Since
this reply, I wanted to do further tests on how long it takes Ledger to respond and handle client requests.
I made up 4 problems that I have with Ledger hardware wallets. I contacted their support on different days and times and from separate emails.
In addition to the made-up problems, I behaved differently towards the support. I acted calm and professional on two occasions. But, I also cursed and used profanity in my third email, and in the last one, I wrote like your average shitposter.
Let’s see how it went and what replies the Ledger support agents wrote.
Case #1Mellow like a melonOn 13 January at 8:26 CET, I contacted Ledger’s support pretending to have a display issue with my Nano S.
![](https://ip.bitcointalk.org/?u=https%3A%2F%2Ftalkimg.com%2Fimages%2F2023%2F11%2F12%2FtlsWd.jpeg&t=665&c=KaD4a8Y3mKEMWg)
At 12:11 on the same day, they replied back with this:
![](https://ip.bitcointalk.org/?u=https%3A%2F%2Ftalkimg.com%2Fimages%2F2023%2F11%2F12%2FtlkC5.jpeg&t=665&c=MwY7CUW0Zuh2wg)
They asked for my shipping info to send a replacement device if needed. I didn’t want to provide it, but I am still waiting on the email from the colleague mentioned by the support agent.
Update: On 14 January, 17:11 CET, I received a short message from the Order & Shipping team asking me to contact them for further assistance.
Case #2The shitposterI wanted to see how Ledger reacts when confronted by a non-English speaker who can barely write a few understandable sentences.
I sent them this beauty on 12 January 19:18 CET:
![](https://ip.bitcointalk.org/?u=https%3A%2F%2Ftalkimg.com%2Fimages%2F2023%2F11%2F12%2FtlY82.jpeg&t=665&c=63tu_Z-YVe8acA)
Their first reply came the following day, 13 January, at 12:37 CET. They asked me to provide information about the order. When and how I bought the device.
![](https://ip.bitcointalk.org/?u=https%3A%2F%2Ftalkimg.com%2Fimages%2F2023%2F11%2F12%2Ftlywc.jpeg&t=665&c=I4uAxKzpV6n2rg)
This is my second reply sent on 14 January 08:30 CET:
![](https://ip.bitcointalk.org/?u=https%3A%2F%2Ftalkimg.com%2Fimages%2F2023%2F11%2F12%2FtlJEP.jpeg&t=665&c=zl83mIMXYfBBHw)
And in the final message sent to me on 14 January 10:31 CET (time not shown on the screenshot due to the length of the email), they asked me for my shipping details. They said they would send a prepaid label to return the device and receive a replacement instead.
Case #3The aggressive jerkoffLet’s see how Ledger reacts when they get a support enquiry from a nervous customer who swears at them. The email was sent on 12 January at 19:58 CET.
![](https://ip.bitcointalk.org/?u=https%3A%2F%2Ftalkimg.com%2Fimages%2F2023%2F11%2F12%2Ftlr2j.jpeg&t=665&c=6WCwYNnesVbJUg)
In their reply on 13 January at 11:25 CET, they asked me to send video proof of my faulty device.
Case #4Cool and steadyI was courteous a 2nd time and asked how to fix the problem I was experiencing with my hardware wallet. The email was sent on 14 January at 8:38 CET.
![](https://ip.bitcointalk.org/?u=https%3A%2F%2Ftalkimg.com%2Fimages%2F2023%2F11%2F12%2FtlLrD.jpeg&t=665&c=YQtXyrVHTfBrKA)
Their reply came at 12:25 CET on the same day.
![](https://ip.bitcointalk.org/?u=https%3A%2F%2Ftalkimg.com%2Fimages%2F2023%2F11%2F12%2FtlcWf.jpeg&t=665&c=dHjhL-oK2ijbzg)
ConclusionIn all cases, I received a reply from Ledger the same day or during the following day (if the email was sent in the evening hours).
Regarding Case #1, I am still waiting to hear back from the order & shipping team. I will update this thread when I get it. OP has been updated with the email send from the appropriate department.
As we can see from the 4 examples, they responded to me no matter if I acted calmly or used profanity. The non-English speaking shitposter also got the help he needed. I didn’t want to waste their time too much, so I only did this test with 4 fake problems. I could have done it with many more but didn’t want to.
A tip to those contacting Ledger support:Make sure you fill out the support form correctly!
It is possible to send a message without filling out the ‘What is your problem?’ field. You don’t get an error message that your support inquiry wasn’t sent. However, you don’t get an automated reply from Ledger, a ticket number, and feedback that you will be contacted asap. Fill in all the fields.