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Iten stuck and no way to contact DX???

  • jgalvez2012 Sunday, January 21, 2018 8:20 PM Reply

    My order is stuck in "Order is being prepared for Shipment" and i tried to contact DX through a ticket but there is no way to create a ticket then i tried the chat and the chat does not work, says please send a ticket???


    Is generally the support that bad in DX?


    As a minimum would be nice to get an email with the reason of the delay and an estimated time of delivery

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  • ozOzo Top 10 Forum Poster Monday, January 22, 2018 3:35 AM Reply

    Live chat and the ticket system are both working. From Christmas through Chinese Spring Festival (end of February) is the busiest time of the year and you need to be more patient. Live chat works only on week days for 9 hours from about 0830hrs Hong Kong time and you may have to wait up to 15 mins for a connection.

     

    I wouldn’t know the current delay time for a ticket response but 3 days would not surprise me. Do not add to your message or open a new ticket as that will cancel the previous and put you back to the end of the queue.


    Courtesy emails are not really “nice”. If they get 1000 queries a day, the only practical solution would be a computer generated “Your call is important to us- bla bla bla…”. That’s a further waste of time I can do without!


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  • sheepish Top 10 Forum Poster Monday, January 22, 2018 8:02 AM Reply

    Courtesy emails for email support systems is not only nice, but almost essential because it's how the customer knows the support request has been received.


    However, DX's tickets can be viewed online, so the customer can see the request without a courtesy email.


    there is no way to create a ticket


    Really? How did you try to create a ticket?

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  • jgalvez2012 Tuesday, January 23, 2018 4:58 AM Reply

    I still cannot create a ticket,


    Item still stuck...


    I
    clicked into Ticket Service, the it just expain what is a ticket then
    it says "Tell us what your question is about?" I click Orders then it
    just give me information but no way to open a ticket.


    Maybe there is another way????


    Thanks in advance



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  • sheepish Top 10 Forum Poster Tuesday, January 23, 2018 5:37 AM Reply

    Maybe there is another way????


    There are several ways listed on that Ticket Service > Orders page to open a ticket. Did you really not see any of them?

    Remembering 30 years.
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    post edited by sheepish on 1/23/2018 at 5:39 AM
  • Maye_Tao Tuesday, January 23, 2018 11:09 AM Reply

    Hello @jgalvez2012

    sku.852499193 is a presale product. It should be in stock on Jan 25.

    Be happy. ( *^_^* )
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  • jgalvez2012 Tuesday, January 23, 2018 6:55 PM Reply

    Thanks a lot Maye, that explain why .....


    Sheepish: "There are several ways listed on that Ticket Service > Orders page to open a ticket. Did you really not see any of them?"


    Obviously i did not see them (and i cant see them now either) I would not be asking otherway. If you could send an screenshot on how to do it would be better


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  • sheepish Top 10 Forum Poster Tuesday, January 23, 2018 7:02 PM Reply

    i cant see them now either


    What do you see on that page?

    https://cs.dx.com/ticket/Order

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