Trust be bro?

[Johand]

Hey, thought to share to see if someone else have had a similar experience.

 

A few months ago the carabiner on my backpack broke. As Linus has mentioned a few times on the wan show, they had plans to reach out to confirm our shipping address and send out replacements.

So I never went to open a ticket since I thought to just wait for it to come.

 

However a month ago I found an article on https://global.lttstore.com/pages/faq that said we can request a replacement today using the form below. But there isn’t a form below… but by going one step back I did find another article that contained a contact form that I submitted. I never got to reply that the support ticket got created either.

 

after waiting a could of weeks I sent another one asking for an update. Now a month after, I haven’t heard anything back. Is someone monitoring the form?

 

I today tried to send an email instead. But what do I get? A AI Agent reply, saying please read this article «https://lttstore.gorgias.help/en-US/one-or-more-of-the-carabiner-zipper-pulls-on-my-backpack-is-misaligned-or-has-snapped-off-completely-how-can-i-get-this-fixed-218420»

The AI Agent said it will forward it to me, but later hidden on the bottom you actually need to email them back a sentence confirming I want help. Intentionally hiding it in hopes we won’t contact back so they can avoid replying?

That article url the bot gives also looks super fishy. Who is this gorgias.help thing. Maybe setup the support system on a ltt domain?

 

Kinda disappointed with the support flow. From incorrect information in the article on where to contact, lack of follow-up on form submissions, AI Agent saying it will forward it but on the bottom saying it won’t unless I send another message, fishy looking links, and even needing to reply to the email when the article it links to literally says I need to speak with a human in support 

so must say it’s hard to trust a bro who ghosts me

 

[Poinkachu]

47 minutes ago, Johand said:

Hey, thought to share to see if someone else have had a similar experience.

 

A few months ago the carabiner on my backpack broke. As Linus has mentioned a few times on the wan show, they had plans to reach out to confirm our shipping address and send out replacements.

So I never went to open a ticket since I thought to just wait for it to come.

 

However a month ago I found an article on https://global.lttstore.com/pages/faq that said we can request a replacement today using the form below. But there isn’t a form below… but by going one step back I did find another article that contained a contact form that I submitted. I never got to reply that the support ticket got created either.

 

after waiting a could of weeks I sent another one asking for an update. Now a month after, I haven’t heard anything back. Is someone monitoring the form?

 

I today tried to send an email instead. But what do I get? A AI Agent reply, saying please read this article «https://lttstore.gorgias.help/en-US/one-or-more-of-the-carabiner-zipper-pulls-on-my-backpack-is-misaligned-or-has-snapped-off-completely-how-can-i-get-this-fixed-218420»

The AI Agent said it will forward it to me, but later hidden on the bottom you actually need to email them back a sentence confirming I want help. Intentionally hiding it in hopes we won’t contact back so they can avoid replying?

That article url the bot gives also looks super fishy. Who is this gorgias.help thing. Maybe setup the support system on a ltt domain?

 

Kinda disappointed with the support flow. From incorrect information in the article on where to contact, lack of follow-up on form submissions, AI Agent saying it will forward it but on the bottom saying it won’t unless I send another message, fishy looking links, and even needing to reply to the email when the article it links to literally says I need to speak with a human in support 

so must say it’s hard to trust a bro who ghosts me

 

 

It's an automated response so that you'll know your support submission is received.
Which it then tells you in the mail about some info that may be related to your case and possible way to solve it, also that your submission will be forwared to the related team.

 

Then it tells you that if you are not comfortable with interacting with just automated system, to say a certain thing to let the system and the team know "This one prefers talking to a human and willing to wait even if the system knows the answer and the answer is just a simple 'Yes/No'." . In which I assume the system will then put you in a separate list, "let the team  directly handle this, don't send automated replies" list.

 

It's like calling to a call center to a credit card company, and the answering machine says :

 

Press 1 for information about our services
Press 2 to report theft

Press 3 to file a chargeback

Press 0 to talk to our customer service officer.

[GOTSpectrum]

I don't know if AI makes me feel appreciated tbh... 

[Johand]

10 minutes ago, Poinkachu said:

 

It's an automated response so that you'll know your support submission is received.
Which it then tells you in the mail about some info that may be related to your case and possible way to solve it, also that your submission will be forwared to the related team.

 

Then it tells you that if you are not comfortable with interacting with just automated system, to say a certain thing to let the system and the team know "This one prefers talking to a human and willing to wait even if the system knows the answer and the answer is just a simple 'Yes/No'." . In which I assume the system will then put you in a separate list, "let the team  directly handle this, don't send automated replies" list.

 

It's like calling to a call center to a credit card company, and the answering machine says :

 

Press 1 for information about our services
Press 2 to report theft

Press 3 to file a chargeback

Press 0 to talk to our customer service officer.

«I'll forward your concern to the appropriate team», two lines down: «Please reply with "I'd like to speak to a human" to reach a human agent»

How do I know if the first statement that the AI would forward it to a human isn’t hallucination from the AI Model And why is it so hidden in the end.

 

If it’s a opt out, why not instead say «opt out of future AI replies by sending xyz». Just a confusing experience in general.

