Silver420Surfer
Downward spiral
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I don’t understand your point I guess. The only difference from the last post you did about this is the call Naomi and place an order. So I read that you can buy a spare. So what is the issue?So finally got another response from support. Im just going to copy and paste the entire thing in here.
Hi there. I have the double top that came with my persei. Its never been used, except when i was troubleshooting my hercules...anyway My single top has an issue i believe you are currently working on fixing (pressing the button doesnt always activate the light and work). I was wondering if it would be possible to mail back my unused double top and exchange it for an extra single top?
Solution
[21 Oct 2013 13:01:36]
Thank you for contacting us, unfortunately we are not able to do that. Sorry.
[21 Oct 2013 21:07:00]
Can I purchase just a new single top then? My current single top doesnt always activate when i press the button, and I was told they were working on a fix but it would probably take a few months...
[23 Oct 2013 16:56:02]
Im sorry, we can not sell tops seperately, however we can have that top looked at
[24 Oct 2013 05:43:17]
I already spoke with Gary (THC Scientific on skype) about the issue, which he said they know about the issue already and were working on a solution and it would probably take a few months. Which is why i was trying to get a spare... So if i mail back my Top, and it cant be fixed yet will I get a top back that does not have my Issue or will I end up getting my top back unfixed and/or still have to wait months for the fix?
[28 Oct 2013 12:55:24]
You can call and place your order with Naomi.
I feel like a broken record. Ive said the same thing every time, and they have not acknowledged it at all. The only times ive gotten a "Sorry" is right before they say no or we cant do that. Not a sorry for the inconvenience or anything like that. Im assuming from the last message that it means I can call Naomi and finally buy a new top but who knows? And knowing my luck ill spend money ont he new top and it will have the same issue...
@THC SCIENTIFIC has been great and more than helpful everytime I contact him, and I really appreciate everything. But the w9tech support has been a joke.
My point is that I told them I have an issue, i repeated myself over and over, and they have provided me with no explanations, no apologies except for "Sorry no" to my questions, and then my last message to them i mentioned Talking with G and asked questions about what would happen. they still did not acknowledge anything i wrote to them. Who knows if That last message meant i can order a new top or not. Thats what i infered but it could also be thems saying i can call and place an order for a new persei or something like that. Or even a response to someone elses question... Who knows.I don’t understand your point I guess. The only difference from the last post you did about this is the call Naomi and place an order. So I read that you can buy a spare. So what is the issue?
G acknowledges the issue, but they don’t have a solution yet. Its still being resolved.
So I guess I don’t understand what you want as a solution outside D9 determining the problem and resolving it or allowing you to buy a spare?
I understand that issue. What makes me upset is that i contacted support and did not get one helpful response or apology. Not like an apology would do anything, but If im support, i would at least say something like "were sorry you are experiencing an issue, at this time we are working on a solution and any of the tops are succeptible to this issue so we do not feel comfortable selling individual tops". I told them my issue three times, and they did not aknowledge it in any of their responses. Except where they said I could mail it back. Then when i asked about the process of mailing it back, they didnt respond to anything I asked and just said I can call and place an order.Guys can i ask a question? what happens if we sell you the spare tops and the same issue still exists?
OK. so the solution for you is for them to say “sorry” I guess (at this point, you can’t roll back time).My point is that I told them I have an issue, i repeated myself over and over, and they have provided me with no explanations, no apologies except for "Sorry no" to my questions, and then my last message to them i mentioned Talking with G and asked questions about what would happen. they still did not acknowledge anything i wrote to them. Who knows if That last message meant i can order a new top or not. Thats what i infered but it could also be thems saying i can call and place an order for a new persei or something like that. Or even a response to someone elses question... Who knows.
And if that last message meant i can call to get a new top, im sure the only reason is because i mentioned @THC SCIENTIFIC (gary). Who told me over a week ago he had a top i could buy from him after i mentioned to him the first two responses.
If i wasnt on here, and in contact with G, i would be shit out of luck right now...
I understand that issue. What makes me upset is that i contacted support and did not get one helpful response or apology. Not like an apology would do anything, but If im support, i would at least say something like "were sorry you are experiencing an issue, at this time we are working on a solution and any of the tops are succeptible to this issue so we do not feel comfortable selling individual tops". I told them my issue three times, and they did not aknowledge it in any of their responses. Except where they said I could mail it back. Then when i asked about the process of mailing it back, they didnt respond to anything I asked and just said I can call and place an order.
My main point i guess is, support could have handled this a lot better, and I wouldnt be upset. Even if that means waiting for a new top to be made
OK. so the solution for you is for them to say “sorry” I guess (at this point, you can’t roll back time).
