In my opinion, you should have two separate polls, one for service time, (how long were response times) and one for service experience (was your problem resolved professionally and politely). It seems like your current polling mixes the two, and it may bring clarity to parse them out. Just a suggestion. Beyond that I cannot vote because I have not needed to contact CS in 1000hrs of printing, thankfully.
EDIT: it may also help if you included an option to say where the voter lives, (North America, Asia, Europe, etc.) since that may point to weaknesses being concentrated geographically.
My experience as a new customer is not the greatest.
I ordered my X1C in December. I was suppost to arrive past Friday unfortunately somehow DHL/Bpost managed to lose a 50cm x 50cm x 60cm, 23 kilo weighting parcel. I have created a ticket about this on Sunday but I did not get any response.
Mine was delivered by DHL.de. In my experience, bpost drivers simply leaves a notification in your mailbox to go collect it from their nearest collection point. Apparently bpost drivers don’t like carrying such loads from their van to the address, unless they can park right in front of your door, and even then they not always do it.
I’ve thankfully not had any issues with my new X1C, but what I will say is that I would like to see a bit more active community interaction here on the forums. Even if its just basic replies to acknowlede when a topic or issue has reached the ears of someone who can affect change.
So because Bambu’s support system is over loaded it justifies people to post mean and nasty comments?
I get it, you haven’t got the level of support feel you should have. Rightly so. You’ve made that very clear with your posts. The problem is you’re posting to a community of people who can’t do anything about it.
On the flip side, if a customer has a temper tantrum and stomps their feet because they aren’t getting their way (like a child), should they not be put in timeout to cool off and act like a reasonable and respectable human?
I don’t think this concept applies with respect to American consumers. American consumers are perfectly entitled to voice, their opinions, both privately, and in public at any time. It’s an accepted custom and practice. However, much, you may like to disagree, they are not children.