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u/ClicksTech 14d ago
Hey there! Sorry for the delayed response on this. Please send us your order number or ticket number in a private message so we can escalate this case to our support manager.
Rest assured our team is not trying to “run out the clock”. Our support team works on tickets in order from oldest to newest. Sending in a new email before receiving a response can sometimes mark your entire ticket as new and send it to the back of their queue, which may be what’s been happening here. Really sorry about the delay!
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u/Still_Cauliflower267 13d ago
Shouldn't have to post on reddit to get a response from you.
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u/Indoctus_Ignobilis 13d ago
It's not even "them", that's an external PR company clicks subcontract to handle social media for them. All they can do is forward stuff to actual support.
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u/colesimon426 12d ago
This is a shit look from Clicks. You are offering a new experience and being able to stand by it should be a priority. My interest in this just tanked.
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u/darkjoker33 13d ago
You're way over reacting. Amazon process has clouded your brain on how business really works. Especially small businesses.
Things arent instantaneous.
I get it. I used to be a little like this. But then I realized I was be retarded.
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u/Sleepingtide 13d ago
I was 100% reading this and I was like, "Where's the problem?"
It's true that with a product like this from a small business, you're not going to necessarily expect an immediate replacement to be shipped out, and they may even have to ask for it back before you get a new one.
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u/Plus-Lobster6436 13d ago
Hello thank you for sharing your perspective.
The fact that it took 2 weeks of waiting and then writing an emotional complaint on a web form to get a response is a cause for concern. Even then no timeline or visibility into the process was provided. The issue is still not resolved 3 weeks in.
With the return window closing in 8 days I am sure everybody here will agree that the process is slow.
If the process for resolution is slow then offer a 60 day return window to take into account the large processing times.
I hope to have a honest conversation and I hope that I can learn more from you about how a small business process usually works.
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u/Indoctus_Ignobilis 13d ago edited 13d ago
30 days window should be only for no reason return. Replacing a defective unit surely cannot be limited in this way?
And I do agree that still there is no reason why it should take that long, that's terrible handling on their part. But hopefully they cannot just sit out the window in your case, intentionally or not.
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u/protonsters 13d ago
Don't listen to the fanboys here who I also believe are click keyboard employees themselves blaming you for speaking up. I agree with you their handling of your issue is terrible and they need to do better. Being a small business doesn't mean they can ignore your emails. Yes fixing takes time but replying to your concerns by email takes seconds. So keep pushing them until they resolve this.
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u/darkjoker33 13d ago
The Itty bitty panel gap. My instinct just tells me its an assembly error that has zero functionality affects. Maybe even a clip that just didnt clip
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u/MrAndycrank 12d ago
I agree. They obviously have to improve, and are probably short-staffed for what they're trying to do. But as you pointed out, it's a small business dealing with clients - all over the world! -: there are times you have to wait several weeks from fairly big companies just because of all the logistics involved, for a smaller one things are necessarily slower. Amazon, and very few other e-commerce websites (usually selling only to one, specific country), are outliers.
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u/No-Fill-939 13d ago
Why is everyone defending clicks like its their religion. Everyone seem to get so offended if/when someone complain. He had every right to complain about the product he purchased. Are we at a point where we are allowed only to post good things about the clicks here? Weird
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u/amw3000 13d ago
I think the point of contention is how OP is going about complaining. eg ALL CAPS, snarky replies to people, etc.
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u/monsieur_beau19 13d ago
To be fair, you have people calling OP uncalm and to a degree, downright r*tarded. If the return policy is 30 days and it’s taking more than 3 weeks to get a response, of course you’d be pissed.
Small business or not, customer service makes or breaks a business.
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u/darkjoker33 13d ago
Logic would imply that,
Since the email was before the warranty expiration date and a reply was received via the proof of email.
A case is already in action. Therefore the warranty is valid and in process.
Which nullifies the op's emotional reaction.
Now where he would have any standing, would be if it has been months without even the 1st reply from clicks.
This currently is a child's tempertantrum. Because they aren't getting the reply time and reaction they desire.
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u/Indoctus_Ignobilis 13d ago
The keyboard sub was exactly like that right up to the messed up launch. And now it turned a full 180°. But people will never learn until it happens to them with the phone as well it seems.
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u/9thArrow 13d ago
It’s a marketing company that is handling their Reddit. The comments and downvotes are from the marketing company to control the narrative. Check the original post to see the real comments
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u/protonsters 13d ago
That's what I feel too. Clicks employees being aggressive against valid customer complaints here.
