Support Response Time

[GarethPW]

Hi,

 

I emailed support@lttstore.com back in November, a day or two after receiving my screwdriver, about a defect with my product. It's been more than a month and a half now and I'm yet to receive any acknowledgement beyond the automated "request received" message.

 

I understand that customer service is busier than usual right now. However, there really is no excuse for this degree of delay in support when the product in question costs more than 100 USD after shipping.

 

How long is this going to take? Do I need to look into other avenues?

[Ravendarat]

Maybe try to email again then tweet at  @nicklmgto make sure it doesnt get picked up by the spam filter for some dumb reason?

[Erioch]

They said on the last WAN show that they should be almost caught up.  Whatever that means.

[Godlygamer23]

7 hours ago, Ravendarat said:

Maybe try to email again then tweet at  @nicklmgto make sure it doesnt get picked up by the spam filter for some dumb reason?

I really hope nothing is being put into the spam folder. If some emails are, that needs to be addressed ASAP. They would literally be alienating their customers, and also be more likely to get involved in a lawsuit, since it makes them look unresponsive - although it's also possible that they could just be legitimately ignoring people's requests. 

[Ravendarat]

34 minutes ago, Godlygamer23 said:

I really hope nothing is being put into the spam folder. If some emails are, that needs to be addressed ASAP. They would literally be alienating their customers, and also be more likely to get involved in a lawsuit, since it makes them look unresponsive - although it's also possible that they could just be legitimately ignoring people's requests. 

The mentioned the spam folder thing being an issue on the WAN show although im not sure how big of an issue. And there is not going to be a lawsuit here, bad customer service isnt illegal and having a spam filter catch customer emails isnt illegal so Im not sure why you even brought up lawsuit. Not to mention in most cases you are dealing in international purchases which makes things tough and anyone with a brain in their head isnt going to participate in a class action if they ACTUALLY want restitution when talking about something like small retail goods. Power plant poisoning your neighborhood, sure go with a group lawsuit, dont like a screwdriver shipping taking 3 months, lawsuit is the furthest thing from a solution

[Godlygamer23]

49 minutes ago, Ravendarat said:

The mentioned the spam folder thing being an issue on the WAN show although im not sure how big of an issue. And there is not going to be a lawsuit here, bad customer service isnt illegal and having a spam filter catch customer emails isnt illegal so Im not sure why you even brought up lawsuit. Not to mention in most cases you are dealing in international purchases which makes things tough and anyone with a brain in their head isnt going to participate in a class action if they ACTUALLY want restitution when talking about something like small retail goods. Power plant poisoning your neighborhood, sure go with a group lawsuit, dont like a screwdriver shipping taking 3 months, lawsuit is the furthest thing from a solution

People do all kinds of crazy things - a lawsuit isn't that crazy in comparison. I also didn't say it was illegal, but it's not doing them any favors with customers, and some might try to sue them over them. Additionally, if this extends beyond just a late shipment, and the customer never receives the item, that becomes a legal issue. It almost becomes a scam to take people's money. 

Edited January 9, 2023 by Godlygamer23

[Alex T88]

4 hours ago, Ravendarat said:

The mentioned the spam folder thing being an issue on the WAN show although im not sure how big of an issue.

If that is the case, at this point it is just simply laughable. Not to say that it is extremely unprofessional. Even mentioning it on Wan Show, makes them look extremely bad. A company of their size should offer live chat support. And they "justify" not getting back to customers, because of the "spam folder". Amateur hour at it's finest. The LTT standards.

 

3 hours ago, Godlygamer23 said:

Additionally, if this extends beyond just a late shipment, and the customer never receives the item, that becomes a legal issue. It almost becomes a scam to take people's money. 

Entirely agreed. I'm fairly certain that there are certain rules and regulations they have to follow, regarding shipping times and refunding people, if that is the case, until the subject(s) become(s) a legal matter. Really can't think that someone can pull shenanigans indefinitely and and walk away freely, without consequences. 

[Mojo-Jojo]

On 1/9/2023 at 9:19 AM, Alex T88 said:

Even mentioning it on Wan Show, makes them look extremely bad.

Would you rather them silently shove the issue under a rug then? At what point is transparency towards your customers, "bad"?

 

I agree that the degree of problems with the support staff to me seems like a structural problem that should not be this big. I say seem, because I base this remark on my observations in this forum for the past few months, and have no personal experience.

 

But transparency regarding the issues making them look bad? I don't understand how.

[Alex T88]

52 minutes ago, Mojo-Jojo said:

Would you rather them silently shove the issue under a rug then? At what point is transparency towards your customers, "bad"?

Because I don't see it as transparency. An IT company, justifying incompetence, by such manner not only makes them look bad, but also makes them look quite stupid. So no, that's definitely not transparency. Transparency would be, actually telling people the truth, not feeding them bullsh!t, with ridiculous justifications to their problems and lies in regards to their solutions. Quadrupling their staff, didn't resolve anything, Nick Light saying almost 2 months ago that they'll stop batch printing labels and that never happening, is a major issue. If they want transparency, they should communicate and respect their customers. Instead, Linus prefers to act oblivious to the customers problems, saying on WAN Show, that they want 15 minutes replies on support. When, someone asks something on this forum, he replies probably in a mocking manner, to contact support. When support is nowhere to be found. And I could go on. Their transparency and their care for the customer, is equal to the TMB "warranty". Which is void and null from the get go.

[Mojo-Jojo]

Once again, I agree on most points. But specifically on the spam folder thing; they never said it was the root cause of their problems. It was never put forward as an excuse for the recent troubles. It was noted that some people's mails went into the spam box and that they should try again. Simple as that.

