LIVE Chat can't help with damaged order issue

[mgtarallo]

After waiting over 7 days for a response to my case I decided to try live chat as I was up during their live chat hours.

After waiting about 45 minutes I connected with an agent and asked them for an update on my case.

They couldn’t help me and told me that this is for order related issues only.

I told them that this is about an order - I received my order damaged. And they said “no, this is a product issue and I cannot help you. I will escalate to your agent”

Moments later I receive an update from the handy app that there’s an update on my case

I attribute all of this to growth and overwhelming response to the product sales and possibly other related issues they might be having.

Has anyone else had a better experience?

[CRracer712]

No More Waiting: Chat with Our Agent Now！

As previously mentioned, the current team providing Live Chat support will not be able to provide detailed technical support replies or assistance. They can assist with questions about orders, product questions, account issues, pre-sale, etc. Technical support questions (for example, print problems, hardware issues, bugs, etc) will require further investigation on a case by case basis. The information required needs to be collected with a ticket, containing the log files and videos and pictures…

This is pertaining to your thread title, didn’t know if you were aware of this.

[mgtarallo]

Thank you - I updated the title to reflect the intention better. I assumed since it was not technical and related to an order, they would be able to help. BUT if the order is damaged - you need to open a ticket.