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Customer Service response time (Read 1954 times)

GeoffF

Verified Member

Posts: 4

Customer Service response time
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.

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Lon Seasoned Member "Love without guts is worthless!" Philip K. Dick Posts: 23459	Re: Customer Service response time Reply #1 - 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.
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GeoffF Verified Member Posts: 4	Re: Customer Service response time Reply #2 - 01/11/22 at 15:47:13 Thank you Lon
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CAJames

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Re: Customer Service response time
Reply #3 - 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.

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Dr3wman Seasoned Member Posts: 250	Re: Customer Service response time Reply #4 - 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
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GeoffF Verified Member Posts: 4	Re: Customer Service response time Reply #5 - 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.
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Sarah Richardson Verified Member The Decware Glue Posts: 27	Re: Customer Service response time Reply #6 - 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
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GeoffF Verified Member Posts: 4	Re: Customer Service response time Reply #7 - 01/12/22 at 21:33:39 Thank you Sarah. That's fantastic news.
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