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Topic:
SnapAV hold times - 2
This thread has 24 replies. Displaying posts 1 through 15.
Post 1 made on Tuesday October 10, 2017 at 16:02
Zohan
Super Member
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3,096
Can we stay on topic this time kids.

Nothing has improved since the first thread (5 months ago)

I started this latest round last monday 10/2 when I had a bad product. I was onsite and had other things to do but I stayed on hold for 10 minutes or so with no one picking up and then I chose the option to be called back.
That was 8 days ago, still waiting on that call.

Since then I have called at least 2 other times possibly 3 but definitely 2 I know of.
Once I was on the hold pattern for 7 or 8 minutes and gave up.
Then I called again today and was in the hold tree for about 20 minutes.

Are you f**king kidding me snap!?

This started about a year ago and I was told the typical spin bs, 'well we're growing and we are training new tech support personnel but that takes a little time'.

It's well past excuse time, WELL PAST.....
Post 2 made on Tuesday October 10, 2017 at 17:10
3PedalMINI
Loyal Member
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Posts:
July 2009
7,860
I called last week and this week reguarding an RMA for a product I accidentally ordered on a Sunday night. Both times were answered in under 3 minutes.

This being said, we should have the ability to cancel an order online up until it gets processed in the warehouse. I caught the mistake after I hit processor order and it was too late.
The Bitterness of Poor Quality is Remembered Long after the Sweetness of Price is Forgotten! - Benjamin Franklin
Post 3 made on Tuesday October 10, 2017 at 17:15
slobob
Long Time Member
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Posts:
February 2004
225
Holds are typicaly 5-10 min, but I usually choose the call back option. And they do, within 10-15 min in my experience....
Post 4 made on Tuesday October 10, 2017 at 18:30
kgossen
Super Member
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March 2008
3,026
My experience has been good as well. Don't think I've ever waited longer than a few minutes.
"Quality isn't expensive, it's Priceless!"
OP | Post 5 made on Tuesday October 10, 2017 at 18:48
Zohan
Super Member
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3,096
So im just the lucky one?

They're probably talking with you guys when im calling.
Post 6 made on Tuesday October 10, 2017 at 19:03
Trunk-Slammer -Supreme
Loyal Member
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7,454
On October 10, 2017 at 18:48, Zohan said...
So im just the lucky one?

They're probably talking with you guys when im calling.

They hear you breathing hard and figure it's some old weirdo.....:-)
Post 7 made on Tuesday October 10, 2017 at 19:09
Tom Grooms
Long Time Member
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March 2014
129
Snap AV, the Harbor Freight of the wholesale electronics industry
OP | Post 8 made on Tuesday October 10, 2017 at 19:11
Zohan
Super Member
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September 2010
3,096
On October 10, 2017 at 19:03, Trunk-Slammer -Supreme said...
They hear you breathing hard and figure it's some old weirdo.....:-)

;)
Post 9 made on Tuesday October 10, 2017 at 21:57
Ranger Home
Super Member
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June 2007
3,486
If i wait for more than a couple minutes, I use the call back options. I dont recall it every being more than 15 minutes.

Tom, you're clueless bud. No idea what you're talking about. Educate yourself please and knock off the old rhetoric. Your story is years old. Actually, nevermind, my guess is you cant teach an old dog new tricks. Sad.
Post 10 made on Tuesday October 10, 2017 at 22:33
Fins
Elite Member
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Posts:
June 2007
11,627
Their hold times have gotten a bit long. But if I don’t feel like holding I use the call back option, and like everyone else, that’s always been reasonable. Send GPaul an email
Civil War reenactment is LARPing for people with no imagination.

Post 11 made on Wednesday October 11, 2017 at 09:12
Proggieus
Long Time Member
Joined:
Posts:
October 2005
434
I called in last week, call answered in about three minutes. I explained what was happening and what I had done to troubleshoot.

Tech supports next question was if ground shipping would be ok or did I need it faster.
Post 12 made on Wednesday October 11, 2017 at 10:02
lippavisual
Senior Member
Joined:
Posts:
December 2007
1,458
My experience when calling has been about the same as everyone else here.

However, I find the OVrC support is lacking. I had an install that I used 3- 48 port POE switches. Install completed mid August and the switches connected to my account.

Fast forward to when they had a server leak or whatever it was in mid September, I no longer have access to those switches. All of them say not connected to cloud.

I've tried disabling and enabling cloud service and also rebooting them. Nothing will make them connect.

Support keeps telling me it's my router or firewall settings. I keep saying they connected when installed and stayed connected until this leak. I also keep telling them that the network hasn't changed since install.

Now my emails/issues are being sent to someone else for review. Let's see how long I'll have to be dealing with this until its resolved.
Post 13 made on Wednesday October 11, 2017 at 10:07
Duct Tape
Loyal Member
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Posts:
November 2008
5,295
maybe they put your phone number on a blacklist since you come to RC to complain about them instead of talking to your rep first hand.  i understand it is frustrating, but if you want to maintain a good relationship, i wouldn't post in a public forum about hold times.  (that's what IP is for)
[Link: facebook.com]
OP | Post 14 made on Wednesday October 11, 2017 at 17:33
Zohan
Super Member
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September 2010
3,096
On October 11, 2017 at 10:07, Duct Tape said...
maybe they put your phone number on a blacklist since you come to RC to complain about them instead of talking to your rep first hand.  i understand it is frustrating, but if you want to maintain a good relationship, i wouldn't post in a public forum about hold times.  (that's what IP is for)

Sure, I did that the first time, and then the 2nd time. After that it's justified.
OP | Post 15 made on Wednesday October 11, 2017 at 17:33
Zohan
Super Member
Joined:
Posts:
September 2010
3,096
Anyway, Erik from Snap contacted me today after reading the thread.
We spoke about some things that are causing the delays and what they are implementing to make it better.
He gave me alternate contact options in case I cant get through to phone support.

Thanks for the contact Erik.
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