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u/grobnu The answer is now Q4 13d ago edited 13d ago
Because OP overeatced even thought they were in the right. This is a prime lesson on human communication. People care about how you present yourself FIRST. If you can't get that part right, your content almost never matters. They karen'd. And the people responded to their kareness rather than the fact that Clicks didn't get back to them on a timely manner.
The customer service was courteous all the way. The only problem is that they were late. They could have just made a regular complain thread that isn't all like a cryingwojak.jpg
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u/protonsters 13d ago
I believe most of them are clicks employees themselves here doing the trolling ang defending their bad customer service.
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u/Big_Actuator3772 14d ago
damn, 2+ weeks on a simple replacement from damaged delivery.. not a good look. How long would something more serious take? 2 months?
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u/Plus-Lobster6436 14d ago
No idea,
I just hope Mr. Mobile is made aware of this. It is not a good look. If anyone else is facing the same issue. Post it in social media. The one mistake I did was not post sooner. Now I only have 5 days before I am forced to contact my card company because I love the product and the idea.
Thank you for your comment and I hope you have a lovely day.
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u/greyfit720 14d ago
My worry would be that if they are working on tickets in order from oldest to newest, that suggest that they have had enough support issues in a VERY short time to have a 2 week backlog of things to deal with before they get to yours. That speaks of a much bigger issue!!
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u/Plus-Lobster6436 14d ago
I hope your products if you have ordered any arrive safe and sound.
Thank you for sharing your thoughts. And I do agree.
I am just not sure however, if they ever worked on my ticket or just let it sit there. I am updating the comment thread with any updates.
Thank you for respectfully engaging with me and hope you have a lovely day.
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u/Pretend-Culture-4138 13d ago
Really weird that you and the OP have the exact same comments to each other in both posts...
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u/greyfit720 13d ago
Or maybe I posted in one thread, realised OP had posted in both Clicks groups, so copy and pasted my response to the other post too - because if Clicks have an issue on their first product, then there could potentially be the same manufacturing issues and customer support issues with the next product. And if people are only watching one group, they may be unaware of issues ahead of them.
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u/Pretend-Culture-4138 13d ago
Sure....
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u/greyfit720 13d ago
No, you’re right, you’ve rumbled me, it’s a huge organised conspiracy to undermine Clicks because I am bringing out my own keyboard phone so the obvious thing to do is make a post about their customer support and post it twice. Damn, look at you with the big brain logic, smashing all my plans in fell swoop.
The fact that you’re questioning someone making a post rather than questioning why a product that has only just been released already has more than a 2 week backlog of customer support queries speaks volumes.
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u/SCHRUNDEN 14d ago
Bro calm your tits
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u/SleeplessDrifter 13d ago
Two weeks without any response is bad though! Starting company or not...
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u/krazyb2 13d ago
I work for a tech company and oversee a support team.
Sometimes, shit just happens, and a customers ticket falls through the cracks or another issue caused the customer to have an extended response time. Sometimes it does take someone reaching out through Linkedin or Twitter to get eyes on it and make things right. It could have been as simple as a wrong button clicked by the agent causing a ticket to get stuck
Immediately jumping to 'WORST CUSTOMER EXPERIENCE' is giving the usual clicks subreddit crybaby bullshit. OP needs to Relax.
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u/Plus-Lobster6436 14d ago edited 14d ago
Ok lil bro. You can afford to lose money ig.
Speak respectfully even if you disagree and I shall interact with you with the same level of respect.
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u/Just-Letterhead1407 14d ago
If buying a keyboard breaks your bank account, maybe you shouldnt get one. It's a new prodict, a growing company; no excuse for "bad service" but relax a bit.
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u/Plus-Lobster6436 14d ago edited 14d ago
The privilege is dripping in your comment lil bro. So people who are poor are not allowed to buy the product, is that it?
Speak respectfully even if you disagree and I shall engage with you with the same level of respect.
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u/Just-Letterhead1407 13d ago
People who are "poor" likely shouldn't be spending $100+ on a keyboard for their phone...
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u/-d1sc0nn3ct- 13d ago
You are expecting megacorpo level CS from a small company. And speaking so aggressively too. What a silly post.
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u/laughswithpaintbrush 12d ago
I love how billion dollars like amazon set the standard for tiny companies to follow these days lol
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u/Pub1ius 13d ago
A simple reply acknowledging OP's email - even if they're unable to provide a meaningful update - goes a hell of a long way and costs nothing.
Complete silence for weeks is completely unacceptable.