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Re: Customer Service
Posted: Sun Dec 08, 2019 2:54 pm
by JPG
I wonder IF anyone ever verified that the 'sysyem' does what all are thinking it does in all cases.
Re: Customer Service
Posted: Sun Dec 08, 2019 3:03 pm
by RFGuy
JPG wrote:I wonder IF anyone ever verified that the 'system' does what all are thinking it does in all cases.
That is a valid point. I couldn't tell if I was the oddball customer that wasn't getting the expected notifications that are supposed to be baked into their ordering systems. Or, if I was just being told it is supposed to work this way as an excuse for me not getting order updates from Shopsmith.
Re: Customer Service
Posted: Sun Dec 08, 2019 3:15 pm
by JPG
RFGuy wrote:JPG wrote:I wonder IF anyone ever verified that the 'system' does what all are thinking it does in all cases.
That is a valid point. I couldn't tell if I was the oddball customer that wasn't getting the expected notifications that are supposed to be baked into their ordering systems. Or, if I was just being told it is supposed to work this way as an excuse for me not getting order updates from Shopsmith.
I suspect it is not as automated as we are being told. If it is automatic, no-one is responsible for things not occurring except whomever should have verified it.
Re: Customer Service
Posted: Mon Dec 09, 2019 4:46 pm
by sryoder
Well today's call to Shopsmith went unreturned just like the previous call. Guess I'll try again tomorrow. This is really bumming me out.
Re: Customer Service
Posted: Mon Dec 09, 2019 6:04 pm
by jsburger
sryoder wrote:Well today's call to Shopsmith went unreturned just like the previous call. Guess I'll try again tomorrow. This is really bumming me out.
Did you call during business hours in their time zone?
Re: Customer Service
Posted: Mon Dec 09, 2019 6:36 pm
by sryoder
jsburger wrote:sryoder wrote:Well today's call to Shopsmith went unreturned just like the previous call. Guess I'll try again tomorrow. This is really bumming me out.
Did you call during business hours in their time zone?
Yep. Called early on, too, just to give them more time to respond.
Re: Customer Service
Posted: Mon Dec 09, 2019 6:50 pm
by RFGuy
You may have to stay on hold with Shopsmith and not ask for the callback option. I have found getting responses on email or phone callback to be 50/50 in my experience with Shopsmith. It was painful, but when I waited on the phone to speak to someone, they usually answered in 1-20 minutes. Maybe something has changed with CS though since I had order issues earlier this year. Also note they are running their 12 days of Christmas promotion right now with alternating sales. I am sure this is causing an increase in their phone traffic and could be overloading CS...
Re: Customer Service
Posted: Mon Dec 09, 2019 6:55 pm
by sryoder
Doubled down just now and added an email to customer service. Maybe that will help.
Re: Customer Service
Posted: Mon Dec 09, 2019 7:14 pm
by RFGuy
sryoder wrote:Doubled down just now and added an email to customer service. Maybe that will help.
If you are on Facebook, I would say to try getting up with them on the Shopsmith Customer Service group there, but it seems like that group has gone silent for months now. Maybe Shopsmith isn't checking it anymore...for awhile they were.
Re: Customer Service
Posted: Mon Dec 09, 2019 7:32 pm
by sryoder
RFGuy wrote:sryoder wrote:Doubled down just now and added an email to customer service. Maybe that will help.
If you are on Facebook, I would say to try getting up with them on the Shopsmith Customer Service group there, but it seems like that group has gone silent for months now. Maybe Shopsmith isn't checking it anymore...for awhile they were.
Thanks. I’ll give it a shot.