No response from support for two weeks

[Palte]

Hey guys, quick question.

I ordered some stuff from the store but it hasn't arrived yet after a month (and every parcel service have their status stuck from end of February).

So I tried to reply to the LTT support address in the confirmation mail (as instructed) but haven't heard from them also for two weeks.

Last weekend I sent another mail but with no response to this day. I've sent another today as a new mail not within the reply chain in hopes this comes through.

Sorry if this is the wrong place, but I'm not sure where to ask for help anymore and I don't want to make a big fuzz about this in floatplane chat or as a merch message...

 

Cheers!

Edited March 31, 2023 by Palte

[Birblover12]

Yeah, LTT has a bad track record with having slow support team responses. Because they do all customer support in house, they don't have the luxury of having 5,000 support agents on duty 24/7. This means, though, that support times will be much longer then other companies. Hopefully a staff member chimes in at some point

 

When I contacted LTTSupport, it took several weeks to get an email back, but once I got an initial response from a human, any additional replies were EXTREMLY fast (like within the hour) so hopefully you get a response soon. Personally, I don't know why they're still having Customer Support issues, really should have sorted it out by now.

[Palte]

Well, i also talked in discord about this and a mod told me that usually there will be a response within 48 hours. That ship sailed...
I really hope someone internally can see this and take this on.

[Adam Pilolla]

Hi OP. Our support wait times are generally under 48 hours, and in the last two weeks have averaged under 12. If you're not getting a response, please do the following:

 

1. Double check that you have sent your email to the right place (support@lttstore.com is the correct email address).

2. Check and see if you've gotten an auto-reply. Every time you start a new ticket with us, you get an auto-reply that confirms we've received your message. If you didn't get this, try sending your email again. If the problem persists, consider using a different email account to contact us if you have one, or let me know if that's not possible. You may be getting caught in our spam filtering.

 

Sorry for the wait! Look forward to getting this sorted out for you. :)

[Palte]

Hi Adam, thank you! indeed, I haven't got any confirmation mail to any of my attempts.

Although I do have a secondary mail account, I would prefer not to use it if thats possible.

Can you please help me out here?

 

Edit: also just checked the recipient addresses on all mails. They seem correct.

Edited March 31, 2023 by Palte
checked addresses

[tbeau123]

lol you finally get a hold of someone and all they do is tell you to check where the email was sent. that's hilarious. like in two weeks you've tried nothing basic to resolve the issue.

[Palte]

2 minutes ago, tbeau123 said:

lol you finally get a hold of someone and all they do is tell you to check where the email was sent. that's hilarious. like in two weeks you've tried nothing basic to resolve the issue.

true, but well, it's first level support 101. Where I work at it's no different

[Neroon]

20 minutes ago, tbeau123 said:

lol you finally get a hold of someone and all they do is tell you to check where the email was sent. that's hilarious. like in two weeks you've tried nothing basic to resolve the issue.

What are you expecting here? Adam gave the answer that there is no backlog, and there is a chance that either the mail was sent to the wrong place, or it got picked up by their spam filters or something similar, which are necessary even though they are not perfect.

Oh and the response was within 1,5 hour. Plus he is still here in case this doesn't work for him.

Seriously, what more do expect them to do? 
Be nice dude, they are putting in the effort to give good support. No need to crap on it.

 

PS: He didn't do anything for 2 weeks, because they didn't receive the email... 

[tbeau123]

yes but if it was me as a support person i would take it up personally to resolve it. anyone can copy and paste what he said. exceptional support is with people who are willing to actually do something immediately. even companies like amazon get that more then one day of issues is too much. that's why they almost always do instant refunds.

 

this being a tech enthusiast who bought the merch im sure he is intelligent enough to know where his emails are going. and maybe ltt needs to fix the issue of legit emails going to there spam folder. i dont give companies a pass especially with the price we're paying. i made a $500 order the other day and if it takes 2 weeks to resolve a problem i'll be floored.

[Adam Pilolla]

1 hour ago, Palte said:

Hi Adam, thank you! indeed, I haven't got any confirmation mail to any of my attempts.

Although I do have a secondary mail account, I would prefer not to use it if thats possible.

Can you please help me out here?

 

Edit: also just checked the recipient addresses on all mails. They seem correct.

Gotcha; thanks for checking on that for me. I realize that checking that the email address is correct might seem basic but, well, you'd be shocked at how often it truly happens. :P

 

If you could please DM me your email and a brief summary of your problem (the issue that led you to try contacting support in the first place) I'll be happy to take it from there.

[Neroon]

3 hours ago, tbeau123 said:

yes but if it was me as a support person i would take it up personally to resolve it. anyone can copy and paste what he said. exceptional support is with people who are willing to actually do something immediately. even companies like amazon get that more then one day of issues is too much. that's why they almost always do instant refunds.

 

this being a tech enthusiast who bought the merch im sure he is intelligent enough to know where his emails are going. and maybe ltt needs to fix the issue of legit emails going to there spam folder. i dont give companies a pass especially with the price we're paying. i made a $500 order the other day and if it takes 2 weeks to resolve a problem i'll be floored.

He is taking it up personally to resolve it, what are you talking about it? He is specifically offering support here on the forum to help people.

Also are you really comparing LMG to a 1 trillion dollar company? Even so, he responded in 1,5 hours.

Do you know where his email came from? Do you know why it possibly got stuck in the spam filter? No. So maybe don't judge before knowing all the facts.

 

You might think it's alright to shit on support based on very limited info, but these are people who are doing their job, and from what I can tell, and what I've experienced from them, they do a good job.

 

By all means if you have bad experiences, put them out there, maybe they will respond to it. But this here isn't ok.

[tbeau123]

guess what, im gonna drop it. i had a big writeup done up to post to defend myself. but ultimately i dont really care about this that much. wishing the poster the best in getting his thing resolved. and praying no one else ends up in the same boat. i complain about trolls on here. im choosing not to be one.

 

 

[Palte]

Just to catch up:
Adam and I cleared things up via DM and everything is handled without issue!

I'm happy I was able to reach someone here, especially when you are in a position like thios where all official channels like mail are failing at some point.

 

[Neroon]

8 hours ago, tbeau123 said:

guess what, im gonna drop it. i had a big writeup done up to post to defend myself. but ultimately i dont really care about this that much. wishing the poster the best in getting his thing resolved. and praying no one else ends up in the same boat. i complain about trolls on here. im choosing not to be one.

 

 

As you can read, support got him covered. And they had him covered before you posted here. If your goal was to not be a troll, you failed. 

[tbeau123]

you just cant appreciate that i stopped. you're no damb better. i reflected and i made the choice not to keep posting. thats more then most people do.