geekhack
geekhack Community => Keyboards => Topic started by: MJmusicguy on Tue, 28 April 2020, 21:14:29
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I won’t be naming names but All throughout the Purchase I found that customer service was very rude and dismissive failed to answer detailed questions about the models before purchase particularly in contrast of new model M and and their original ultra classic bought one anyway despite the increased $114 price tag
Given my recent issue they advise a return I requested a brand new new model m instead of a repair they became defensive and still refuse to confirm if they will be repairing or replacing the item I just want to know if I’m the only customer both domestic and international made hand bag brushes with customer service I don’t know how you just get the sense that they can’t be bothered.
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Over half a dozen interactions, they were always friendly and helpful to me.
On the other hand, I am relatively "easy" while I get the impression that they get a lot of complaints when customers expect perfection and products are not perfect (and they never are).
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they were always friendly and helpful to me.
My little experience with Unicomp support also shows that they are very helpful. They don't respond quickly, that's right.
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They rubbed me the wrong way Im pretty easy to get along with i get the impression they just don't t like answering questions or clarifying things for on the fence buyers like myself I asked questions like "in your opinion as a first time buyer im a little on the fence because i heard about the aged molding and tools?"
"read facebook...."
oh great you have a new product with new molds and tooling. Ill get that one would you consider it the best on your line up now ? how does it compare to the older ultra?
"read our announcement"
ok but the announcement is a little confusing because it blended information of 2 separate products
and your website only has a picture
"thats all i can give you"
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then for the repair
heres a label send it back
ok but ups isnt in my area what can we do
"call the nearest one and have them pick it up no other way to send it back"(nearest ups is atlest a hour away which i was pretty much forced to do being wheelchair bound)
ok instead of repair can i have a full replacement
noted...
out of curiously since i requested a new board what will happen to the old one?
" our conversation has ended"
author note what i spent amounts to 284.29 CAD excluding customs fees
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Never had a problem with them and I've asked questions that were and weren't related to a sale and they were still helpful either way.
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do now im wondering what i may have done wrong?
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I think starting off with a question that insinuates they have a poor quality product probably soured the rest of the conversation. It's akin to calling a restaurant and saying, " I am thinking of coming to your restaurant but I hear that you use poor quality meat and have poor health standards"
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I think starting off with a question that insinuates they have a poor quality product probably soured the rest of the conversation. It's akin to calling a restaurant and saying, " I am thinking of coming to your restaurant but I hear that you use poor quality meat and have poor health standards"
That's usually a bad move, yes. Also, I wonder if that kind of attitude going in predisposes one to the idea of bad quality anyway, and an otherwise perfectly acceptable keyboard now becomes one to return.
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was not ill intention at all as evidenced by me buying one :) and not really I asked for a replacement and not a refined because i genuinely love the keyboard.
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What did you send the board in for? The problems you mentioned in your previous post are usually easily fixed on your own with a buckling spring board, unless there's some kind of major defect in the manufacture process.
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yep I had worked with them and they confirmed a return was needed that it was not just a reseating issue had me reseat and swap caps and everything.
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I don't know what the warranty period is, but I do agree that if this was purchased in recent weeks and you didn't damage it yourself that they should replace it.
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yep I had worked with them and they confirmed a return was needed that it was not just a reseating issue had me reseat and swap caps and everything.
Sometimes you have to monkey with the springs too for the same symptoms. I imagine they just didn't want you to go that far down the rabbit hole. I hope you've got a fully-functioning board again soon.
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I have only had one interaction with Unicomp's support team, and I also got the impression that the person was being rude; however, sometimes it's hard to tell if a person is being rude or just doesn't know how to write well. Some people are also just very to-the-point in order to avoid confusion. I came across the emails a little while later, and upon re-reading them, I was inclined to think I may have misread the tone at the time. Admittedly, I was very disappointed with my order, so I probably came off as unpleasant myself, but I was trying to be factual.
I worked in customer support for over five years, so I have experience on both sides. I once received an email from a customer that infuriated me; I decided to call the two guys on the phone to resolve the issue and immediately realized they were both friendly and willing to work through the problem. When I re-read the email, I realized I had completely misinterpreted the tone (probably because I had dealt with enough actual jerks prior to that). So I try to give the benefit of the doubt now.
Example:
One thing that I always interpret as rude is the ellipsis: "You should try such and such...." or "Why isn't this working..." The "..." implies to me that the writer thinks I am an idiot for not trying or fixing this before, but it seems to be something that people born between 1960 and 1980 do instead of a regular period for some reason (I guess they don't like lack of space between sentences and use that instead of line breaks[?]). I'm not trying to be ageist; it's just what I've observed. The only legitimate use of an ellipsis is to show that words are missing or that you are trailing off (which is how I interpret it).
TL:DR, yes, I have noticed this too, but I try giving people the benefit of the doubt.
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I worked in customer support for over five years, so I have experience on both sides. I once received an email from a customer that infuriated me; I decided to call the two guys on the phone to resolve the issue and immediately realized they were both friendly and willing to work through the problem. When I re-read the email, I realized I had completely misinterpreted the tone (probably because I had dealt with enough actual jerks prior to that). So I try to give the benefit of the doubt now.:
This Might be my issue as I work Remotely for a web development and marketing firm as the CRM maybe thats playing a bit pf a role still not a overall good impression.
just hoping it comes back good and I dont have to deal with them for awhile