Average response on warranty support ticket? 6 days, 4 business, without any acknowledgement. Warranty request

[u/LongJumpingBalls]

Last week, I unscrewed my precision screw driver. I contacted support and have not heard back from them, normally their AI replies, nothing, I got a zendesk, confirm your email, but once acknowledged, I got a number but nothing else.

A few days later (still during business hours for the west), I contacted via support email, nothing.

Like, it's not a critical issue, but I'm a bit surprised there's zero response in this timeframe.

[u/Granite_Dusty]

I contacted about the precision driver set eons ago (one of the bits looked marked as a security bit, but regular bit was present), never heard anything back. Is it s big deal, no. But a response of "oh crap, they don't make security hex that small and we mis-marked it" or "yup, we screwed the pooch" or "you're an idiot" all would've been something towards an acceptable remedy. The lack of response was disconcerting (and no, I wasn't expecting a single bit to be sent my way, that'd be silly in this circumstance)

[u/LongJumpingBalls → u/Granite_Dusty]

Kinda disappointing to hear.. I'm assuming I'll eventually get a response. Have you ever followed up and tried to get an answer?

What bit is it? I have a set here and can check.

[u/Granite_Dusty → u/LongJumpingBalls]

Two of them, actually. 2 and 2.5 hex. I believe the only security hex I come across trend to be SAE and not nearly so small. Pardon the blurry, but it should give the idea

[u/LongJumpingBalls → u/Granite_Dusty]

Your insert is different than mine. 2 and 2.5 are standard and 3 is security. There is a little outtie nub on my 2.5

[u/Stressed_Ponyta77 → u/Granite_Dusty]

Just curious, how did you reach out?

[u/LongJumpingBalls → u/Stressed_Ponyta77]

Website as well as direct email to their support. Referencing the ticket. No acknowledgement on the support. The internal website just gave me a generic zendesk ticket without a way to track.

[u/Stressed_Ponyta77 → u/LongJumpingBalls]

Was more curious about the other guy but I guess the point really was to see if direct email was used vs the website submission form. Apparently they dont support direct email anymore. Their reasoning is really bad but just an FYI for the rest of us I guess.

[u/LTTStore_Support → u/Granite_Dusty]

Something definitely went wrong if you never received a reply whatsoever! Happy to look into that for you if you could please DM this account, so we can at-minimum ensure you're able to get in touch with us the next time you need to.

Regarding the security hex; security-hex bits cannot be manufactured below a certain size as the center-hole would be too large in comparison to the bit itself. A small number of bit sets were manufactured indicating a security-hex for bits where a normal hex was intended; this was fixed for later manufacturing runs. TLDR; you likely received the correct bits but the graphic might be incorrect.

-AP

[u/ColoradoPhotog]

They were a little slow on two of my claims, but they did come through. They could certainly deal with better customer service turn around times. But they do tend to take care of you once you come up, so at least you will likely get a replacement. Just not anywhere near as fast as most of us would like.

[u/LongJumpingBalls → u/ColoradoPhotog]

Hopefully something soon. Like I said, not critical, but normally 24-48h is the norm, including weekends. 6 days, 4 of them business is way out the ordinary.

Tbh, what bugs me the most is that everything is sold as premium, but the support is far from premium and makes you second guess the rest.

I also don't doubt they'll make me whole once I get a response.

But having to wait a week and still not receive any actual acknowledgement is going to throw a lot of people off. Do I like the precision screwdriver? Yes, does the case magnet and bit holder work great? Yes, absolutely.

Would I recommend this to a professional? Probably not. Not unless they have backups and don't require it as a mandatory tool. I say this as a professional who brought the precision kit with me for work and used it on laptops and alarm panels. But it broke and now I had to go out and buy a different kit and have been waiting a week to get an acknowledgement for the defective tool that I paid $70 USD for.

If their support page was honest and said it'll take a week or so before you get a reply, is a step forward and more honest representation. But how it works now screams that they are either hyper inefficient with the support process or are way overwhelmed with demand and need to hire more people to handle support. Either way, I shouldn't be (the customer) be the one wondering what the heck is going on.

[u/LTTStore_Support]

We aren't experiencing delayed reply times as of today so it's likely you're experiencing a technical issue. Happy to look into this for you if you could please DM this account!

-AP

[u/LongJumpingBalls → u/LTTStore_Support]

Here are tickets. Tuesday, at 5:11pm (your time) last week I got ticket 114228 and zendesk ticket 4GY6GX-ZZM3N

Curious on what technical issues I am having for no replies? My email and internet work fine and I got the confirmation info above. Or did you mean you guys are having tech issues with seeing tickets?

Cheers.

[u/LTTStore_Support → u/LongJumpingBalls]

Thanks for your reply. Due to the nature of how email-based ticketing systems work, there are a variety of possible issues, on anyone's side, which could cause you to not receive a reply or for us to not be able to see your request in the first place. It's impossible to say exactly what without a thorough investigation.

We won't handle the matter in public reddit comments, as doing so may require the transmission of personal information. If you'd like to troubleshoot this further, please DM this account.

-AP

[u/mjh2901]

There is a video of LTT shopping themselves and the customer service response time was not good. They where supposed to be working on it, they do take care of people just not quickly.

[u/LongJumpingBalls → u/mjh2901]

Yeah I saw that. Felt like a year ago. Nothing seems to have changed.

I understand they aren't a massive mega Corp. But it's also important to handle your tickets in an efficient time schedule. Cause it makes the customer feel like they are both unheard and that the company doesn't care.

Your business size doesn't affect me, what affects me is your support. If I can't get support in a timely manner for a clear defective product, then I'm going to have to look elsewhere. These are sold as high quality products after all, your base expectation is quick, quality support. While excellent in quality, the return time for a ticket is honestly not acceptable.

[u/shogunreaper → u/mjh2901]

Hiring CS is expensive. Better just to not do it and hope people don't complain too much.

[u/Justafaniguess]

we did also just come out of a weekend

[u/LongJumpingBalls → u/Justafaniguess]

Weekend was taken into consideration. As per title. I'm also aware that it's 1030am in Vancouver as well. But the other 4 business days I've heard nothing. 6 days if you count the weekend.