I have dealt with James in the past and found him to be very helpful, knowledgable, and responsive. My guess is he is struggling to keep pace with the growing demands of the business and can use an extra hand or two. By the way, this episode has really increased my respect and admiration for companies like Pass Labs who go above and beyond to make sure their customers are satisfied. And you don’t have to call Nelson every time to escalate your concerns ;)
Given the onslaught of chifi products, it is easy to see how difficult it is to build and sell products in the USA. You obviously cannot undercut them on price, so your only option is to make a very high quality, reliable product and provide excellent customer service, pre and post sales, to retain their business. I think Raven would do well to get some help for James instead of publicly shaming an ex-customer for sharing his experience. Sorry but that was uncalled for.
