Screwdriver package came open, missing stuff.

[detroitwraps]

I was happy to get my screwdrivers and bits order, however the end of the box was open and some bits are missing.

I sent an email to support, I know they are busy. How long will I have to wait for a response to my email?

I would like to know what I need to do to get them replaced.

 

Thank you!

[Birblover12]

I think in less then a week. If they don't respond after a while (like 2+ weeks) then shoot them another email I suppose. Their support staff are going to get more and more bogged down the closer we get to the holidays, so previous wait times will only get worse.

 

Don't worry, your ticket exists! It's just in a field of other tickets waiting to get answered.

[yolosnail]

May be a bit extreme, but if it were me and they didn't respond within a week, I'd go straight to filing a chargeback with the bank/credit card.

 

It's not your problem that they have inadequate resources, you didn't receive the product your ordered, and they have not responded to your complaint in a reasonable timeframe.

 

Maybe if people stopped giving them the benefit of the doubt, which frankly they don't deserve anymore, and started taking action against them, they'll get their arse into gear and sort their absolutely horrendous response times out.

[Neroon]

6 hours ago, yolosnail said:

May be a bit extreme, but if it were me and they didn't respond within a week, I'd go straight to filing a chargeback with the bank/credit card.

 

It's not your problem that they have inadequate resources, you didn't receive the product your ordered, and they have not responded to your complaint in a reasonable timeframe.

 

Maybe if people stopped giving them the benefit of the doubt, which frankly they don't deserve anymore, and started taking action against them, they'll get their arse into gear and sort their absolutely horrendous response times out.

Why don't they deserve the benefit of the doubt? I've only had good experiences with support, with them being generous on make goods (I had ordered to mystery shirts and received two of the same, which I ordered a week before Linus said you would no longer get doubles, and they gave me a 20 dollar gift card even though they themselves said it wasn't applicable to my order, but they were being nice)

 

I've stood with the community regarding warranty, and will call them out on BS, but even though support has been slow, though a lot faster these days, the quality of the support is fantastic, I feel like both the people working there, and the LMG mentality on support is what I would like to see from every company. Yes they need to respond faster, and yes them working on it is not a valid excuse.

 

But I feel that if you are here, and you buy their stuff, that while you should be critical of the speed of support, I also feel that you should give them some time to give their support, because if we want to treat them the same way as asshole companies, you are bound to be treated like one.

[yolosnail]

10 minutes ago, Neroon said:

Why don't they deserve the benefit of the doubt? I've only had good experiences with support, with them being generous on make goods (I had ordered to mystery shirts and received two of the same, which I ordered a week before Linus said you would no longer get doubles, and they gave me a 20 dollar gift card even though they themselves said it wasn't applicable to my order, but they were being nice)

 

I've stood with the community regarding warranty, and will call them out on BS, but even though support has been slow, though a lot faster these days, the quality of the support is fantastic, I feel like both the people working there, and the LMG mentality on support is what I would like to see from every company. Yes they need to respond faster, and yes them working on it is not a valid excuse.

 

But I feel that if you are here, and you buy their stuff, that while you should be critical of the speed of support, I also feel that you should give them some time to give their support, because if we want to treat them the same way as asshole companies, you are bound to be treated like one.

 

LMG can have the best support in the world, but if they don't support you in a reasonable amount of time, then they essentially have no support at all!

 

The backlog of support tickets was supposed to be cleared months ago, and yet pretty much every other post on here is people asking how long it takes for support to respond. 

 

Also, the fact that they seem to have so many support tickets also seems like a big red flag to me! 

 

Why are so many people contacting support, how many people are having issues with their orders?

[tkitch]

1 hour ago, yolosnail said:

Why are so many people contacting support, how many people are having issues with their orders?

Because they're selling a LOT of orders!

 

Linus has said that the store is generating a very significant portion of all LMGs revenue now.  That means they're doing (probably) thousands of orders each month.  That's a lot, and if even 3% (a low estimate) have to contact support?  That's a lot of people contacting them monthly.  

 

Reminder people don't contact support /just/ for problems with order, they also contact for any number of other reasons, too.

[yolosnail]

2 minutes ago, tkitch said:

Because they're selling a LOT of orders!

 

Linus has said that the store is generating a very significant portion of all LMGs revenue now.  That means they're doing (probably) thousands of orders each month.  That's a lot, and if even 3% (a low estimate) have to contact support?  That's a lot of people contacting them monthly.  

 

Reminder people don't contact support /just/ for problems with order, they also contact for any number of other reasons, too.

 

 

And yet they seemingly haven't invested in enough support staff

[tkitch]

1 minute ago, yolosnail said:

And yet they seemingly haven't invested in enough support staff

IDK if you've noticed:  But hiring good people hasn't been easy for quite a while, and LMG /has/ been expanding their staff.

 

[yolosnail]

22 minutes ago, tkitch said:

IDK if you've noticed:  But hiring good people hasn't been easy for quite a while, and LMG /has/ been expanding their staff.

 

 

I don't mean to sound rude or condescending, but how is that the customer's problem? 

 

My original point from earlier still remains:

9 hours ago, yolosnail said:

It's not your problem that they have inadequate resources, you didn't receive the product your ordered, and they have not responded to your complaint in a reasonable timeframe.

 

It's not unreasonable to expect at least some form of response from support in a few days, a week tops. Anything longer than that is, in my eyes, unreasonable.

 

When you sell 100,000 screwdrivers, 25,000 backpacks (with a combined turnover of over $13 million), and probably hundreds of thousands of other merch items, you don't get to play the whole 'poor me, I'm just a small company' card for having inadequate support anymore.

[Neroon]

2 hours ago, yolosnail said:

 

LMG can have the best support in the world, but if they don't support you in a reasonable amount of time, then they essentially have no support at all!

 

The backlog of support tickets was supposed to be cleared months ago, and yet pretty much every other post on here is people asking how long it takes for support to respond. 

 

Also, the fact that they seem to have so many support tickets also seems like a big red flag to me! 

 

Why are so many people contacting support, how many people are having issues with their orders?

You keep saying reasonable. What is reasonable?

 

Contacting support can be for many reasons, and on top of that people bother to contact them because they get proper support. I generally try to avoid support like the plague.

 

You keep talking about how any of this is the customers problem. But what the customer needs to do is way a little while before they get solid support, vs getting an answer within a day, but you spending the next 5 days arguing with them over something trivial, because they are being dicks.

 

Again it should be faster, but guess what, the reason why so many companies are quick to respond, is because they give a flying fuck, and they will do the absolute minimum.

 

LMG has shown to do right by their customers again and again, I've yet to see legitimate complaints about how customers were treated. So instead of going agro and trying to cause issues, understand that they are busy hiring new people (and they've already added people) while still offering top notch support, even though yes it does take longer.

 

To be clear, if they offered dodgy support, or didn't actively try to do a good job, I would be with you, but this ain't that.

[detroitwraps]

Update:

They emailed yesterday and said they would send out the stuff that was missing.

I got a notification that a label has been printed. Hopefully it will ship sooner rather than later. 

 

Faster would be better however as a small business owner myself, I know sometimes things just take a little bit of time to get through.

 

Screwdriver works great!

 

 

[Just that Mario]

On 11/4/2022 at 11:55 PM, yolosnail said:

Why are so many people contacting support, how many people are having issues with their orders?

There are people, who send 10 emails a day and people, who send emails even when there are no reason to.