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General diyAudio store questions thread
General diyAudio store questions thread
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Old 23rd October 2021, 04:31 AM   #391
Jason is offline Jason  Australia
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General diyAudio store questions thread
Hi Mr John,

I do personally apologize for the long wait. I've replied to your helpdesk ticket and you should now find your case resolved.

We have standard operating procedures to handle this situation (theft after delivery). Your ticket was escalated by our support staff to me personally to approve your replacement. We normally only require my getting involved for the theft of high value shipments. Your shipment was under our threshold and your resolution should have been completed the same day you sent us the police report according to our SOPs without me needing to get involved.

The fault of delay however is mine entirely, as approval was just waiting on me, but as it happened I've been busy with other things of late such as the forum migration, and your ticket slipped between the cracks. We've put some new processes in place to best ensure this can't occur again, but things should be running a lot smoother by the start of next when we will (hopefully) have another hand or two on deck to help out.

Many thanks for your patience.

USPS is unlikely to pay us out, they rarely do and always find some obscure "out" clause, but the store and I myself personally absolutely stand by our promise to customers that they will get what they paid for, or their money back. That's a promise. Sorry it took so long this time.
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Old 23rd October 2021, 05:35 AM   #392
MrJohn is offline MrJohn  United States
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Join Date: Aug 2021
Location: Los Angeles, CA
Jason,

Thank you for the attention to this matter. I tried to message you personally, but it's turn off, either for you or me. I didn't know how else to get in contact after not hearing anything for nearly 2 weeks. Anyhow, I'm relieved that this is now resolved and I can focus on just putting the amp together when the parts arrive.

Best regards
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Old 23rd October 2021, 05:41 AM   #393
Jason is offline Jason  Australia
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General diyAudio store questions thread
I have PMs turned off as the amount of incoming mail would otherwise be too great. 95% of the messages I used to get would be better answered, and certainly answered more rapidly, by the helpdesk itself.

Anyone is welcome to reach me via the helpdesk (contact@diyaudio.com) - just mark your email attention to myself and the ticket will be assigned to me.
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