EGO Email Support Ideas

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  • Idea
  • Updated 2 years ago
  • Implemented
Archived and Closed

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Does anyone here have any luck getting a reply after emailing EGO support/ EGO warranty support? I understand that they are backed up on emails because of high volume, but that has been the issue for months now. I would understand a week delay to answer email, but a month now and still nothing. I've sent follow up emails too. I also check my Spam folder just in case.

So I have a few suggestions:
1. Hire more people. Don't let the burden fall on the consumers.
2. Totally shutdown your email support. We've seen complaints about emailing support multiple times here and the usual suggestion is to call the number. I don't see the use of email then.

Thanks.
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Vincent

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  • frustrated.

Posted 3 years ago

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Dave .

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I always call when I need to ask Ego anything.  My one email went nowhere.  Responses from Jen on this forum are a good option as she checks in frequently.  She has been very helpful to me.
(Edited)
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Vincent

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Hopefully, Jen brings this up to her team. If she can respond to people in the forum, I don't see a reason why the Email support can't even after a month.
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Jennifer VandeWater, Community Manager

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Hi Vincent, we hear you loud and clear.  The customer service team is working on it and we'll really sorry you're dealing with such a delay in response.  They do have more staff in place for emails and the delay in response should be greatly diminished moving forward.  If there's anything specific you need help with, please let me know and I'll do what I can to help.
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twiteroo

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Vincent, did you have any luck with email response ? I got the email from BA last week in this thread (which is now closed for whatever reason)  who said it will take a day or two to get a response, its been more than 5 days now...am wondering now if email is futile.

I can understand a day, even 3, but I have seen other posts where people have been waiting for months lol. 

They are doing  mostly everything else right but this deal with the missing chute and lack of email response is really starting to make me wonder if I made the right choice.
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szwoopp, Champion

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Use the phone - its easy - and the people on the other end are friendly
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twiteroo

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You make it sound like we are scared the people on the other end of the phone might yell and bark at us. Have you read the numerous other posts about this deplorable approach to email response ?

I have no doubt about how friendly and nice and sweet the folks are. I'm just asking the company to get on with the times. 

There are some people who like to pick up the phone and talk coz they want to talk to someone, there are others who just dont have the time for it.

Calling a *&^(  number is so 80's. Please stop giving the same advice over and over.
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szwoopp, Champion

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please stop posting the same over dramatic complaints

"deplorable"  "bad email response = not making the right choice in a tool"

"don't have the time for a call" yet you have time to post the same complaints - hmmm

Are you really looking for a solution ?  Or just like to post complaints ?
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twiteroo

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looks like some people have a LOT of time in this world 

Look, dont make this a pissing contest, we just want EGO to improve their ways of support.

If you and others who 'like' you like it, so be it. I am just asking for the normal channel of support the world expects. 
(Edited)
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Jacob

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This isn't exactly egos customer support network. This is a community that ego created to allow peer to peer help. Also they use it to gather information and gives us a direct input into EGO for future products and enhancements. So it's not really a place for constant complaining. Say it once. They hear you. I get it that their website takes you here when you click on customer support.
(Edited)
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Jennifer VandeWater, Community Manager

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While we did offer email support, we are moving away from that system because we found that our turnaround time was lacking and not supportive enough for our customers. We hope that you get the answers and direction you need here on the community but, for specific requests and help, we strongly encourage you to contact our customer service team by phone where we have a larger staff to help answer your call quickly. Obviously, hold times are not ideal but do happen and for that, we apologize in advance. Please note that we are available from 8:30AM - 8:00PM EST on weekdays and 10:00AM - 6:00PM EST on weekends to help you. We are closing this thread now since everyone has had a chance to chime in with their opinions.
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Blue Angel, Champion

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This reply was created from a merged topic originally titled Like a Post From Email.

Idea: offer multiple options in email notifications of forum activity

Right now, when we get an email notification of a forum post in a conversation we're following, we're given one action option: Reply

How nice would it be to see three options?

1. Like
2. Like/Reply
3. Reply

The first option would allow you to like the post without having to visit the community page. This would be useful if you want to acknowledge a member's post if you don't intend to reply.

The second would just save a click and reload of the page if you intend to like the post before replying.

The third would be just as it is now, take you to the page where you can enter a reply.

Thoughts? I'm not sure if it's possible, but I think it would be a very handy thing to implement.

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