Forums - Print Page

Forums
https://www.decware.com/cgi-bin/yabb22/YaBB.pl
AUDIO FORUMS >> General Discussion and Support >> Customer Service response time
https://www.decware.com/cgi-bin/yabb22/YaBB.pl?num=1641914867

Message started by GeoffF on 01/11/22 at 15:27:47

Title: Customer Service response time
Post by GeoffF on 01/11/22 at 15:27:47

New member

Giving the Zen Torii Mk5 serious consideration for my first Decware purchase. Asked Customer Service a couple of questions, haven't received a reply as of yet. For members who have interacted with Customer Service before, what was the average response time to your emails? Maybe there are delays due to the number of people who have already pre-ordered.

Since I live in England, international exports don't qualify for the 10% deposit as U.S orders, so any purchase from my end results in the full payment of the amplifier upfront.

Title: Re: Customer Service response time
Post by Lon on 01/11/22 at 15:43:00

Responses can vary, they can take days and even weeks. There is a very small staff available at Decware.

If you were to pose questions here. . . you'll likely get good answers.

Title: Re: Customer Service response time
Post by GeoffF on 01/11/22 at 15:47:13

Thank you Lon

Title: Re: Customer Service response time
Post by CAJames on 01/11/22 at 17:02:29

Agree with Lon that posting your questions here will usually get excellent answers. And I'll add that if you are pretty sure you want a Decware product and just have questions about details I would suggest placing your order now for anything to get a spot in the queue. You'll have plenty of time to make changes to it before it goes into production.

Title: Re: Customer Service response time
Post by Dr3wman on 01/11/22 at 17:42:39

While I have not done this myself, I've been led to understand from postings here on the forum that calls placed directly to Decware (Sarah) are likely to get through faster than emails. Additionally, I think you can schedule calls with Steve that way.l

Title: Re: Customer Service response time
Post by GeoffF on 01/11/22 at 17:48:25

Thanks for your suggestion guys, just to reclarify international sales require full purchase up front. We don't have the 10% deposit as an option to get on the list. I wished we did, then this wouldn't even be discussed.

Title: Re: Customer Service response time
Post by Sarah on 01/12/22 at 21:14:44

International orders can pay a 10% deposit, same as US. Steve will be updating the policy online due to our lead time. As long as you checkout with a credit or debit card, you will be charged 10%. If you checkout with PayPal, it will automatically authorize the total amount.

Hope this helps!

Sarah

Title: Re: Customer Service response time
Post by GeoffF on 01/12/22 at 21:33:39

Thank you Sarah. That's fantastic news.