Issues with customer service

[Jrod489]

I have a problem I ordered some stuff and the delivery was not what I ordered so now Ive been waiting over 2 weeks to get a hold of someone. Is this normal? 

[dizmo]

Something tells me you've made a mistake somewhere along the way.

[LogicalDrm]

During any sales events, bigger releases and shipping issues, yes. Which is 70% of the time.

[Jrod489]

10 hours ago, dizmo said:

Something tells me you've made a mistake somewhere along the way.

I emailed customer service with order number and an explanation. The ai said it was handing it off to a human and expect a reply in 5 business days. That's it I've done nothing else... I'm open to suggestions because half my order was wrong and I'd like my money back 

[CasualExtremist]

Does the amount you paid match the order count?

 

For example if you believed you purchased x3 screwdrivers for $210, but only got x2 screwdrivers delivered. Did you get charged the $210 or did you get charged $140 (the hypothetical price it would be for x2 screwdrivers)?

 

If you are overcharged relative to what was actually delivered, that would be a fair reason to escalate the conversation to a higher ranking support member.

 

HOWEVER

To my knowledge LTT ships like-things together and sometimes unlike-things separate. So you might have placed one order, but have items arrive at separate times in separate packaging. It would be very useful to verify that before attempting to escalate your support ticket.

[Jrod489]

23 minutes ago, CasualExtremist said:

Does the amount you paid match the order count?

 

For example if you believed you purchased x3 screwdrivers for $210, but only got x2 screwdrivers delivered. Did you get charged the $210 or did you get charged $140 (the hypothetical price it would be for x2 screwdrivers)?

 

If you are overcharged relative to what was actually delivered, that would be a fair reason to escalate the conversation to a higher ranking support member.

 

HOWEVER

To my knowledge LTT ships like-things together and sometimes unlike-things separate. So you might have placed one order, but have items arrive at separate times in separate packaging. It would be very useful to verify that before attempting to escalate your support ticket.

I ordered a task jacket and a screwdriver I received a screwdriver and cable ties so no the items I ordered don't match and even if the value was close to the same which it definitely isn't I don't want the ties I would like my money or my jacket 

[CasualExtremist]

2 hours ago, Jrod489 said:

I ordered a task jacket and a screwdriver I received a screwdriver and cable ties so no the items I ordered don't match and even if the value was close to the same which it definitely isn't I don't want the ties I would like my money or my jacket 

Just for clarity, your order receipt and the final charge made to your payment method reflect the purchase of the jacket and screwdriver? And then somehow you ended up with screwdriver and cable ties?

If so, I'd definitely try to find the most polite way to get customer service's attention. That's a significant mishap IMO.

[Jrod489]

13 hours ago, LogicalDrm said:

During any sales events, bigger releases and shipping issues, yes. Which is 70% of the time.

So how much longer do you think it will take because it's already well past the 5 days the automated message stated with no way to get an update on the status of my help ticket?

[Jrod489]

1 minute ago, CasualExtremist said:

Just for clarity, your order receipt and the final charge made to your payment method reflect the purchase of the jacket and screwdriver? And then somehow you ended up with screwdriver and cable ties?

If so, I'd definitely try to find the most polite way to get customer service's attention. That's a significant mishap IMO.

I mean is going through the customer service email not the most polite way to do that.. and then if that doesn't work it's not like there's a phone number or a way to get a direct to human communication. So this is my logical next step. I'd love to just use the proper channels if the proper channels had any sense of reliability I would.

[Jrod489]

...

[LogicalDrm]

9 hours ago, Jrod489 said:

So how much longer do you think it will take because it's already well past the 5 days the automated message stated with no way to get an update on the status of my help ticket?

Impossible to say. Last time they had support rush the reply times went up to 3 weeks.

[tillbashfully]

Yeah the support is abmyssal. 

I don't have a reply for my email about my order either. 

[Jrod489]

13 hours ago, tillbashfully said:

Yeah the support is abmyssal. 

I don't have a reply for my email about my order either. 

There's just no reliable way to see what's going on with your support ticket and that's so frustrating. I can't believe how hard a time they give these prebiult PC vendors on their customer service when theirs is so unreasonably slow

[Jrod489]

16 hours ago, LogicalDrm said:

Impossible to say. Last time they had support rush the reply times went up to 3 weeks.

Doesn't that seem like a really long time? Why wouldn't their be a plan in place to improve this problem before making a massive sale again?

[Jrod489]

On 5/13/2025 at 1:21 PM, CasualExtremist said:

Just for clarity, your order receipt and the final charge made to your payment method reflect the purchase of the jacket and screwdriver? And then somehow you ended up with screwdriver and cable ties?