Personally, I hate it when someone says “sorry” when I have an issue. This is business. I just want the facts so I understand. Saying sorry doesn’t really solve my problem. Everyone is different.
I would call them and find out. Sitting here second guessing what they meant isn’t productive really. I understand you are frustrated and upset so its emotional to you. I am not defending them either. I am just trying to give you another point of view that isn’t emotionally wrapped in it.
Life is good. Peace and I hope it gets resolved quickly for you.
Mud im trying to help you here and i did help you here, contacting support for the same reason just makes no sense. I am technical support. I understand that they could have worded it differently but i have been dealing with you directly why would you contact support i just dont understand.
Am i not helping? Am i not support? dude i spent time on this issue and im trying to resolve it, constantly contacting support for the same issue i am aware of and trying to resolve is not going to help.
They are not equipped or trained for tier 2 support. Thats my division. It just seems the time i put into this with you is all tossed aside and was all waste of time.
So finally got another response from support. Im just going to copy and paste the entire thing in here.
Hi there. I have the double top that came with my persei. Its never been used, except when i was troubleshooting my hercules...anyway My single top has an issue i believe you are currently working on fixing (pressing the button doesnt always activate the light and work). I was wondering if it would be possible to mail back my unused double top and exchange it for an extra single top?
Solution
[21 Oct 2013 13:01:36]
Thank you for contacting us, unfortunately we are not able to do that. Sorry.
[21 Oct 2013 21:07:00]
Can I purchase just a new single top then? My current single top doesnt always activate when i press the button, and I was told they were working on a fix but it would probably take a few months...
[23 Oct 2013 16:56:02]
Im sorry, we can not sell tops seperately, however we can have that top looked at
[24 Oct 2013 05:43:17]
I already spoke with Gary (THC Scientific on skype) about the issue, which he said they know about the issue already and were working on a solution and it would probably take a few months. Which is why i was trying to get a spare... So if i mail back my Top, and it cant be fixed yet will I get a top back that does not have my Issue or will I end up getting my top back unfixed and/or still have to wait months for the fix?
[28 Oct 2013 12:55:24]
You can call and place your order with Naomi.
Thc
I have been away for awhile and am just getting caught up. I have an original Hercules. Is it too late to get it upgraded. And how.
Thanks Bart.
Is that the top that clicks on and stays on till you click it back off?not sure if this helps or not but I was able to send in my bad double top for a hammer top for a 30 dollar fee, it was no prob, I didn't ask about switching my double top for a newer single one, so I'm not sure if that is an option.
Is that the top that clicks on and stays on till you click it back off?
Are you using it with a Hercules? If so, can you give a little comparison?
Thanks
Guys can i ask a question? what happens if we sell you the spare tops and the same issue still exists?
Spare tops? So are there good tops and bad tops? Old and new? This is where I am confused. If you are guys are selling Persei's as we speak, that is the latest in tech you guys have to offer. And that is what it is. But at least make the latest of what you have available for us. Because it's the latest of what you have or nothing for some of us, apparently. And as much as some prob scoffed at Silver 420Surfer's comment about having new unit sent to replace his chrome one, I feel the same. I bought the Herc to use it and what is the point of having the old stock or old version, especially on a cart that can deplete two sets of 18350's in a 12 hour period? That wasn't mentioned to me when I got mine in chrome. She said you guys were stopping it because people were complaining about the fingerprints it picked up? And I am sure it's a pain in the ass to answer these questions, take the calls, and all the that. But like Mud said, if you aren't on this site every day or so, you are assed out. Don't mean to sound like an ass, not at all, but if you are selling the Persei still, it makes sense to let the Persei users, ESPECIALLY the ones who have bought the Herc (which you guys can verify through your system) have access to tops. Mine started misfiring before it came apart and I went through the EXACT same lines as Mud and it's like, "OK. Use this top until it blows or bite the bullet and have them "look" at it." I thought it was going to be, "OK I see you got a Persei and a Herc and we are working on a top that handles that combo better as we speak. I'm gonna send you a top and a self addressed envelope to send the old one back so we can see how it failed." lol. And it's not like I'm fuming but I AM just looking a paperweight at the moment. One that has apparently been yanked off the production line for a number of reasons. :'/
Yeah .
Yeah .
Sorry to everyone for venting, should have cooled down before posting. Thanks @THC SCIENTIFIC for clearing everything up, sorry for causing problems
life is goodYeah .
Sorry to everyone for venting, should have cooled down before posting. Thanks @THC SCIENTIFIC for clearing everything up, sorry for causing problems