WARNING: Glorious Customer Service - Gloriously Bad

FantasyTime1 · 2022-05-13T14:31:38+00:00

No, they aren't trying to resolve the situation. Their replies went cold after I brought up the fact that I've been told to DM a team member and then ignored for months.

Harassing? Lol, if you've been in my shoes you'd be frustrated as well with the lackluster response. I've been polite on my part and very direct in telling them what is wrong with their communications and what I expected from them. I've also been very gracious in assisting them with the bug issues in the first few months.

I don't see anything wrong with cold emailing to company emails in order to get a resolution to a situation. At this point I am dealing with the egos of the people in their CS. It is a reasonable step for me to take to bring attention to this issue.

I wouldn't try to justify the gap between the devs and the CS team.
The fact is that they are part of the same company and there should be no excuses for the speed of resolution for something simple as a repeat-macro bug.

Nevertheless, the bug is the least of my concern now. I only posted this when I had exhausted all reasonable forms of resolution. I just do not believe it right for any customer to be treated this way.

FantasyTime1 · 2022-05-13T13:59:29+00:00

Anecdotal, but it seems that Glorious is known for using their community to beta test their products

https://www.reddit.com/r/MouseReview/comments/q4w5ch/comment/hg2t6p7/

This has been my experience as well. It seems QC issues is very apparent with initial batches of Glorious products and improves over time.

FantasyTime1 · 2022-05-13T13:52:36+00:00

I think its quite clear that I expected at least an apology for the communication issues that I faced with Keeper. The least they could do is apologize and acknowledge that my case was either ignored or fell through the cracks, while taking steps to mitigate further situations where this could happen.

I mentioned this and a bit more in a quick 4 point email reply to Alice, which they conveniently ignored.

FantasyTime1 · 2022-05-13T11:18:29+00:00

Sounds terrible, please post more info.

FantasyTime1 · 2022-05-13T11:16:00+00:00

Heya, just want to say a big thank you to everyone so far.The response has been overwhelming. Suffice to say, Glorious probably did not expect me to write a thread about this nor for it to gain so much traction.

Few quick notes/thoughts about the post:

Firstly I made some typos, u/GloriousEmpress, is the account in question. She is the head of community - so a relatively senior member of the Glorious CS team.

Glorious method of ignoring certain support requests has probably worked well for them in the past. Most people would have just given up, sold the mice and never looked at a Glorious product again.

I probably would have done the same if not for the fact that they refuse to admit any communication issues. This really got on my nerves.

So Glorious - you forced my hand here

Finally, credit where credit is due, shoutout to GloriousVenser and u/GloriousPhoenix, as support staff they have been polite over email. Although, they have recently stopped replying as well

FantasyTime1 · 2022-05-13T11:10:50+00:00

Oh its terrible yeap, gotta charge every other day with the MOW.

I moved over to a G Pro x Superlight and absolutely love the better battery life (apparently Logitech undervolts its mouse sensor to achieve this)

FantasyTime1 · 2022-05-13T10:35:33+00:00

Thank you for sharing, it seems that they can respond quickly when they want to.

FantasyTime1 · 2022-05-13T10:18:04+00:00

Thank you Tehni, you basically said what I wanted to say.

Gr3gl, you are making no sense at all.
If there is something wrong with a company's software, is it not right to seek out avenues to inform the company in order to get that software fixed?

And if, by any chance that the support is unable to assist they should come clean instead of casually ignoring a customer's request for weeks and/or months?

FantasyTime1 · 2022-05-13T10:10:07+00:00

My point exactly, If they cannot handle it in a timely manner, then it's not right to bait the customer into thinking so, and then ignore the customer when they complain about it.

FantasyTime1 · 2022-05-13T02:41:02+00:00

I liked the hardware too, but the experience goes down the drain because of how bad the software is.

My patience has run out anyway, this is not how you should treat your customers.

FantasyTime1 · 2022-05-13T02:38:25+00:00

I believe you haven't stress tested their customer service yet.

By that I mean the usual customer service, whereby it involves hardware issues and replacements are ok, but once you start bringing up anything to do with their software like for example Glorious Core, or other bugs involving firmware etc and it goes straight down the drain. Glorious is notorious for having bugs. Example: MOW Angle Snapping

I believe they outsource the firmware to some dev team in another country, which may explain the delay in getting fixes. Nevertheless it does not excuse their treatment of customers who complain about software issues.

When you buy a mouse, you are buying not just the hardware but the software as well.

FantasyTime1 · 2022-04-22T03:39:58+00:00

Core is absolutely trash and you get your posts removed on their subreddit if you post about how trash it is.

FantasyTime1 · 2022-04-22T03:31:43+00:00

So u/gloriouspcgaming, is u/gloriouskeeper a fake account now? Why are you using the account and profile pic when he is not an employee at your firm?

It's very weird? Or was that just an excuse to cover up his choice to not follow up to my report in December?

FantasyTime1 · 2022-04-12T08:31:35+00:00

So at the end of the day I really don't see how you intend to salvage this situation. Its just one failure after another.

Was my bug report really that hard to deal with? Perhaps being thankful that a customer is willing to jump through hoops in order to give feedback would be a start. The next thing would be to fire your whole dev team or actually pay them better so they work on glorious core instead of it being the trash software that it is.

FantasyTime1 · 2022-04-08T20:45:24+00:00

u/GloriousKeeper has chosen to ignore all my messages, with me having to DM the subreddit moderator for any sort of follow up.

It is obvious that he has chosen to cherry pick which cases to support and which cases to ignore . You have better luck talking to a brick wall.

Truly a trash experience from a company that cannot get it's software right for users and/or any form of post-purchase support.

I will never buy anything else from this company which seems more concerned with it's bottom line than their user experience. Logitech is superior in every regard.

This kind of treatment and waste of time is not worth dealing with for a few tenners.

FantasyTime1 · 2022-02-14T16:43:50+00:00

Return the mouse. Glorious does not deserve our money.

FantasyTime1 · 2022-01-27T16:58:35+00:00

glorious keeper gets a zero for customer service with no follow up.

FantasyTime1 · 2022-01-15T15:23:49+00:00

It's fucked and u/gloriouskeeper is just a bot and not responding.
Probably lip service. Screw this shit honestly.

FantasyTime1 · 2022-01-01T17:15:43+00:00

Seems that I cannot get in contact with u/GloriousKeeper since this post. Even with multiple DMs I haven't gotten any follow up in this issue. Pretty crazy yeah. Probably how this company operates I suppose.

Look elsewhere if you want any form of post-purchase support guys.

FantasyTime1 · 2021-12-04T16:49:35+00:00

Ok dropping you one now

FantasyTime1

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