Old thread, but I have to say I have a completely different experience with Andy. Not good at all. No way to talk with a person. Slow emails that take 1-2 weeks to resolve a problem or ask for a return. I have communicated three times in the last two years. Each time has been the same unhappy experience. I don't want to go against the majority here, just saying my experience has been very disappointing. Cameras are good often, I like many of them. Videos online are plentiful and good. But customer service is careless to say the minimum
Andy - Empire Tech Review
- Thread starter Captain_B
- Start date
Weird, I sent Andy a message yesterday evening and he literally replied within the hour.
Where you send email, we never reply customer email in 1-2 weeks. We have a team, not all work do myself. And solve tech problems, always need time. And we have support guy in US too. Want a call, just let me know.
You can send email to me to compaln if our guy reply things slow. My email is [email protected]
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We have call support for system design, customer service and warranty, sometimes if device have problem, need some more testing, so back and forth will cost 1-2 weeks that is a proper time. Also we are the device supplier not installer, we can't help you make all of the settings, but good guide sure have. If can pay for the full setting, we sure can do anything.^^
This year have some situation, tariffs to deal with, for warranty even send a cable to US will have to pay 30usd tariffs, so sometimes warranty support will have some delay. And i normally give a big discount for customer to buy a new one instead of keep waiting.
This year have some situation, tariffs to deal with, for warranty even send a cable to US will have to pay 30usd tariffs, so sometimes warranty support will have some delay. And i normally give a big discount for customer to buy a new one instead of keep waiting.
Well, I am not sure who I talked with the past few days, but I literally asked in my first email to talk over the phone and was never given the option. 1 email per day is not very helpful when troubleshooting a problem, particularly when the responses are generic. The email I was talking to was something like sales01 or [email protected].
This is probably not the place to resolve these things, but just wanted to show that I have not had the stellar customer service many people talk here.
I sent you a DM for further invistigate on this.
I'm trying to think of a vendor that has had better customer service than Andy over the past 8+ years... can't think of one.
Curious, then what is your definition of 'helpful'? Getting an email within 2-3 days is 'good' in my experiences. One email per day would be stellar
Consider reviewing your 'sent mail' box, and giving the vendor solid information which can be used to assess & improve their internal processes for customer support.
Hoping Andy's prompt response in this thread will become a positive experience for you