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9 comments

  • Bruce B.

    Hello MD158456,

     

    Thank you for joining the community. Let me help improve your experience.

     

    I will check with the team and make sure you receive an update with regard to your concern. We apologize for the inconvenience as we work to address your case.

     

    Feel free to reach out back to us by replying to this post or contacting our other support channels at https://www.jaybirdsport.com/en-us/support.html

     

    Warm Regards,

    Jaybird_Bruce

    Jaybird Customer Experience

    #PowerYourPassion

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  • MD158456

    Awesome, thank you @Bruce Jason Balaoro? !

     

    I'm afraid I made a mess. :) Part of the problem is that I have been organizing my inboxes lately (moving from Outlook to Gmail) and was replying to a ticket from a different address than what the ticket originated from, leading me to think the emails were not being received.

     

    So, I created a new ticket to start from scratch.

     

    To even compound it further, I originally replied to an older ticket (which explicitly states to reply to it in case there is any further concerns or questions in regards to it), and -- for whatever reason -- a new ticket was created from that.

     

    So as a result we now have three outstanding tickets in regards to this one issue:

    • 05608948 (original, the one that said to reply if there were any further questions)
    • 07110743 (one assigned -- for whatever reason -- from following directions in 05608948 and replying to it)
    • 07176038 (new one altogether to ensure any email issues are discounted)

     

    Incidentally, issue #07110743 took one day to reply, which has raised my concern here. I replied to it and it's been over two weeks now in getting a response back.

     

    Thank you for any assistance you can provide.

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  • MD158456

    Hi @Bruce Jason Balaoro? I wanted to check in with this to see if you happened to have any success with this. Please let me know if you require anything further from me in regards to this issue. Thanks again!

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  • Bruce B.

    Hello MD158456,

     

    Let me check once more and get back to you. Thank you for your patience.

     

    Feel free to reach out back to us by replying to this post or contacting our other support channels at https://www.jaybirdsport.com/en-us/support.html

     

    Warm Regards,

    Jaybird_Bruce

    Jaybird Customer Experience

    #PowerYourPassion

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  • MD158456

    Great, thanks @Bruce Jason Balaoro? ... any luck? Also, I am not sure why I would want to connect with any other channels as I am emailing your support directly and am contacting you (or trying to contact you 😂) on your official site.

     

    The big question for me is, are questions taking two weeks to answer? When I initially opened the ticket I got a reply the next day, so that is why I am confused and/or am thinking something must have happened with the reply email getting misdirected.

     

    Thanks again for any and all assistance you can provide!

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  • MD158456

    WOOHOO! Your magic did the trick, @Bruce Jason Balaoro !!! Thank you so much! Looks like I got a little extra appreciation for the wait, too. 😁 It is very much appreciated indeed, right back at you!!! Thanks again. 👍

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  • MD158456

    So perhaps I got a little TOO excited there @Bruce Jason Balaoro? .. it turns out there was a miscommunication/mistake in the email that I was sent by your support staff. Here is the reply verbatim:

     

    "We have been experiencing a higher than usual volume of email requests and we'd like to apologize for the delayed response to your email ticket. We just like to inform you that we have already processed the replacement of your device and you will receive an email confirmation within 24-48 hours. Once order request has been approved, there's no need for you to return the original unit, you should receive the replacement unit within 7-10 business days.

     

    For future reference your case number is 07110743."

     

    This made it sound like you were sorry for taking over two weeks to reply to my message, along with the words "device" and "unit" it clearly makes it sound like I was going to get a new replacement for my headphones (which was my original ask from case 05608948).

     

    However, seeing the actual shipment details, it only said "replacement part" which made me reply to the case to get clarification. This time it didn't take two weeks. ;)

     

    "We apologize for the confusion. Based on what we agreed on, you'll going to receive an accessory pack only for the Jaybird X2 and not a new headset. The replacement acessory is already in transit and you should receive it end of day tomorrow delivered by UPS."

     

    So it would seem, the little extra appreciation was not exactly that at all, unfortunately.

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  • Bruce B.

    Hello MD158456,

     

    Thank you for sending this. Don't worry, we will take note of your feedback and take the necessary action (if needed).

     

    Feel free to reach out back to us by replying to this post or contacting our other support channels at https://www.jaybirdsport.com/en-us/support.html

     

    Warm Regards,

    Jaybird_Bruce

    Jaybird Customer Experience

    #PowerYourPassion

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  • MD158456

    Thank you @Bruce Jason Balaoro? ... your engagement is much appreciated. I got the package yesterday and was thankful once I saw the delivered items. I hope you can understand my frustration. Half a month to get a reply that made it sound like I was getting something that I wasn't.

     

    I would also encourage your team to deeply reconsider your stance on supporting this "lifetime" warranty. All it does is foster ill-will towards your product and brand. Even if it is something like creating a new policy that gives us one free replacement under Logitech's new management. At least your customer gets something along with a bit of an advisement/awareness to plan for the future.

     

    That is better than what is happening now, which is 1-star reviews and resentment towards your organization. That is no way to run a business.

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