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Title: How long to get BFL to answer support email? Post by: wknight on August 16, 2012, 08:13:34 PM Anyone know how long it takes for Support to email you back? I have a defective lower fan that I have on one of my singles I just received. Waited 2 months for these things and I get a fan that goes out on one. Was hoping to get an email back today.
Anyone know long long it takes normally? Title: Re: How long to get BFL to answer support email? Post by: crazyates on August 16, 2012, 08:30:58 PM Anyone know how long it takes for Support to email you back? I have a defective lower fan that I have on one of my singles I just received. Waited 2 months for these things and I get a fan that goes out on one. Was hoping to get an email back today. Anyone know long long it takes normally? Its taken them sometimes upwards of a week and a half to get back to me. Title: Re: How long to get BFL to answer support email? Post by: Morblias on August 16, 2012, 08:59:29 PM They are caught up with their backlog and have been pretty quick to respond lately. My last 2 emails were answered about 2 hours after I sent them.
Title: Re: How long to get BFL to answer support email? Post by: ||bit on August 16, 2012, 09:10:48 PM They are caught up with their backlog and have been pretty quick to respond lately. My last 2 emails were answered about 2 hours after I sent them. A week is more typical from my experience on average issues. However, I submitted a problem in email a few days ago and got a tech support response in one day. I responded after considering the advice, and have been waiting for follow-up for a few days now. The firs time I needed tech support it was closer to a week. But the follow ups were a couple days apart. BTW: The defective one worked for maybe three weeks before failure. 10+% fail rate in the first month. If I am not mistaken, gigavps had one of his four minirigs fail soon after receiving it. I'm curious what they are doing for QA... e.g. Are they implementing six-sigma. ||bit Title: Re: How long to get BFL to answer support email? Post by: BFL_Josh on August 16, 2012, 10:57:33 PM I am working on getting the customer service response situation streamlined and working well. Still probably a week or two away from that.
What email address have you sent your request to? Title: Re: How long to get BFL to answer support email? Post by: wknight on August 16, 2012, 11:26:20 PM I sent it to support@butterflylabs.com. Subject is RMA on BFL Single.
Title: Re: How long to get BFL to answer support email? Post by: BFL on August 17, 2012, 04:36:54 AM I sent it to support@butterflylabs.com. Subject is RMA on BFL Single. Please use office@butterflylabs.com and I think you'll find excellent response time now that we've taken care of the CS backlog. Title: Re: How long to get BFL to answer support email? Post by: wknight on August 17, 2012, 03:08:33 PM Yup I received an email at 6:30am this morning. This makes me very happy to see. Thank you!
Title: Re: How long to get BFL to answer support email? Post by: 322i0n on August 17, 2012, 04:19:14 PM i used the contact form on the website almost two weeks ago and no repsonse still.
Title: Re: How long to get BFL to answer support email? Post by: bitblazing on August 18, 2012, 12:30:01 AM I have sent two emails on the status of my order and have not heard a response yet.
Title: Re: How long to get BFL to answer support email? Post by: wknight on August 21, 2012, 01:17:04 PM Well yesterday i received a fan for both upper and lower.. they wanted to make sure they sent the correct one.. They also sent it Priority Mail! I am a very happy customer. BFL single is back up and running with no problems at all. Thanks again BFL!
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