Both my snowblower and my core stop working out of nowhere. I have attempted to reach out them explaining everything that I could because I know they only answer at night. Last night, I stayed up to wait for their email. They asked me to power the system on for troubleshooting when I have already told them in multiple email that the system is bricked. I replied in less than 2 min. No more reply. Do they only respond 1 email per day? How is this effective? Obviously the equipment just stops working, has anyone ever got help with a replacement over email?
It does indeed take a while, I’ve found a max of 3 replies a day, and only if it’s rapid fire. I have had replacements, I’m waiting on my 3rd core and have my 2nd snowblower in a box in the garage.
I don’t know how this could possibly scale up, given that it takes me an average of a month plus to get a replacement part.
@griffithandalexis If after a call you are told it will be “the relevant department” or anything even close to that. Translation = China. Depending on where you are, they are 12 hours ahead of you and you will be lucky if you get one reply a day from them. Persistence is your key or it will go on for weeks. Call and keep calling, even every few hours if you need. Its the only way or it will go on and on for weeks.
Like Mike said - call them. Drop your ticket number here for @Yarbo-Forum to look into it for you as well.
Thank you for the advice. It seems like they have an escalation flow. Now, I have been getting responses right away , I send a response this morning and they have already replied. Ok if that is the case then , it makes sense. Credit where credit is due