Things have changed there.
My Ref5 has been at Service Repair for about 5 weeks. I actually received a notice on 9-17 that the repairs were completed and that I would receive a statement and the unit would then ship. I never received the statement and when I asked I was told the unit was in shipping and when it was ready I'd receive the statement. So far nothing.
Back in 2017 I'd sent a Ref 2 in for repair and turn around time was about a week. From repair complete to billing to shipping, 2 days. That's a metric I can't question.
The thing that got me to bring this up is not so much the exaggerated time line but that today I received my survey for the repair work even though my Ref is still waiting for billing and shipping.
I think what some of us are experiencing is what happens when a large company acquires a smaller company. They may well leave the core business alone, the guys designing and building the equipment, but try to meld other functions into the larger business. Things like customer service and billing and shipping will no longer happen with the original company but be handled by the acquiring company where those costs can be reduced by combining those functions between all the branch companies.
Sending a repair survey before shipping the unit is Big Company thinking. That's how large companies work. You and I know the survey results will be poor but big companies don't think that way. It's total Dilbert.
Me? I work for a large corporation that has acquired other smaller companies so I speak from experience. It's how things work in the real world.
My Ref5 has been at Service Repair for about 5 weeks. I actually received a notice on 9-17 that the repairs were completed and that I would receive a statement and the unit would then ship. I never received the statement and when I asked I was told the unit was in shipping and when it was ready I'd receive the statement. So far nothing.
Back in 2017 I'd sent a Ref 2 in for repair and turn around time was about a week. From repair complete to billing to shipping, 2 days. That's a metric I can't question.
The thing that got me to bring this up is not so much the exaggerated time line but that today I received my survey for the repair work even though my Ref is still waiting for billing and shipping.
I think what some of us are experiencing is what happens when a large company acquires a smaller company. They may well leave the core business alone, the guys designing and building the equipment, but try to meld other functions into the larger business. Things like customer service and billing and shipping will no longer happen with the original company but be handled by the acquiring company where those costs can be reduced by combining those functions between all the branch companies.
Sending a repair survey before shipping the unit is Big Company thinking. That's how large companies work. You and I know the survey results will be poor but big companies don't think that way. It's total Dilbert.
Me? I work for a large corporation that has acquired other smaller companies so I speak from experience. It's how things work in the real world.