Customer "Service"
This has got to be the worst customer service I have ever encountered. I ordered some dolby surround headphones last week, got them on Thursday or Friday, they didn't work today when I tried them - so I contacted their support desk:
You are now chatting with Mike (Support) (Support Chat)
Taylor Wyatt: Hi Mike
[had to wait 2-3 minutes for response]
Mike (Support): w can i help you?
Taylor Wyatt: I've got an AX360...
Taylor Wyatt: 3-4 days old
Mike (Support): cool
Taylor Wyatt: worked yesterday...jut tried it, no work
Taylor Wyatt: just now i mean
Taylor Wyatt: ive got a high pitched noise, and the volume controls on the unit dont effect it
Mike (Support): what you have it hooked up too?
Taylor Wyatt: ive changed out the optical
Taylor Wyatt: a xbox 360
Taylor Wyatt: was working perfectly yesterday, nothing has changed with the setup
Mike (Support): did you remove the plastic caps from the optical
Taylor Wyatt: yes
Mike (Support): Worked fine yesterday huh?
Taylor Wyatt: yup
Taylor Wyatt: just got home tried to fire up a game and no sound :(
Mike (Support): Thats odd, there must be something you are overlooking
[what was there to overlook?]
Taylor Wyatt: heh
Taylor Wyatt: no, im pretty certain your control unit has died
Taylor Wyatt: I have power cycled everything, changed out the toslink
Taylor Wyatt: its sitting unplugged atm
Taylor Wyatt: was gonna leave it for a few then try again
Mike (Support): OK well give me your address and i will try to send you a new one
Mike (Support): Thanks
Taylor Wyatt: that hissing i was speaking of
Taylor Wyatt: it was never there before
Taylor Wyatt: and the volume buttons wont make it loder or softer
Taylor Wyatt: my address is:
Taylor Wyatt: Taylor Wyatt
Mike (Support): ok what color is the sticker that the serial # is printed on
Taylor Wyatt: 414 Oglethorpe Rd
Taylor Wyatt: Jacksonville, FL 32216
Taylor Wyatt: let me go look
Taylor Wyatt: white
Mike (Support): is it clear or silver?
[at least a five minute wait for his response]
Taylor Wyatt: still there?
Mike (Support): yea
Taylor Wyatt: the serial number on the control box is white
[how many times am I going to have to tell him?]
Mike (Support): the blue audio controller boxes of the AX360 only were printed on Clear or Silver decals
[sigh]
Mike (Support): the serial # sticker on the bottom
Taylor Wyatt: im holding in my hand...its white
Taylor Wyatt: 60013514
Mike (Support): OK,
Taylor Wyatt: its right above a clear sticker that says "Dolby pro logic...etc
Mike (Support): ok
Mike (Support): thats fine, i will find one,
[???]
Mike (Support): thank you
Taylor Wyatt: how long should I expect until the replacement arrives?
[5 minutes]
Taylor Wyatt: hello?
[5 minutes]
Taylor Wyatt: Mike are you still there?
Mike (Support): sorry
Mike (Support): about a week
[at this point im pissed about all the waiting, the guy arguing with me about the sticker, oh and the $150 headphones that broke after 4 days use]
Taylor Wyatt: hmm
Taylor Wyatt: I seriously just got this
Taylor Wyatt: is that the best you guys can do?
Taylor Wyatt: not to sound like a jerk or anything....
Mike (Support): where do you live
Taylor Wyatt: but I just paid a premium for this thing and its already died on me :/
Mike (Support): i can send UPS ground ONLY
[ONLY!? lol]
Taylor Wyatt: address is above
Mike (Support): To florida it will take 5 days in shipping
Mike (Support): does the Blue ligt light up on the unit
Taylor Wyatt: Mike is there anyone I could talk to that could maybe authorize faster shipping?
[I thought this was a simple request...is there anyone else?]
Taylor Wyatt: the blue power light is the only one that coems on
Mike (Support): Not really, im already cutting corners by not making you send me your defective unit first then shipping out a replacement, i am willing to just send you a new one just to try
[this just hacked me off, he hadnt offered to let me pay to expidite , etc - oh and he's "willing" wtf, their brand new shit died...fuggin fix it and fix it now!]
