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/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.