Customer Support response times and setting expectations
We’ve had more posts recently from people wondering why they haven’t received a response to their CS requests and I wanted to shed some light on why that is.
In case you missed it here’s an introduction of our (entire) customer support team. While @MEHcus and @hollboll are rockstars, and they often work late hours and weekends, there are still only two of them. We have other people that will jump in and respond when they can from all parts of the company, but they have other stuff to do like, ya know, the jobs they were hired for.
Things have also been extra busy because of the holidays and we have this crazy notion that the customer support department should have time off too.
We’re doing everything we can to get to everyone as soon as possible but right now response times are around a few days. Keep in mind our team isn't supposed to work on the weekends so that can add a few more days if you send in a request towards the end of the week.
While it might take a while to get a response, we do whatever we can to take care of everyone the best we can. We just ask you be patient with us and everyone will get taken care of.
- 24 comments, 34 replies
Much, hugs, love and sympathy to @MEHcus and @hollboll you two rock and while I've never needed CS I'm sure you two are the best
I'm blaming @joelmw. I have to.
@lisaviolet Well, somebody wrote a book. I suspect it's all bullshit, but here ya go:
@joelmw @lisaviolet Bill Bernard wrote a book too:
I think it's cute that you think they'll even read this post.
Already using the "just wait, it'll get here eventually" strategy for orders. It won't be a problem to use that same strategy for CS should I ever need it. In the meantime...
I need a Meh-Day button with a 30-second response, please.
My suggesting: Press HERE for help.
Wait. Wait, really? You think people will read a post about their problem before posting about their problem?
@MEHcus & @hollboll - Good luck guys. I know you're swamped and people just message more as time goes by, with no concept of weekends or holidays or your need to sleep. Hope you catch up soon.
Aww @Thumperchick well a girl can dream, right? Thanks though! <3
@Thumperchick hey, I had to at least give it a try! And if nothing else it'll be easier to point those people to this post :)
While I'm sad that this post had to be written (thanks @joelmw!), it is nice to know that things are growing enough to warrant this post (thanks everyone else!).
@bludgeon That was my one of my FAVORITE MadTV skits. Loved those.
@bludgeon Haven't seen an episode of MadTV since sometime in the '90's, can still sing that little jingle.
Forward some of those requests to the regulars on this forum. We'd be glad to reply and help you reduce the backlog.
Just don't let @hallmike handle them things might go terribly wrong
@Foxborn Yeah, for sure I meant the OTHER regulars.
@hallmike :( It's new years I'm getting over the flu and trying to be happy. sorry
@Foxborn How else do you think they are going to pick the goat for February?
@hallmike I'm pretty damn regular and I'm not sure how that qualifies me to render assistance. Wait, are we not talking about bowel movements?
@hallmike They should forward them all to @unixrab! I'm sure he'd help!
@kadagan my services are available at a price - send over the paperwork
I carry little expectations, however the SO has asked me 3 times if the Dyson has shipped yet. I told her I just ordered it yesterday and this isn't Amazon. She put some new pillows on the other side of her bed today. I only assume she is anticipating it's arrival.
meh customer service rocks. Real, not canned responses.
Rock on guys. We'll be patient :)
Today will be a crappy day to be working in a Meh warehouse. Between the earbuds, shirts, tv, dysons and others that they got around 7000 orders to get shipped out.
@Outofmymind 7,000 would be a pretty normal day for our warehouse.
@hart I'm confused by this. Other than the helicopters (which was crazy), you guys typically don't sell anything near 7000 units per day. Obviously Mondays are going to be higher, but 7000 definitely wouldn't be a pretty normal day.
@Cinoclav they are also filling orders from Middling right? So there are orders we aren't seeing.
@Cinoclav I mean...we do other stuff too. https://mediocre.com/
@hart I've only seen two items for sale through Mediocre. Am I not seeing listings for them?
@Cinoclav Mediocre is the "hub" for our e-commerce experiments. Meh is one of them (look at Codename: Pavlov).
@hart My mouth is watering.
I sent a message to CS last night and got a "We aren't here 24/7" auto-response. I think implementing that was a good idea. Plus I already got a reply from @hollboll. I'm trying to keep my expectations low, though.
I like to think of all the folks at Mediocre Labs are a lot like Ron Swanson and it makes me smile.
@Saffer49 "I do what I want" is my motto, so yes, yes I am Ron Swanson
So who do I talk to about the doll-sized shirt you sent back on launch day?
@JonT In case you didn't see it already, I would like to direct your attention to Day 11 of CaH's 10 days (or whatever) of Kwanzaa.
Boy! It sure sounds like you could use a third, minimum-wage member of your CS team! Boy howdy! Am I right!
I worked retail for years, so I know that when an item has issues, that it is not the sellers fault. That aside, I do unfortunately take into consideration the delays with shipping, as well as a delay if I have an issue with something I buy. If I spent $15 on an item, wait a couple weeks to get it, and it doesn't work, I don't mind the wait for a resolve. I am only out $15. Hopefully as meh grows, so will my comfort of buying higher priced items. Unfortunately I think we are all spoiled with things like 2 day shipping, and 800 numbers for support. But these cost $$. So if you want low prices, be prepared to wait.
@derek17j I bought a tv and had to return the first one, the second was broken but they didn't want it back, and the third was damaged but received a partial refund (my choice as it was still totally watchable). It was a pain and took about a month total but I still ended up with a decent tv at a great price. CS at meh does their best to figure out a solution that will work for you if you are just patient with them :)
I think the people at meh need a reset. Maybe offer an expensive item for a week or something. Orders are falling behind, and now I see people with issues on products. I want my stuff just like everyone else, but I too feel bad for those getting defective or wrong products.
I bet emails are pouring in to you.
As much as I want the next item to be a neat gadget that I buy 3 of, I really think you should chill for a bit. We will still be here when you resume.
@derek17j cough Speaker docks cough cough
@JonT no gif? Slacker.