If so, I'd definitely try to find the most polite way to get customer service's attention. That's a significant mishap IMO.

Just realized I didn't respond to the first part yes the charge to my card and the receipt reflect the jacket and the driver. 

[Lukeroge]

1 hour ago, Jrod489 said:

Doesn't that seem like a really long time? Why wouldn't their be a plan in place to improve this problem before making a massive sale again?

That would be ideal. It's a little rough hearing the WAN crew talk about how good their support is on the WAN show while so many people are dealing with the delays.

 

(Not attacking the support team - from everything I've heard, it is excellent when they're not backlogged)

[LogicalDrm]

55 minutes ago, Jrod489 said:

Doesn't that seem like a really long time? Why wouldn't their be a plan in place to improve this problem before making a massive sale again?

Yeah, they should. They have recruited more support, and are thinking about merging FP and store support staff into one as FP high demand times are fewer than those with store. Problem is, sales events and new product launches are something they can control. Shipping issues or global trade policies changing isn't. It's hard to prepare for something you don't know is coming or don't know how big of the effect it is.

 

As example, last bigger splash. Black Friday sales with free international shipping. Both expected to cause more queries and more orders. At the same time, holidays and vacation times starting, can be prepared for. Commuter backbag launch (expected) and some issues with production pace (unexpected). Plus DHL having some global shipping issues with stuff getting stranded both in Canada (workers strike) and in US. Plus routing which isn't issue, but causes uproar because how it looks on trackers.

 

That mess was about to clear when US tariffs hit. And then shipstorm event with again masses of international orders and Wizmo/FedEx/PostNL racking issues.

[Jrod489]

3 minutes ago, Lukeroge said:

That would be ideal. It's a little rough hearing the WAN crew talk about how good their support is on the WAN show while so many people are dealing with the delays.

 

(Not attacking the support team - from everything I've heard, it is excellent when they're not backlogged)

I don't mean any disrespect with the people working customer support just trying to point out the problem so it can resolved. It's clear then need more help and the ai bot they added isn't doing anything but giving us an automated message about how they are behind.

[Jrod489]

1 minute ago, LogicalDrm said:

Yeah, they should. They have recruited more support, and are thinking about merging FP and store support staff into one as FP high demand times are fewer than those with store. Problem is, sales events and new product launches are something they can control. Shipping issues or global trade policies changing isn't. It's hard to prepare for something you don't know is coming or don't know how big of the effect it is.

 

As example, last bigger splash. Black Friday sales with free international shipping. Both expected to cause more queries and more orders. At the same time, holidays and vacation times starting, can be prepared for. Commuter backbag launch (expected) and some issues with production pace (unexpected). Plus DHL having some global shipping issues with stuff getting stranded both in Canada (workers strike) and in US. Plus routing which isn't issue, but causes uproar because how it looks on trackers.

 

That mess was about to clear when US tariffs hit. And then shipstorm event with again masses of international orders and Wizmo/FedEx/PostNL racking issues.

That's perfectly fair and reasonable and I understand the difference between black Friday and quick get stuff before we are in a trade war, But customer response time has always been a short coming for the ltt store support so clearly it's not a priority to fix it.. best way to make it a priority is to make enough noise about it. 

[Jrod489]

12 minutes ago, Lukeroge said:

That would be ideal. It's a little rough hearing the WAN crew talk about how good their support is on the WAN show while so many people are dealing with the delays.

 

(Not attacking the support team - from everything I've heard, it is excellent when they're not backlogged)

I don't mean any disrespect with the people working customer support just trying to point out the problem so it can resolved. It's clear then need more help and the ai bot they added isn't doing anything but giving us an automated message about how they are behind.

[Jrod489]

On 5/12/2025 at 10:35 PM, Jrod489 said:

I have a problem I ordered some stuff and the delivery was not what I ordered so now Ive been waiting over 2 weeks to get a hold of someone. Is this normal? 

2 weeks and 3 days

[Blue4130]

16 minutes ago, Jrod489 said:

2 weeks and 3 days

Try tagging the man himself...

@LinusTech 

[Jrod489]

7 hours ago, Blue4130 said:

Try tagging the man himself...

@LinusTech 

Not gonna lie I didn't know their was a way to tag people  thanks

[Lurick]

@LMGcommunity is the proper one to tag, not Linus

[Jrod489]

10 minutes ago, Lurick said:

@LMGcommunity is the proper one to tag, not Linus

Thank you