The hold times still suck. Yea we can do the call use back thing, but we are still waiting for a phone call back over an HOUR !! Not good when you are onsite.

And the other thing that drives me nuts that you guys do is when you announce on your website that Customer Service and Tech Support teams won't be available for a couple of hours. REALLY !! Its one thing for maybe customer service maybe being limited, BUT even tech support, to NOT be around?

We wait hours now when tech support is around. I can't imagine the backlog when its 2 hours of break time, meeting time, or whatever your excuse is to shut down tech support to us dealers !!!

The support I have received from Snap has always been above par. I just had a problem on an 8 x 8 matrix with hdbaset built in. $$$
We went through many hours of trouble shooting, could not get it resolved. I was told that nothing more could be done since it was out of warranty. I normally would say ok to that. But do to the high cost of this item, I did take it to the next level. I was told by a supervisor they would get back to me later in the day. Never heard back. I called the following Monday and spoke with another agent. He said he would leave a message for the supervisor. Friday after work I arrive home to find a brand new replacement unit at my door step..

I can not tell you how appreciative I am that SNAP AV came through with flying colors.. Most manufactures would have not done this.. Again the unit was out of warranty.. Great job Snap...

Sky, your story is not abnormal from other Snap dealers. I do feel however, given the need to maximize profits and new owners, these stories may become less frequent. And, they would not be wrong to stick to warranty and policy. But good to hear that they know the DEALER is still their source of income. No dealer, no income. Less dealers, less income.

Don't get me wrong, their support is great and goes ALL out to help us. It's just when you have to call and your waiting and waiting..

Snaps support has been above and beyond what we get from other distributors and many manufacturers. They seemed to be going through a growth spurt that is typical in this industry in that they are starting to tighten their belt on dealer requirements. They are still easy to do business with but I think they are trying to back away from servicing the lowest tier in our profession.

I totally agree with you, but this is sure a mixed-message report.
Let's say the day you refer to is a Friday. This implies maybe all the troubleshooting happened on the day before. On Monday, no information. Friday there's a unit on your doorstep.

On the one hand, this is unbelievably laudable, but if I'm counting right, you and your customer were left in the lurch for at least eight days, with zero communication from Snap as to whether you and your client were just SOL.

What if you had quickly come up with a design and a product to replace the Snap unit? Unlikely, but possible. What if you had ordered it, and, God forbid, paid in advance for it? While Snap was not telling you a replacement was on the way.

You could have lost your client during that time. Surely Snap could have phoned the moment they decided to ship a replacement.

I think because it was out of warranty they are allowed to take a little time to go through the channels of management to make a decision.. then the unit takes 2 days shipping from NC to South Florida..

Okay. And THEN, before the

they should call and tell you what's going on. I don't understand defense of not calling at all.