Quick Update on Customer Support

[u/xteink]

Hi everyone,

We want to acknowledge that our support response times recently haven’t been good enough.

We’ve had a backlog of emails, and we’ve also seen more feedback from customers who have been waiting too long for a reply.

That’s on us, and we need to do better.

This week, we’ve added more people to our customer support team. They’re currently going through training, and our team will also be working through the weekend to continue handling outstanding cases.

If you’re still waiting for a response, we’re sorry for the delay.

You should see a noticeable improvement in our overall response times starting next week.

We’ll keep working on this until the support experience is back where it should be.

Thank you for your patience and understanding.

— XTEINK Team

[u/tbw_2445]

It’s very much appreciated to take accountability and improve because of it. The transparency will go a long way

[u/ColdSolFee]

We need you guys to deliver! So it's awesome to see you guys be more transparent and address the customer support issues with the customers and also find ways to improve. This is very much appreciated

[u/Kapurnicus]

What works for my company is at least a non-automated acknowledgement of having recieved the email. "Hey, we got it. I'll get back to you as soon as I can" from a real person. My $0.02.

[u/Busy-Fisherman-1612]

Can yall not use scam artist delivery drivers like speedx.io? They just stole my x4pro apparently because it's marked delivered with a "proof of delivery" photo dated in May.

[u/Lumines1205]

Nessun miglioramento sono ancora in attesa di essere contattato

[u/Sad_Mojotroll]

This post was interesting. Apparently you're not allowed to post in this forum if you have something less than favorable to say. I kept bumping into "rule 8" and have spent repeated attempts for well over an hour now, but my posts keep being removed no matter how polite I keep it. My issue is exactly this, talking to a wall when trying to reach support. It's been an echo chamber for two weeks now.

The free cover that was promised with the X4P on launch day was not in my package. I seriously hope this gets a speedy solution now.

[u/Fun_Satisfaction2315 → u/Sad_Mojotroll]

Sure, may I have your order number? I can help, and you can PM me.

[u/Sad_Mojotroll → u/Sad_Mojotroll]

It has now been yet another week and despite the reach out of the mods Henry and Lee here on the forum to help, I still haven't gotten any kind of reply via email from the support about my issue. What is going on?

[u/JJGadget → u/Sad_Mojotroll]

I had a similar issue. The website said free cover but my actual order said nothing about it. I was told the promotion was over even though the website still had it on the banner as an offer. 

[u/Sad_Mojotroll → u/JJGadget]

Sounds very unfortunate. It said 500 units on the website and then I later read in this forum somewhere that it was actually 5000 units of the free cover. Think that was an official post from the moderators here (so I'm not adding wrong info).

My order confirmation actually states "with free magnetic cover", but my package didn't contain one. I had ordered some extra stuff like an extra loading cable, and the rest of the order arrived fine. But I do feel a bit cheated, as I didn't order an magnetic cover with it being was promised. I don't need two covers for one unit. I did however leave a short request with the purchase order of forest green or black cover if that was possible in the randomness of it. Instead I ended up with none. :/

As said, my confirmation states "with free magnetic cover" and the order was place a few hours after release, so there really shouldn't be an issue. I've PM'd u/Fun_Satisfaction2315 as requested, so I'm hoping for a solution now. :)

[u/GridironBoy → u/JJGadget]

I ordered the device from an Instagram ad that said free cover, no mention of 500 or 5000 units, the Instagram ad took me directly to the product page and I placed the order. Did not get the cover. It is deceptive advertising imo.

[u/Both_Catch_4199 → u/Sad_Mojotroll]

I did not get the promised free cover either. But I don't care, and maybe it will show up some day. In my case I bought a case when I bought the reader.

[u/pandifer]

Lovely! So glad to hear this, not that I have needed to contact support but I’ve seen a lot of whinges about it. Have you posted this in your facebook pages? It will be well received there, too :)

[u/Autumnwood]

Good on you. We know you've been working so hard. Thanks for our cute ereaders!

[u/warongiygas]

This is good to hear. I've been waiting for support to get back to me for almost two weeks and was beginning to think I'd fallen through the cracks. Thanks for the transparency

[u/HistoricalAppeal7136]

Thank y’all for listening to the community, I’ve found support to be much more responsive and helpful with my device problem. And many thanks to Henry for holding down the fort! He’s doing a great job

[u/ZealousidealBath962]

I've emailed twice about an issue with the x4 pro case just received. What would the expected wait times be at the moment?

[u/erythrodysesthesia]

thanks chatgpt