[Jrod489]

The ai seems like a unhelpful step that would be more easily handle by a ticket system with estimated wait times related to your tickets position in line.. now I know that would probably make for more issues because hearing that you ticket is 583075th in line might be disheartening but at least it gives a more honest representation of how bad the situation is and how long long it will take to get to you

[Poinkachu]

1 minute ago, Johand said:

«I'll forward your concern to the appropriate team», two lines down: «Please reply with "I'd like to speak to a human" to reach a human agent»

How do I know if the first statement that the AI would forward it to a human isn’t hallucination from the AI Model And why is it so hidden in the end.

 

Just a confusing experience in general.

Well, simple solution no ?

Reply with "I'd like to speak to a human"

Then wait until a human can reply you.

 

NGL and no offense but, to me you sounded more like the one hallucinating here.

I mean... in which part of the automated reply did it seem like it even insinuate that you need to type "I'd like to speak to a human" for it to be forwarded to the related team?

 

And really, that PSA about it being automated system is pretty blatantly out there for all to see. If I were to hide that, i'd atleast reduce the text size to something like this.

Or you know.... don't put the PSA in at all ?. Because I know at least 9 prominent companies in my country that uses automated reply and doesn't put PSA about it at all.

 

 

I get that these kinda thing can be frustating, but immediately putting on tinfoil hats and going off the rails is definitely not a good way to go about it.

[CasualExtremist]

I think Linus one said on a recent WAN: "I am not informed enough to know what the solution is, but I am smart enough to know this isn't it"

 

Probably butchered the quote, but the premise remains. Everyone when they deal with this AI tool knows this is not the right solution. Even if they don't have the solution or can't even quite explain why the current AI tool is not the right solution.

 

12 minutes ago, Poinkachu said:

Well, simple solution no ?

Reply with "I'd like to speak to a human"

Then wait until a human can reply you.

 

NGL and no offense but, to me you sounded more like the one hallucinating here.

I mean... in which part of the automated reply did it seem like it even insinuate that you need to type "I'd like to speak to a human" for it to be forwarded to the related team?

 

And really, that PSA about it being automated system is pretty blatantly out there for all to see. If I were to hide that, i'd atleast reduce the text size to something like this.

Or you know.... don't put the PSA in at all ?. Because I know at least 9 prominent companies in my country that uses automated reply and doesn't put PSA about it at all.

 

 

Spoiler

 

 

I get that these kinda thing can be frustating, but immediately putting on tinfoil hats and going off the rails is definitely not a good way to go about it.

 

To be fair, you might be coming from information bias. It is not the default to know these formats that deeply. In written text, the best you can expect is for people to separate content per document/email and separate content per paragraph.

 

I think for those outside your bubble there is confusion in the redundancy for "speaking to a human". I too find it to be a poor solution/format for that reason. The last  statement in the AI automatic reply could easily be insinuating that there is another layer of AI for that particular team that would be the next response.

[matt0725]

So your interpretation of the email+article say to you that you need a human, the email gives you a magic word to summon a human, and you ignore that and come post that LTT is ignoring you?

 

Interesting

[Johand]

4 hours ago, matt0725 said:

So your interpretation of the email+article say to you that you need a human, the email gives you a magic word to summon a human, and you ignore that and come post that LTT is ignoring you?

 

Interesting

Think you misunderstood or that I was unclear

I submitted the support form twice. Once a month ago, then 2 weeks ago. I heard nothing back, not even a confirmation email that the form was submitted.

Then I sent an email, that I now received an AI response on at least.

[Johand]

Small update, got a reply "As long as you reply to this email, any subsequent correspondence between us will be responded to within 1-2 business days."

 

I replied within a few hours. Now we are at day 8 of me replying with no updates again. Please don't send promises that you cant keep

 

[Adam Pilolla]

Hey there!

Our records indicate that we replied to you immediately on this. Perhaps the message got eaten. Not sure what might've caused that, but I'll let our IT team know in case it's on our side.

A backorder was setup for your carabiner kit on May 14th and I understand it should be shipping today. Please let me know if you haven't gotten any notification of this.

[Johand]

1 hour ago, Adam Pilolla said:

Hey there!

Our records indicate that we replied to you immediately on this. Perhaps the message got eaten. Not sure what might've caused that, but I'll let our IT team know in case it's on our side.

A backorder was setup for your carabiner kit on May 14th and I understand it should be shipping today. Please let me know if you haven't gotten any notification of this.

Hey! 
Yeah that’s weird. Nothing in my gmail showing anything. Nor anything on my postal apps.

 

But coincidentally a minute after your post I did get a confirmation a replacement order was created. Thanks

 

[Adam Pilolla]

1 hour ago, Johand said:

Hey! 
Yeah that’s weird. Nothing in my gmail showing anything. Nor anything on my postal apps.

 

But coincidentally a minute after your post I did get a confirmation a replacement order was created. Thanks

No problem! Email can be finicky at the best of times -- this is probably the #1 type of issue I respond to on here/social media. But we'll always make it right once we become aware.

Sorry for the response-time delays.