Taylor Wyatt: wow
Taylor Wyatt: this is not how many vendors work these days
Taylor Wyatt: well if thats the best you can do...
Mike (Support): Really, how many vendors will send you a replacement unit without an RMA# and you returning the broken unit first?
Taylor Wyatt: quite often with dell and samsung
[I've done this quite often with Dell and Samsung, as well as other vendors. They may require you to give a cc number in case you dont return the part, but most everyone does this now]
Mike (Support): And send it Overnite shipping as well?
Mike (Support): Who?
Mike (Support): I was not aware
Mike (Support): that dell or samsung wiould shippout a replacement without proper RMA
[now he's just being a cock]
Taylor Wyatt: Mike please go ahead an put this through and I need a number of a supervisor
[1st request for him to just proceed...asked for number in case things didnt work etc]
Mike (Support): either way, i am only authorized to send UPS ground, you are welcome to call support and go through our RMA process, to get a replacement, they may be able to do something else, but generally if you want expididted shipping, you will need to pay the differance in shipping
[why is he still talking?]
Taylor Wyatt: go ahead and do your thing,
Taylor Wyatt: im already hacked off about the unit dying
Taylor Wyatt: maybe im reading your replies wrong
Taylor Wyatt: so I'll just wait
2nd request for him to get it going]
Mike (Support): I would like to send it quicker if i could, i can only do the best i can for you, any other way will take longer im sure
[it would take longer to ship it overnight?]
Taylor Wyatt: whats the number for support
Taylor Wyatt: I cant find it on your site
Mike (Support): find what?
Mike (Support): 760-599-0514
Taylor Wyatt: im not sure if I'm going to call or not, I'm going to cool off first.
Taylor Wyatt: please go ahead and proceed with the replacement
[3rd times a charm?]
Mike (Support): OK, will do
Mike (Support): Thank you sir
Taylor Wyatt: Thanks, will I recieve an email confirmation or anything?
Mike (Support): i will send a tracking # to you if you like
Mike (Support): what is your email
Taylor Wyatt: that would be wonderful
Taylor Wyatt: autobott@gmail.com
[then he left without saying anything else]
Mike (Support) has left the chat conversation
Click Here to Leave a Message
You are now chatting with Mike (Support) (Support Chat)
Taylor Wyatt: Hi Mike
[had to wait 2-3 minutes for response]
Mike (Support): w can i help you?
Taylor Wyatt: I've got an AX360...
Taylor Wyatt: 3-4 days old
Mike (Support): cool
Taylor Wyatt: worked yesterday...jut tried it, no work
Taylor Wyatt: just now i mean
Taylor Wyatt: ive got a high pitched noise, and the volume controls on the unit dont effect it
Mike (Support): what you have it hooked up too?
Taylor Wyatt: ive changed out the optical
Taylor Wyatt: a xbox 360
Taylor Wyatt: was working perfectly yesterday, nothing has changed with the setup
Mike (Support): did you remove the plastic caps from the optical
Taylor Wyatt: yes
Mike (Support): Worked fine yesterday huh?
Taylor Wyatt: yup
Taylor Wyatt: just got home tried to fire up a game and no sound :(
Mike (Support): Thats odd, there must be something you are overlooking
[what was there to overlook?]
Taylor Wyatt: heh
Taylor Wyatt: no, im pretty certain your control unit has died
Taylor Wyatt: I have power cycled everything, changed out the toslink
Taylor Wyatt: its sitting unplugged atm
Taylor Wyatt: was gonna leave it for a few then try again
Mike (Support): OK well give me your address and i will try to send you a new one
Mike (Support): Thanks
Taylor Wyatt: that hissing i was speaking of
Taylor Wyatt: it was never there before
Taylor Wyatt: and the volume buttons wont make it loder or softer
Taylor Wyatt: my address is:
Taylor Wyatt: Taylor Wyatt
Mike (Support): ok what color is the sticker that the serial # is printed on
Taylor Wyatt: 414 Oglethorpe Rd
Taylor Wyatt: Jacksonville, FL 32216
Taylor Wyatt: let me go look
Taylor Wyatt: white
Mike (Support): is it clear or silver?
