is insufficient and untrustworthy. I do not know which one holds the blame, but I do know I will never again support a company that has ties to Larry Ho or Gavin Fish. They are incapable of managing a company and this thread is a documentary that proves that point. I'm saddened by this realization because I believed in what Larry Ho was doing and his engineering was inspiring. His designs were exceptional. It is an absolute shame that the endeavor of LH Labs was such a failure.
 
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Nov 22, 2017 at 3:55 AM Post #12,644 of 13,808
jarek any progress on my ticket? Last activity was lh labs asking me if I paid via crowdfunding and I responded that I ordered via email/lh labs.com and sent screenshots of emails, then no reply for 2 months

https://support.lhlabs.com/support/tickets/40967
 
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