How long to get BFL to answer support email?

[wknight]

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?

[crazyates]

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.

[Morblias]

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.

[||bit]

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

[BFL_Josh]

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?

[wknight]

I sent it to support@butterflylabs.com. Subject is RMA on BFL Single.

[BFL]

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.

[wknight]

Yup I received an email at 6:30am this morning. This makes me very happy to see. Thank you!

[322i0n]

i used the contact form on the website almost two weeks ago and no repsonse still.

[bitblazing]

I have sent two emails on the status of my order and have not heard a response yet.

[wknight]

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!