Quote:
Originally Posted by MFactory
Again, different timezones and international calls. And a 10 minute phone call would simply be "sorry, say that again?" everytime I spoke due to my accent which most Americans simply do not understand. Talking on the phone is futile, as I found out years ago when we first started, thus switching to email communication only (although LSD sales can call our US facility during office hours). Talking on the phone causes miscommunication; it doesn't solve it
We reply to emails usually within a few hours at most, 7 days per week. If this is bad customer service to you, then I apologize for not trying harder.
P.S In case you are not multi-lingual and don't understand this, speaking/listening to English is a LOT harder than reading/writing English if English is not your 1st language.
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I have no stick in this fight but following it for sure. What gets me is you talk about different time zones yet all your responses have been on a US business time zone. To say you don't speak English that well, but to not even give it a try is beyond me for customer service. Your English writing is better than most high schoolers in the US. Im sure if you would have extended some good faith you would not be on here defending your stance.
This thread has put doubt in people looking at your product and if you lose just one customer due to it you are out way more money than if you tried just a bit harder to provide exceptional customer service to resolve the issue. I'm sure you will have to be dealing with a lot more when you finally ship out those DS that people have been waiting a lifetime for. You re lucky many of them are waiting and trusting you with the delay of product due to what ever reason you want to give.
My .02cents