[at least a five minute wait for his response]
Taylor Wyatt: still there?
Mike (Support): yea
Taylor Wyatt: the serial number on the control box is white
[how many times am I going to have to tell him?]
Mike (Support): the blue audio controller boxes of the AX360 only were printed on Clear or Silver decals
[sigh]
Mike (Support): the serial # sticker on the bottom
Taylor Wyatt: im holding in my hand...its white
Taylor Wyatt: 60013514
Mike (Support): OK,
Taylor Wyatt: its right above a clear sticker that says "Dolby pro logic...etc
Mike (Support): ok
Mike (Support): thats fine, i will find one,
[???]
Mike (Support): thank you
Taylor Wyatt: how long should I expect until the replacement arrives?
[5 minutes]
Taylor Wyatt: hello?
[5 minutes]
Taylor Wyatt: Mike are you still there?
Mike (Support): sorry
Mike (Support): about a week
[at this point im pissed about all the waiting, the guy arguing with me about the sticker, oh and the $150 headphones that broke after 4 days use]
Taylor Wyatt: hmm
Taylor Wyatt: I seriously just got this
Taylor Wyatt: is that the best you guys can do?
Taylor Wyatt: not to sound like a jerk or anything....
Mike (Support): where do you live
Taylor Wyatt: but I just paid a premium for this thing and its already died on me :/
Mike (Support): i can send UPS ground ONLY
[ONLY!? lol]
Taylor Wyatt: address is above
Mike (Support): To florida it will take 5 days in shipping
Mike (Support): does the Blue ligt light up on the unit
Taylor Wyatt: Mike is there anyone I could talk to that could maybe authorize faster shipping?
[I thought this was a simple request...is there anyone else?]
Taylor Wyatt: the blue power light is the only one that coems on
Mike (Support): Not really, im already cutting corners by not making you send me your defective unit first then shipping out a replacement, i am willing to just send you a new one just to try
[this just hacked me off, he hadnt offered to let me pay to expidite , etc - oh and he's "willing" wtf, their brand new shit died...fuggin fix it and fix it now!]
Taylor Wyatt: wow
Taylor Wyatt: this is not how many vendors work these days
Taylor Wyatt: well if thats the best you can do...
Mike (Support): Really, how many vendors will send you a replacement unit without an RMA# and you returning the broken unit first?
Taylor Wyatt: quite often with dell and samsung
[I've done this quite often with Dell and Samsung, as well as other vendors. They may require you to give a cc number in case you dont return the part, but most everyone does this now]
Mike (Support): And send it Overnite shipping as well?
Mike (Support): Who?
Mike (Support): I was not aware
Mike (Support): that dell or samsung wiould shippout a replacement without proper RMA
[now he's just being a cock]
Taylor Wyatt: Mike please go ahead an put this through and I need a number of a supervisor
[1st request for him to just proceed...asked for number in case things didnt work etc]
Mike (Support): either way, i am only authorized to send UPS ground, you are welcome to call support and go through our RMA process, to get a replacement, they may be able to do something else, but generally if you want expididted shipping, you will need to pay the differance in shipping
[why is he still talking?]
Taylor Wyatt: go ahead and do your thing,
Taylor Wyatt: im already hacked off about the unit dying
Taylor Wyatt: maybe im reading your replies wrong
Taylor Wyatt: so I'll just wait
2nd request for him to get it going]
Mike (Support): I would like to send it quicker if i could, i can only do the best i can for you, any other way will take longer im sure
[it would take longer to ship it overnight?]
Taylor Wyatt: whats the number for support
Taylor Wyatt: I cant find it on your site
Mike (Support): find what?
Mike (Support): 760-599-0514
Taylor Wyatt: im not sure if I'm going to call or not, I'm going to cool off first.
Taylor Wyatt: please go ahead and proceed with the replacement
[3rd times a charm?]
Mike (Support): OK, will do
Mike (Support): Thank you sir
Taylor Wyatt: Thanks, will I recieve an email confirmation or anything?
Mike (Support): i will send a tracking # to you if you like
Mike (Support): what is your email
Taylor Wyatt: that would be wonderful
Taylor Wyatt: autobott@gmail.com
[then he left without saying anything else]
Mike (Support) has left the chat conversation
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