thumperchick


quality posts: 240 Private Messages thumperchick

**IMPORTANT UPDATE**

ThunderThighs wrote:Hello all. As you’ve noticed, there’s been an increase of customer posts about service issues in our threads and social media.

We’ve now confirmed a problem with emails getting through to our new CS system that we implemented last week. We apologize for this problem and the delay in getting responses back to you.

Until this is fixed, please use the Support form linked at the top of every Woot page. This does work and you should get a timely response.

Again, we apologize for the inconvenience and frustration this has caused.


**********************************

PLEASE - Read ►► Thunderthighs’ Tips for Happy Wooter Shopping first, to see if your question is answered, before writing in to support.

Here's a handy tutorial to help you get a hold of someone who can (and genuinely wants to) help!

Here's how it goes:

1. Email support@woot.com with your order number and a description of your issue. If you know how you want it resolved, tell them that.

2. *Within a few hours you will get an automated email with a case number. If you don't see this within 4ish hours or so, check your SPAM folder. If you don't see it anywhere within 24hrs, your email was not received.*
Support is moving to a new system that does not assign these numbers or send out the auto email. I will update more on that as they finish making transition.
- If you attached pictures/files to your original email, that may be what caused it to not go through. Upload them to your preferred image hosting site and include links rather than files.
Resend email and repeat until you get a case #. (If this fails several times, see step 5.)

3. Customer Service will respond to you within a few days. More often than not, within one day. If you're writing during a woot-off, there will be a delay. (Support staff are in the office M-F, 9am - 5pm CST)

4a. If Customer Service resolved your issue/made you happy - you're done! (Unless you have the urge to write them a sonnet, praising their amazing wooty skills.)

4b. If you are not satisfied, write them back. Be sure to include your original case #. This will be a repeat of the previous 3 steps.

5. It is rare that you can't resolve an issue directly with service. In those cases, when you've exhausted your options with the regular service team, then you may find more help here in the forums.

Some of that help can/will be from your fellow wooters. Most will be from the Forum Moderators who contact the same people at support@woot.com that you would be speaking to if you emailed them directly.

99% of the time, support@woot.com will be able to handle any questions/concerns you have. I promise, they like you and want to help.

thumperchick


quality posts: 240 Private Messages thumperchick

Hey all, just an update.

Per ThunderThighs comment over at Deals.Woot - Customer Service is caught up!

Response times are back to 24-48 hours.



(BTW - if everyone here is taken care of, I love that the mods were cleaning up the thread. Thanks guys!)

ThunderThighs


quality posts: 568 Private Messages ThunderThighs

Staff

Hi all. Here’s a few updates to Thumperchick’s wonderful post.


Contacting Support
Use the SUPPORT FORM at the top of any Woot page. Please note that you will no longer receive an auto-reply.


Be Concise. Be Specific
The following information will help move things along faster:
Order number
Woot username
Exact description of the problem (what’s wrong, what’s missing, etc)
What resolution you would prefer

Example:
Order: 1233455
Thunderthighs
I ordered 3 items but received only two. I am missing the Super Duper Thingamabob.
Please send the item if possible. I’ll take a refund if not.


Photos Help
If your item arrived with shipping damage, include a link to some photos. This saves time as CS will often ask for photos. Best way to submit photos is to upload them to imgur.com (free) and include a link to the photos in your correspondence.


Serial Numbers
You will be asked for the serial number on some electronics such as TVs and computers. Go ahead and include them.


Your Email Address
Please note a new policy for CS. For your security and protection, you must use the email address you have listed in your Woot account. If you email in from or refer to a different email address, you will be asked to resubmit your support ticket.
Make sure the email address on your Woot account is up-to-date.





As Thumperchick mentioned, 99% of the time, your issue will be resolved to your satisfaction. In some cases, they may misread your communication. This is where being concise really helps. They’re reading a lot of support contacts per day and they’re human. They’re gonna make mistakes now and then. Just respond back and explain it again.


Like how they helped you? Let them know. It really does brighten their day.




FORUM MODERATOR
To contact Customer Service, use the SUPPORT form at the top of every woot page
••• ► Woot's Return Policy ◄ ••• ► Did you check your spam/junk folders for a CS reply?
CANCEL?? How to cancel your order in the first 15 minutes!! - except Woot-Offs & expedited orders

lichme


quality posts: 2905 Private Messages lichme
ThunderThighs wrote: Please note that you will no longer receive an auto-reply.




Pretty pretty please outline this on the support form in big bold letters. There is few things that are more frustrating than not knowing if your request went through or not.

thumperchick


quality posts: 240 Private Messages thumperchick

Hey mods - is the transition to the new system done?

Are the auto-response emails, letting people know their email has been received, going to come back?

Is the new standard response time 2 business days?

(I want to update this post. Thanks.)

manhandsha


quality posts: 34 Private Messages manhandsha

Staff

thumperchick wrote:Hey mods - is the transition to the new system done?

Are the auto-response emails, letting people know their email has been received, going to come back?

Is the new standard response time 2 business days?

(I want to update this post. Thanks.)



As far as I'm aware, we're still asking people to use the support form, but response times should be back down. I haven't heard anything specific, though.

Have a question about your order or account? Click here to contact Woot Member Services.

mawestbrook


quality posts: 0 Private Messages mawestbrook

Still no customer service after 2 attempts (9/24 to support@woot.com & 9/25 through customer support link on "stuff you bought" page. Items I returned were received by Woot on 9/5 and the 7-10 business day wait for refund has been over since last Saturday. When do I get my refund?

manhandsha


quality posts: 34 Private Messages manhandsha

Staff

mawestbrook wrote:Still no customer service after 2 attempts (9/24 to support@woot.com & 9/25 through customer support link on "stuff you bought" page. Items I returned were received by Woot on 9/5 and the 7-10 business day wait for refund has been over since last Saturday. When do I get my refund?



Sorry you haven't heard back, I'll check in with CS for you. However, just because your return was received on the 5th doesn't mean it was checked in and processed that day; it may have been a few more days after that. Sit tight, you should hear back from someone soon.

Have a question about your order or account? Click here to contact Woot Member Services.