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Evolve Facebook customer support

Discussion in 'Evolve Skateboards' started by Axel, Oct 18, 2016.

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  1. Axel

    Axel Member

    Good day everyone,

    I've got a small problem with the german Evolve customer support on Facebook - it's taking them way too long to reply (generally 3 hours or so), and sometimes, they just read my message and don't reply at all. It wouldn't matter that much if we weren't discussing a payment problem (I won't further specify). They are kind and polite and I appreciate that, but the delay between my question and their answer is totally killing it.

    I haven't got the board yet so I can't rate it, but the customer support is definitely not great - not what I expected for the amount of money I paid for the board. Is it just me or has anybody experienced this too?

    Thanks for reading,
    A.
     
    Axel, Oct 18, 2016
    #1
  2. Alex

    Alex Admin

    I don't know the size of the operation over there, but if there aren't many people to answer customer service queries and there's lots of other things going on at the same time it may just take time.

    They may have read your message, but not had time to reply because they're rushed off their feet.
    Or they may have read your message but need to investigate things and get more info before they're able to reply.
    They may be on the road and read the messages, but not in a position to reply because they don't have access to the systems or info they need.

    This is why I'm really not a fan of read receipts.

    Honestly, I would just be patient. You can't always expect an immediate answer. I know in this day an age of instant messages and social networks we often desire an immediate reply, but that isn't alway practical.

    If it's incredibly pressing, try phoning them instead of using a social network.

    I wouldn't worry, I know you're excited and eager to receive your board, but give them time, I'm sure they'll come through :)
     
    Alex, Oct 18, 2016
    #2
    • Agree Agree x 2
  3. OP
    Axel

    Axel Member

    Yes, I am trying to be patient and I do respect that they might be busy. Also, I do not desire an immediate answer, 5-30mins is still fine. Unfortunately, I can't really phone because neither mine or theirs English is not perfect and I can't speak German at all.

    The reason why I am rushing this so much is because (I didn't want to go into further details but whatever) I have paid for the board using bank transfer - everything was fine, the payment was received, evolve sent me a mail telling me they have the money and now, when I asked them when will be the board shipped to my house, they told me they haven't received the payment yet. That is the only reason why I am so impatient. That's it.
     
    Axel, Oct 18, 2016
    #3
  4. Alex

    Alex Admin

    I understand that does sound concerning. But it sounds like they may need time to properly check their bank reconciliation. This may not happen until the end of the day, or they may not have immediate access to their online banking if they're not in the office.

    Dealing with banks and bank transfers can often be more time consuming than card transactions and other digital payment methods.

    If you're in communication with them I'm sure they're looking into it and will get back to you ASAP.
     
    Alex, Oct 18, 2016
    #4
    • Useful Useful x 1
  5. OP
    Axel

    Axel Member

    Well, one of the two members of the customer support actually ensured me that they received the payment, which was about a month and half ago, and the second member told me that it's not paid yet - happened today. I belive they just have an error in the database or so.

    Thank you for the reply though. I really appreciate that.
     
    Axel, Oct 18, 2016
    #5
    • Like Like x 1
  6. Alex

    Alex Admin

    Ahh right! I'm sure it probably is just a reconciliation or DB error.

    I imagine BT's are in the minority in the types of transactions they deal with in this day and age, so there could certainly have been a human error mistake that they'll get sorted.

    Let us know how you get on :thumbsup::punch:
     
    Alex, Oct 18, 2016
    #6
    • Useful Useful x 1
  7. OP
    Axel

    Axel Member

    Will do! And yeah, I used the BT because PayPal had this nasty big transaction fee. Thanks for help. :thumbsup::thumbsup::v:
     
    Axel, Oct 18, 2016
    #7
    • Like Like x 1
  8. Alex

    Alex Admin

    No worries, yeah those paypal fees are a bummer!
     
    Alex, Oct 18, 2016
    #8
  9. OP
    Axel

    Axel Member

    So the problem is resolved! I wrote them an email with all the information and in a few hours, the problem was gone! Seems like Facebook is not a reliable way of communicating with the customer support, on the other side, email is. I got a reply in a few minutes. This is how a good customer support looks like!
     
    Axel, Oct 19, 2016
    #9
    • Like Like x 2
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