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sarah11918 · 04-14-2010, 12:23 AM

OK, I wrote a post but was waiting to post it to see whether I'd change my mind. (If you want to know why, just look at my sig. I take what I post very seriously, and try to make sure I'm neither butting in and sounding off too prematurely nor letting something slide that shouldn't.) I've decided to post it, though. I don't know if it will sound as understanding and supportive as I intend it to be (because I understand why you're frustrated), but I think it's honest.

PS, you got the quote wrong, but either way, *I* have experienced both ridiculous and unrealistic levels of service.
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Edit: Quote deleted by administrator from user's request

Of course, do what you want, and have whatever expectations of the company you want, but if this is the right product for you, then I think you're being a little harsh and only hurting yourself.

Firstly, some of us did wait *months* after (pre-)ordering, and yes, we all had certain things happen that we wish we'd had the edge for. (Like, if I had known they were going to freely and unexpectedly expedite shipping to next day for us first-wave pre-orders, then I could have received it locally and not have to then ship it to Mexico and pay an extra $200 in shipping and duty.)

Secondly, yes there have been bungles, and many of them have happened to us after we have received our machines, not before, which is a lot more frustrating (especially being in Mexico). If you look around the posts, I think you'll see a LOT more positive comments re: customer service than negative comments. I have had a lot of back luck and have every reason to be sour on the experience but received incredible responsiveness and support from the company, the details of which I've been hesitant to mention because I don't want to set up unrealistic expectations for others. (Which is probably why your comments compel me to stand up for them.)

But suffice it to say, if you work with the company, they will take care of you. I'm sorry you have to wait a few days, and I'm sorry that means you've decided that it's not even worth trying the product.

We all know how frustrating shipping delays are. Heck, I got screwed (will this be my 3rd bleep?) because my machine arrived *early.* We all watched our tracking numbers with anticipation and yes, if you'd posted about having to wait a few extra days without questioning the company's integrity, we would have ALL been commiserating with you. But, I don't think I can let this go without calling out your comments about enTourage, which I'm sure were simply made out of frustration.

I am sincerely sorry there were errors and miscommunications with your order, as there clearly were. I'm sure this won't make you feel any better, but your experience with getting the issue resolved is the exception, not the rule. If it were my company (and I have owned my own company), I would want customers sticking up for me where it's warranted. And, *I'd like to think* that if I were the rare customer to have a bad customer service experience with a company that otherwise provides stellar problem resolution, I'd be woman enough to not want my rant ('cuz you know I'd still rant! I'm only human, after all!) to unfairly tarnish a reputation. After enough time and tequila, I'd like to think I'd be more concerned with being fair than being right.

I hope you get your eDGe soon, and I hope you run the system update and then find out you love the machine. Either way, I hope you post about what you do or don't like about it so we can all learn from it. I hope you don't take this post as a "flame" but just a response from a member of this community doing what she feels is right.

04-14-2010, 12:23 AM	#18
sarah11918 Edge User	OK, I wrote a post but was waiting to post it to see whether I'd change my mind. (If you want to know why, just look at my sig. I take what I post very seriously, and try to make sure I'm neither butting in and sounding off too prematurely nor letting something slide that shouldn't.) I've decided to post it, though. I don't know if it will sound as understanding and supportive as I intend it to be (because I understand why you're frustrated), but I think it's honest. PS, you got the quote wrong, but either way, I have experienced both ridiculous and unrealistic levels of service. ------------------ Edit: Quote deleted by administrator from user's request Of course, do what you want, and have whatever expectations of the company you want, but if this is the right product for you, then I think you're being a little harsh and only hurting yourself. Firstly, some of us did wait months after (pre-)ordering, and yes, we all had certain things happen that we wish we'd had the edge for. (Like, if I had known they were going to freely and unexpectedly expedite shipping to next day for us first-wave pre-orders, then I could have received it locally and not have to then ship it to Mexico and pay an extra $200 in shipping and duty.) Secondly, yes there have been bungles, and many of them have happened to us after we have received our machines, not before, which is a lot more frustrating (especially being in Mexico). If you look around the posts, I think you'll see a LOT more positive comments re: customer service than negative comments. I have had a lot of back luck and have every reason to be sour on the experience but received incredible responsiveness and support from the company, the details of which I've been hesitant to mention because I don't want to set up unrealistic expectations for others. (Which is probably why your comments compel me to stand up for them.) But suffice it to say, if you work with the company, they will take care of you. I'm sorry you have to wait a few days, and I'm sorry that means you've decided that it's not even worth trying the product. We all know how frustrating shipping delays are. Heck, I got screwed (will this be my 3rd bleep?) because my machine arrived early. We all watched our tracking numbers with anticipation and yes, if you'd posted about having to wait a few extra days without questioning the company's integrity, we would have ALL been commiserating with you. But, I don't think I can let this go without calling out your comments about enTourage, which I'm sure were simply made out of frustration. I am sincerely sorry there were errors and miscommunications with your order, as there clearly were. I'm sure this won't make you feel any better, but your experience with getting the issue resolved is the exception, not the rule. If it were my company (and I have owned my own company), I would want customers sticking up for me where it's warranted. And, I'd like to think that if I were the rare customer to have a bad customer service experience with a company that otherwise provides stellar problem resolution, I'd be woman enough to not want my rant ('cuz you know I'd still rant! I'm only human, after all!) to unfairly tarnish a reputation. After enough time and tequila, I'd like to think I'd be more concerned with being fair than being right. I hope you get your eDGe soon, and I hope you run the system update and then find out you love the machine. Either way, I hope you post about what you do or don't like about it so we can all learn from it. I hope you don't take this post as a "flame" but just a response from a member of this community doing what she feels is right.