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  1. #1
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    Augen Customer Service

    This is a transcript of a support chat through augen.helpserve.com this morning. Yes, I know, I got a bit douchey around the 15 minute mark. I found out at the end of the message that the support provider was simulateously ignoring my messages and fielding a phone call - which he told me just before he disconnects. Does anyone know how to reach someone directly at Augen to complain about how poor their outsourced "service" is? I also have screenshots as documentation.

    Augen Support Transcript.

    You are now chatting with Christian (Live Support)

    ME: Please see ticket 5326. I have been waiting for four days. AUGEN ELECTRONICS CORP - Kayako SupportSuite Help Desk Software
    ME: I purchased a GenTouch last week, and can not enable WiFi...
    ME: I can't see out to see the network. Every time I try to switch on WiFi, the device reboots.
    ME: Christian, it looks like you have been connected for over two minutes now. I haven't seen any response from you. Are you online?
    Christian: yes i'm here sir
    Christian: one moment please
    ME: It took 3 minutes and 25 seconds. I am disappointed in your service already.
    ME: Six minutes now. That is considerably longer than a moment.
    ME: Seriously, Christian? It's been nine minutes now. Please send me your supervisor's email address.
    ME: sorry XXX i'm check the ticket now
    ME: At 11 minutes and 20 seconds.
    ME: As I said, please send me your supervisor's email address.
    Christian: sorry sir we can't give the email address.
    ME: Do you have anyone on staff who speaks English as a first language? Your skills are atrocious, and they inhibit communication.
    ME: How can I have one of your managers get in touch with me?
    Christian: what's your phone number sir?
    ME: +1.XXX.XXX.XXXX
    Christian: ok. i'll have the supervisor contact you within the day.
    ME: Fine. Please have him do so over email. I can be reached at XXX@XXX.com .
    Christian: sorry for the inconvenience i just finished a phone support call.
    Christian: Thank You, good bye
    ME: You seriously spent the 19 minutes you were supposed to spend helping me online, on a call! Do you have any idea how unprofessional that is?

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  3. #2
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    Sounds like overseas CS, they didn't solve your issue. What's the issue you had with your Gentouch?
    PowerCode 1000 DCX
    Coby Kyros 7012, 7015, 7015a, 7016, 7022, 7042, 7125, 7126, 7127, 8125, 8126, 8127, 9742, 1042, 1125, 1126 (Gingerbread, Ice Cream Sandwich, Jelly Bean)
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  4. #3
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    you guys are lucky, I cant even access their customer support. -chat box doesnt show up

  5. #4
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    Tipstir: My main thread is here: Wifi problems..

    Obiwan, I think you need to be logged on to access their online help at augen.helpserve.com . You'll need a user account there.

  6. #5
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    Quote Originally Posted by obiwan22 View Post
    you guys are lucky, I cant even access their customer support. -chat box doesnt show up
    I was able to get the Live Chat session working a girl name Cindy appeared, but I was on this forum answering questions by the time I had noticed her she left the chat session.
    PowerCode 1000 DCX
    Coby Kyros 7012, 7015, 7015a, 7016, 7022, 7042, 7125, 7126, 7127, 8125, 8126, 8127, 9742, 1042, 1125, 1126 (Gingerbread, Ice Cream Sandwich, Jelly Bean)
    Skytex Skypad Alpha, Gemini (Ice Cream Sandwich)
    Visual Land Connect, Prestige Ice Cream Sandwich)

    45x Tablets Owned/Tested/Configured/Tweaked/GUI: Running OS: 1.6, 2.0, 2.1, 2.2, 2.3, 3.0, 4.0, 4.1 | Since 2010

  7. #6
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    Quote Originally Posted by robbie_vienna View Post
    Tipstir: My main thread is here: Wifi problems..

    Obiwan, I think you need to be logged on to access their online help at augen.helpserve.com . You'll need a user account there.
    Are you still having that issue even after the patches updates. ?
    PowerCode 1000 DCX
    Coby Kyros 7012, 7015, 7015a, 7016, 7022, 7042, 7125, 7126, 7127, 8125, 8126, 8127, 9742, 1042, 1125, 1126 (Gingerbread, Ice Cream Sandwich, Jelly Bean)
    Skytex Skypad Alpha, Gemini (Ice Cream Sandwich)
    Visual Land Connect, Prestige Ice Cream Sandwich)

    45x Tablets Owned/Tested/Configured/Tweaked/GUI: Running OS: 1.6, 2.0, 2.1, 2.2, 2.3, 3.0, 4.0, 4.1 | Since 2010


 

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