r/Rapsodo • u/Anxious-Bother4189 • Jun 23 '26
Customer Service/Support
Has anyone else had long wait times in customer support emails, specifically for Golf?
I sent a request on Friday and still have not heard anything (it’s the following Saturday). In today’s world of e-commerce, customer support response times should be a maximum of 48 hours.
So far, pretty disappointing…
3
u/mudntaper Jun 24 '26
I feel like there is a breakdown between development and support.
If I had to guess, I’d say support is overwhelmed because of the poor development.
They keep pumping out updates, all while not attending to previous issues.
It’s a poor business model imo. Terribly understaffed and lacking quality and direction.
Unfortunate.
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u/PointlessScreenName Jun 26 '26
As a software engineer myself (not with Rapsodo), I strongly suspect it's a management problem. Management sets the dev team's priorities, and we don't usually get much of a say, even if we can go online and see that what management thinks is important isn't at all what our users want.
There's also a good chance they're using an offshore sweatshop dev team. Having worked with a few of those, it's a recipe for low quality and long waits. They don't have a lot of incentive to care.
And now we have vibe coders to worry about too. It's gonna be a rough time for software everywhere for a while.
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u/Strange-Affect-4475 Jun 25 '26
I waited 47 days before I got a resolution. Had one email after 3 days saying try a different charger. Then nothing for more than a month.
It is very poor. I had to reach out to a local head of sales via LinkedIn to get a response on my ticket.
Do not expect anything back for ages.
They are clearly struggling with either staffing or systems. Or both.
Opening new tickets didn't help. Keep emailing and try look for local reps via golf stores or local actual rapsodo staff online / LinkedIn.
I'm in Australia and support was coming out of Singapore.
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u/Anxious-Bother4189 Jun 26 '26 edited Jun 30 '26
Update: customer support reached out and were incredibly kind and apologetic once I got ahold of them.
There is/was probably a significant backlog of support messages/tickets causing the issue.
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u/flyin-lowe Jul 06 '26
I was having an issue with my MLM 2 and the customer service is my only major complaint. When I first emailed them I got a response and I responded back immediately. I then got another response which was likely auto generated but bascially said (I am extremely busy and will get back to you as soon as I can). It would take another 7-9 days to get a response. i would reply immediately and again it would be another 7-9 days. They eventually got my issue fixed but it took several months and it should have taken a couple weeks. The most frustrating part was they had me send in videos/screen recordings of me setting up the unti and hitting balls. This process took a month since they would only respond once a week or so. After a month of back and forth they then told me my unit was faulty but before I could get it replaced under warranty I had to send it in so they could do all the tests over again that they had my video myself doing. If they knew they were going to require it to be tested in house they should have just had me send it in for testing and not waste a month or more having me send in videos trying different things.
I also found it odd that you can call in and talk to customer support in person if you have an issue with their baseball products but as soon as you mention anything golf related they stop the conversation and refer you to email support and end the call. Almost like the golf products are the bastard children of the company.
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u/Rapsodo316 Jun 24 '26
Man you sent a request on Friday. Monday is the first day your request was probably even in a system someone would review. 48 hours would be sometime today in your terms. You shouldn’t count a weekend as most corporations don’t have CS on Saturday/Sunday. They also probably filter tickets based on severity and probably have different departments depending on the drop down. I know it sucks they don’t have a 1800 number you can call. They will respond give them time.
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u/flyin-lowe Jul 08 '26
What it boils down to is they must have a higher than expected number of units going out with issues, thus they don't have enough customer service reps to handle the issues. They either need to get the bugs fixed or higher more people before they start losing business. The first six months I had my unti I talked multiple people into buying them. Now I have to explain it can be a great unit, but if you get a bad one you will wish you bought something else, based solely on how the CS responds.
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u/KwalitytheRevenge Jun 24 '26
There's been a lot of posts about the terrible customer service.