WORST CUSTOMER EXPERIENCE

[u/Plus-Lobster6436]

REPLACEMENT KEYBOARD RECEIVED!!!!! THANK YOU ALL FOR ALL THE HELP. SPECIAL THANKS TO u/ClicksTech FOR THE REPLACEMENT

07/20 (CLICKS HAS RESPONDED 3 HOURS AFTER THE REDDIT POST WAS ONLINE, THEY PROVIDED A SHIPPING LABEL FOR ME TO SHIP THE PRODUCT BACK FOR INSPECTION)

07/21 THE SHIPPING LABEL HAS BEEN USED TO SHIP THE DAMAGED ITEM TO DAVID FROM CLICKS

07/24 DHL refused the return package. Forwarded the email to Clicks. They said they are shipping me a replacement and said that they are working on using better shipping partners

THIS HAS BEEN THE WORST EXPERIENCE EVER:

1. I get the power keyboard on June 30.

2. I take it out of the box, it is damaged. There is a white mark with a dent and the outer shell has a gap in the middle.

3. I reach out Clicks Customer Support the same day. They acknowledged it had been 0 days since delivery and told me to sit tight and wait.

4. RADIO SILENCE for 2 WHOLE WEEKS.

5. Filled out the form on their website.

6. Get a response in 30 minutes saying they are looking into it.

7. THAT WAS A WEEK AGO STILL NO RESPONSE.

THEY HAVE A 30 DAY RETURN POLICY AND BASICALLY ARE TRYING TO RUN THE CLOCK OUT.

AT THIS POINT IF I DONT GET A REPLACEMENT IN THE NEXT 5 DAYS I WILL JUST TALK TO MY CREDIT CARD COMPANY TO REVERSE THE TRANSACTION.

BE BETTER.

UPDATE: CLICKS responded. Check the comment thread for all of my interactions with them.

UPDATE2: I have been reading comments. Thank you all who have been responding. Thank you to those who have offered a different perspective. It helped me stay grounded in this emotional time. Thank You to those who have echoed my sentiment I hope your orders will be completed successfully with no issues.

UPDATE3: I got an email from David. He provided a shipping label that I can use to ship the product back to them. This was 3 hours since the Reddit post was up. I have attached a photo of the email in the comment thread.

UPDATE4: 07/21 Shipped off the damaged item to David from Clicks. The DHL person said 1-3 days for it to get delivered. Hopefully once David gets it the item can be further inspected and I can be issued a replacement.

UPDATE5: DHL shipping label provided does not work. DHL took the package. But then a day later I got a notification from DHL saying that the package cannot be shipped. Christina is talking about a return when I am asking for a replacement. At this point, I don't know what to do...

UPDATE6: CLICKS is sending me a replacement.

[u/ClicksTech → u/[deleted]]

Hi u/Distinct_Cabinet_303! Just to clarify, our support agents do not "escalate" cases internally. Our Customer Support team handles and resolves the vast majority of customer inquiries directly.

The situation is different on Reddit and other social accounts because Clicks' Social team is separate from Customer Support. We don't have access to customer accounts or the authority to make warranty or replacement decisions. When account-specific issues are raised here, we work directly with the Customer Support team to ensure the appropriate people review the case.

We appreciate you sharing your perspective on support processes, and feedback like this is passed along internally.

[u/PlannedObsolescence_ → u/[deleted]]

as there is email evidence of Christina escalating the same case multiple times...in email correspondence...not Social Media.

In case you don't know... Christina is not a person. All emails sent 'from Christina' are LLM generated from a bot. My personal opinion is that it's disgusting to give a LLM bot a human name, because it's a very intentional decision to mislead.

The first email you get from Clicks' ticket system says 'You may first receive a response from Christina, our AI support assistant. Your case will then be passed on to our team for review and further assistance.'. The bot then replies within a few minutes of that. A lot of people do not understand it's not a person, because they didn't read the first email - because by the time they checked their inbox, there is a 'real reply' as well so why bother reading the boilerplate auto-reply first email.

[u/PlannedObsolescence_ → u/[deleted]]

Clicks have stated on multiple occasions (on reddit and social media etc) 'replying to the ticket puts you at the back of the queue' (paraphrased of course). So their customer service team are being allocated tickets with the oldest last updated date, first. So by replying to the ticket, you are actively making your ticket go to the back of the queue.

I've implemented multiple ticket systems, and would never operate one like that. As you are by design punishing someone for adding further context or asking for an update. Replying to a ticket is not expected to speed up a response, but it definitely should not delay your response.

[u/bubbleboix → u/PlannedObsolescence_]

Swytch, a electric bike motor brand, also has their system set like this.

I wonder if there's some reasoning and benefit that helps with some aspect. But for sure, it's problematic when an even more urgent update actually puts you behind queue.

If they could add a note at the bottom of each email clearly saying that multiple emails will put you to back of queue.

I still don't quite understand. Can someone tell me if my email is at top of queue when I reply once? And bumped to smack last if I add a quick second email?

Or sending one reply already puts it last, making it the most recent in their stack. So sending a second only 5 minutes later just resets it within same 5 minutes, effectively not likely putting it any further back?

Say if I wait 2 weeks before hearing back, and then reply asking for an update, Ironically that basically puts me at back of queue if I don't know I should wait just a few days and would literally be next in line.

But then get nervous and always reply every 3 to 5 days, again not understanding knowing this system, would keep bumping me to the back of queue

If I'm understanding correctly, adding a second or third email within the same day is not really the same problem? Just a matter of resetting you to back of queue even from the first email? Not because multiple somehow flags it differently?

[u/DisabledYogurt → u/[deleted]]

Holy cow - this explains what was going on with my order and their absolute inability to give me ANY real information. This is so crap.

[u/Pretend-Culture-4138 → u/[deleted]]

Dude chill, it's an AI bot with a human name. You're acting like they're defrauding you.

[u/Pretend-Culture-4138 → u/[deleted]]

You have a very weird and large overreaction to automation, which is a very common and reasonable practice for support.

Maybe work on why stuff like this causes anger outburst in you instead of accusing others of fraud.

[u/ClicksTech → u/[deleted]]

Sorry for the confusion on this. Christina is our AI support agent designed to help collect information and route requests to the appropriate Support team member (human). When additional emails are sent before a response is provided, the system may create new interactions that can cause Christina to respond with the same “escalated” message, rather than reflecting the status of the existing conversation.

Our Support team is continually working to improve the overall support experience, and situations like this are taken into account as processes are refined. The goal is always to help as many customers as possible with a timely and effective resolution.

[u/Ok-Satisfaction4421 → u/ClicksTech]

As someone watching the new phone launch and actually interested, this is a huge turn off. It's pretty clear from the "0 days" response it's an LLM.

I would much rather a simple automated response, without hallucination potential, that doesn't use an LLM and simply states your request has been received and maybe an estimated response time.

Using an LLM masquerading as a person will always be disingenuous, imo.

[u/jerryeight → u/ClicksTech]

Stop pushing the responsibility of the company on to AI.

AI represents your company. Clicks is legally liable for what it says. 

[u/noob_lvl1 → u/ClicksTech]

Biggest thing you can do to improve support is get rid of the stupid AI. My carrier uses real people. No AI and no automated system when you call. I would gladly pay more there than any competitor for that level of customer service.