 

You're making it sound like they supposedly should have fixed all support issues by fixing the spam folder. That's your interpretation of the matter. Not what was put forward by Linus/Luke on that WAN show.

[Takumidesh]

17 minutes ago, Alex T88 said:

An IT company

is LTT an IT company? I always considered them to be in the entertainment biz. They don't really create any software, or sell an IT product.

[Alex T88]

2 minutes ago, Takumidesh said:

is LTT an IT company? I always considered them to be in the entertainment biz. They don't really create any software, or sell an IT product.

I'm pretty sure you got the point.

[Takumidesh]

7 minutes ago, Alex T88 said:

I'm pretty sure you got the point.

you are right, but I like a little pedantry in my life.

 

I guess my point, is that we are seeing an entertainment company branching into selling actual products (not just merch), where people are expecting a higher level of quality and support. But at the end of the day, people are also buying high end tools from an entertainment company.

 

Especially entering a market like tooling, where people really expect a working product and quick response, it starts to show that yea, it is a lot different than shirts, socks, and cable ties.

 

Snapon, mac, and other high end tool companies do not have these problems, but that is because people lose money when their products don't work. i think this is a lesson that needs to be learned (by LTT).

 

[Alex T88]

16 minutes ago, Takumidesh said:

you are right, but I like a little pedantry in my life.

I agree ! I should have been more exact !

16 minutes ago, Takumidesh said:

But at the end of the day, people are also buying high end tools from an entertainment company.

True! And, in the end it can go either way. Even though, I'd like to believe that they are more than just an entertainment company. However, I can't express any thoughts on the screwdriver itself, since I did not receive it, yet. My complaints were from the get go in regards to their subpar support, inexistent or misleading communication and their very poor choice of delivery companies (in my case). None of my complaints and also other customer complaints, have been addressed in a serious and professional manner. To call it the work of amateurs would be an understatement, in my opinion.

 

At the end of the day, many people bought into the hype. If that was their goal, to sell 100k screwdrivers and close the shop afterwards, they've nearly achieved it. If they want to make a successful business from selling high-end expensive tools and gear and who knows what they will branch out to in the future, they need to get their act together and start acting professionally and drastically improve their standards. Because a few tens of thousands, probably hundreds of thousands fans, that are willing to buy your stuff, can only get you so far. As I stated in other messages, I'm done with LTT Store. I'm really not the type to be treated like a doormat on my own time and money and not have a saying in it. 2 times my experience with their "support" was atrocious,in regards to a previous order, which I never got and now with the screwdriver. There ain't gonna be a 3rd time. Not for me.

[Alex T88]

35 minutes ago, Mojo-Jojo said:

You're making it sound like they supposedly should have fixed all support issues by fixing the spam folder. That's your interpretation of the matter.

Never, ever said that. You chose to interpret that way. To be more clear, that problem should have never existed in the first place. If it existed or not, I can't know. Either way, justifying, that (some) emails don't/didn't get answered because they got into the spam folder (and no bright mind that works there, actually thought to check that, until very late), for me is simply laughable. I thought I was dealing with people who at least pretend to be professional and actually know a thing or two. Kindergarten excuses, are not my cup of tea.

[Mojo-Jojo]

7 minutes ago, Alex T88 said:

Never, ever said that. You chose to interpret that way. To be more clear, that problem should have never existed in the first place. If it existed or not, I can't know. Either way, justifying, that (some) emails don't/didn't get answered because they got into the spam folder (and no bright mind that works there, actually thought to check that, until very late), for me is simply laughable. I thought I was dealing with people who at least pretend to be professional and actually know a thing or two. Kindergarten excuses, are not my cup of tea.

Completely agree. But the fact is that sadly this issue did exist. At least, I have no reason or proof to asse they are lying.

 

Should they not have talked about it on the WAN show? That's what I meant with my original question. I realize I'm probably being pedantic here, but I like when a company just owns up to mistakes and fixes them. That's why it seems so frustrating that they owned up to the spam folder issue and fixed it, but then proudly announce that support is catching up multiple times, while one quick glance at this forum seems to strongly contradict that.

 

f anything, I'd say they gotta detail their issues *more( on the WAN show, not less, and actually fix them. I asked my question, because although a rather silly issue and a relatively inconsequential fix, I'd imagine you'd want them to continue the course of transparency.

 

It's a question of separating your feelings about the issues at hand, and the communication surrounding them.

[Alex T88]

Transparency is always good. So far, my experience up to this point, in regards to them, is that every attempt at transparency, sporadic as it was, was just another excuse or a false solution to a problem they've created. I understand that some things take time to implement. But, continuing to batch print labels, for instance, after saying you will stop doing so, is unacceptable. Basically, that was said, just to give people something to chew on. While problems still persist. Probably they had the problem with the Spam Folder. But, by now, in my opinion, their M.O. is clear. They keep bringing up stuff (that something happens out of their control and creates problems), instead of owning to their real mistakes and admitting their massive f-ups. I've seen none of that. Except for a Linus, with a somewhat nonchalant attitude on WAN Show. 

17 minutes ago, Mojo-Jojo said:

but then proudly announce that support is catching up multiple times, while one quick glance at this forum seems to strongly contradict that.

And then, Linus can't understand some people's attitude on the Forums, when they complain about the lack of support, implying that they are the problem. At least that's what he said on WAN Show in other words. Someone who doesn't admit to having a problem, can't really proceed to solving it. So, for the sake of transparency, they could have posted something meaningful here, on this very Forum and pin it, so everyone can see. But no, he reverts to giving his customers a high-handed attitude on WAN Show. So be it.