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General diyAudio store feedback thread
General diyAudio store feedback thread
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Old 11th December 2018, 10:22 PM   #261
Jason is offline Jason  Australia
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General diyAudio store feedback thread
Great to hear, and thanks for bringing this up, otherwise honestly I wouldn't have noticed. You're the first person to raise the topic, so it was good to dig into it and find out the root cause of the issue. We'll be able to better advise customers in the future about what to expect from shipping companies during the month before Christmas, so thank you!
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Old 12th February 2019, 04:01 PM   #262
garyalex is offline garyalex
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I've sent two messages in the past two days to contact@diyaudiostore.com No response has been received. Is that the correct address for problems with an order?
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Old 27th April 2019, 11:20 AM   #263
Marra is offline Marra  United Kingdom
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General diyAudio store feedback thread
Many thanks guys my Nutube board and jfets were delivered this morning. Time to warm up the soldering iron.
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Old 28th April 2019, 06:13 AM   #264
Jason is offline Jason  Australia
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General diyAudio store feedback thread
Quote:
Originally Posted by garyalex View Post
I've sent two messages in the past two days to contact@diyaudiostore.com No response has been received. Is that the correct address for problems with an order?
Hi Gary. Sorry for the slow response to your message in this thread, it must have slipped through. We're still working out how to ensure forum threads are replied to in a timely manner and sometimes a post is made to a thread, slips through the cracks and sits unanswered for sometimes weeks or months because we don't have a system in place to remind us about it. It was only today's post by Marra that got this thread in front of me. This will be addressed in the near future once we move to a new forum platform and I can code some "reminder" systems.

In regards to where to get support, considering what I just said, email is absolutely the way to go for anything that needs a quick answer. The forum is going to get you crowdsourced answers from the community and is the best place to get any technical related questions answered. For all order related, non-technical stuff, email is the way to go. Yes that's the correct email address.

I just checked our stats and they show for the last week the average time to first response was 11hrs, and over the last month it was 19hrs. We aim for "24-48 hours", and usually are answering emails even on weekends. If a question is particularly difficult or needs to be passed around and discussed internally between various parties spread across the globe, especially if it is about chassis and needs people in Italy to review it, it can take a few days. Throw a weekend into the mix (your first message Feb 9th was sent on a Saturday) and it can drag things out for a few days.

What I've requested our helpdesk staff to do to address this is to ensure that when a complicated issue (ie: one that needs to be passed around and discussed internally) is received we let people know immediately that "we're on it" so you know that "we're on it" In your case your issue was indeed being discussed by several parties across the globe while you were waiting thinking nothing was being done. I believe that lately we have been much better about communicating this scenario to customers.

Anway, I'm glad that we were able to resolve the issue for you on the 13th and do apologize for leaving you wondering if we had received your email for that long stretch of time. As mentioned, we've implemented a strategy to ensure this doesn't happen in the future (for emails).

Quote:
Originally Posted by Marra View Post
Many thanks guys my Nutube board and jfets were delivered this morning. Time to warm up the soldering iron.
Good stuff - remember everyone loves photos!

Last edited by Jason; 28th April 2019 at 06:17 AM.
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Old 5th June 2019, 08:37 AM   #265
graemed is offline graemed  Australia
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Must say I have only had positive experiences with my store purchases.

The most recent, my Starving Student II preamp is a little beauty with a thoroughly researched and put-together kit which just about assembled itself. Worked immediately upon assembly. Great work and good service.

Graeme
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Old 5th June 2019, 08:42 AM   #266
Jason is offline Jason  Australia
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General diyAudio store feedback thread
Thanks Graeme!
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