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SmartHalo-User-Group / SmartHalo-2

SmartHalo User Group (https://www.facebook.com/groups/smarthalousers)
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Takes too long for SH Support to respond to non-shipping related issues #18

Closed nzwaneveld closed 3 years ago

nzwaneveld commented 3 years ago

Long delays before Support responds to messages sent to support@smarthalo.bike (> 1-2 weeks). This is seriously harming the SmartHalo reputation.

Recommendation to split ticket stream: 1) delivery related stream 2) dead-on-arrival / damaged during shipping 3) functional / technical issues

ad 1) Create a page where backers/buyers can see the shipping status (per country/state/batch)

ad 2) scan the queue daily for anything that seems to be related to units that arrived dead-on-arrival and/or have been damaged during shipping. This needs to be addressed with the highest possible priority.

ad 3) group the functional/technical issues and make use of the issue tracker that the SmartHalo User Group is maintaining. Things escalate if users are not seeing that their issues are being responded to. If a personal message is (temporarily) not possible, then a publically accessible issue tracker is the next best thing.

nzwaneveld commented 3 years ago

SH had a huge backlog due to many shipping queries. Support has already reduced backlog to 5 days, and continues to improve their response time. Closing issue, as I believe that it is fixed and will continue to be optimized.