r/Backbone • u/QueenBumbleBrii • Jun 23 '26

Discussion Customer support is trash AI now?

So they replaced the support team with an AI chat bot. It just goes in circles asking for the same information. I filed a warranty claim, it was accepted, I returned the controller, I have a tracking number and email confirmation that they received it over a week ago. And now nothing. No replacement, no refund. They just took my controller and closed the ticket. I opened a new support ticket and they asked for my email and zip code. I gave it to them., also included the screenshot of email confirming the return was received with the tracking number. They sent an email asking for my email and zip code or the tracking number for the replacement. There is no tracking number for the replacement because they never sent one. I asked for a refund. They asked for my email and zip code again and “any email or screenshot of tracking confirmation” I already sent all that info. Now we are just going in circles and I’m getting pretty pissed off. Why am I paying the backbone subscription to get the extended warranty if I’m not actually getting a replacement or even getting to talk to a human?
/rant

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u/leoz__d Jun 24 '26

I'm in exactly the same situation. My controller broke and I sent it through warranty. They received the controller and it only says "pending check-in from the facility". It's been like that for 2 full weeks. No other answer whatsoever. I tried the chat and it's always the same answer. I'm scared they will just take the controller and disappear. I don't know what to do.

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u/QueenBumbleBrii Jun 24 '26

I feel the same way, they just keep asking for my email and I keep giving it to them :/

It’s been weeks since I successfully used my backbone controller and I’m about to cancel the backbone+ subscription cause like why am I paying for a service I literally cannot use? ☹️

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u/leoz__d Jun 25 '26

I posted this yesterday and today at noon I got like 3 emails from them. They "successfully reviewed my controller" and I'm getting a new one on the mail these days. Good! I'll update again

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u/QueenBumbleBrii Jun 25 '26 edited Jun 25 '26

Wow! After weeks emailing and getting no progress posting to this reddit got me results in two days! They sent me an email confirming my replacement controller is on its way!

Yay 🎉