On June 13, 2018 at 20:29, skynyrdfan said...
...due 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...
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.
