How is our customer service to you?

[HarryT]

Originally Posted by frozennorth

That might be one of the reasons they consider dropping international orders. They are losing money on the shipping.

The logical solution to that is to increase the shipping price.

[JSWolf]

Originally Posted by HarryT

The logical solution to that is to increase the shipping price.

Then it is up to the buyers if they want to pay the increased shipping.

[gargoyle67]

I suppose with international orders any returns back to the buyer Astak have to pay, so I guess they lose money on each return, Although it still must cost a fair bit to ship within the USA ? Obviously not as much as international
Still have yet to receive any sort of shipping conformation regarding my order from Astak, Even after my second email to support asking for info, I still don't know if my orders shipped or what

[gargoyle67]

Ok so 4 emails later and still no reply I ordered my pocket pro 3 days ago and I still don't know if the orderer has even been processed
"How is our customer service to you?" Pretty bloody diabolical if Astak can't even take the time to reply to email.
I'll give them a few more days (and emails) and if I don't get a reply I'll start a paypal dispute under the unanswered email section

[Xerxes]

Sounds like they need some sort of automatic notice once the order is placed.

[kennyc]

Originally Posted by gargoyle67

Ok so 4 emails later and still no reply I ordered my pocket pro 3 days ago and I still don't know if the orderer has even been processed
"How is our customer service to you?" Pretty bloody diabolical if Astak can't even take the time to reply to email.
I'll give them a few more days (and emails) and if I don't get a reply I'll start a paypal dispute under the unanswered email section

Yeah. I feel for you. The same experience here. I said it before, I think they are simply swamped with the orders and returns.

[gargoyle67]

Like I said before, As with every company if your swamped and haven't even the time to answer emails it time to hire more staff, Being busy is no excuse in the cut throat world of business, If you get bad service people will go just else where, There are plenty of companies out there that take your money and offer good service

[Solicitous]

Originally Posted by gargoyle67

Ok so 4 emails later and still no reply I ordered my pocket pro 3 days ago and I still don't know if the orderer has even been processed
"How is our customer service to you?" Pretty bloody diabolical if Astak can't even take the time to reply to email.
I'll give them a few more days (and emails) and if I don't get a reply I'll start a paypal dispute under the unanswered email section

Well for starters paypal I understand you have to wait 45 days. Second, my email went unanswered for 2 days, so I rang Astak. Within minutes I was put through to Ruby who verified my order, gave me a tracking number and said the PP was shipped the day before. Yes, email communication is a little slack from them and I do question that a little, but my experience with the phone support has been brilliant. Despite previous emails going unanswered I did take a chance by ordering from them, and this far I am not disappointed in doing so. Give them a call and see how you feel after that before starting a dispute.

[kennyc]

Originally Posted by gargoyle67

Like I said before, As with every company if your swamped and haven't even the time to answer emails it time to hire more staff, Being busy is no excuse in the cut throat world of business, If you get bad service people will go just else where, There are plenty of companies out there that take your money and offer good service

Exactly. That's what all the temp employment agencies are about, eh?

[gargoyle67]

@Solicitous, Why should I have to spend extra money on an international call when there's email ? I think 3 days is more then enough time to expect a reply regarding an order. All web companies I deal with give a auto response when receiving an order and one when the item has shipped, How can Astak have a web shop and still not have even this basic service is beyond me It's not like I'm asking for the world
@kennyc, So true

[Xerxes]

Originally Posted by Xerxes

Sounds like they need some sort of automatic notice once the order is placed.

They do. I got a email this morning after you ordered one last night!

[griffonwing]

Yesterday morning, I sent an email requesting an RMA for a switch. I received a reply to my email a few hours later with an RMA number and an address to send the unit to. Also, they asked what service I preferred. If it was UPS they would email a shipping label. I got the shipping label a few hours after replying.

I'll be sending my unit back today. I figure a few days to get there, a day or two to process, and a few days to get back.

Customer Service, for me at least, is top notch. I give them 5 of 5.

[gargoyle67]

Finally go through to Astak regarding my order and got a tracking number, Although all the tracking number tells me is the date the package left the US, Ruby the woman that I spoke to told me they had sent me tracking details although I could find none in my email or at my SP email
interface. I just hope it arrives working and no duty due

[kennyc]

Originally Posted by gargoyle67

Finally go through to Astak regarding my order and got a tracking number, Although all the tracking number tells me is the date the package left the US, Ruby the woman that I spoke to told me they had sent me tracking details although I could find none in my email or at my SP email
interface. I just hope it arrives working and no duty due

[Robertb]

Originally Posted by gargoyle67

Like I said before, As with every company if your swamped and haven't even the time to answer emails it time to hire more staff, Being busy is no excuse in the cut throat world of business, If you get bad service people will go just else where, There are plenty of companies out there that take your money and offer good service

Dear Gargoyle:

Yes, we are busy... but, NO, you should not have to wait to be answered! Would you please phone: 1-866-368-8788!! OR... jot me a private message with your real name and shiiping address.

I am very sorry for the let-down in recent customer service. The main problem is we get flooded with people wanting updates after we have already shipped out. Then, there are 50-100 more people placing new orders that need shipping immediately. We do not mean to lack in contacting you back... we just need more people.

Call and get your answer immediately!