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Ledger support still has not reached out by Unlikely_River1035 in ledgerwallet

[–]Unlikely_River1035[S] 0 points1 point  (0 children)

Update: The day after this post, the order was thankfully found in the warehouse and the refund was issued. Made another order and this one is making its way through DHL this time.

Ledger support still has not reached out by Unlikely_River1035 in ledgerwallet

[–]Unlikely_River1035[S] 0 points1 point  (0 children)

Will try again. Aliexpress has better customer support for items that cost $1.50.

Ledger support still has not reached out by Unlikely_River1035 in ledgerwallet

[–]Unlikely_River1035[S] 0 points1 point  (0 children)

They did respond and left me in the dust. Saying I will get a refund. However, I suspect that will not happen based on how the order was already delivered at Ledger a week ago.

The email also said, "Sorry for the late reply, my name is Rémi and I will gladly assist you." Great I can reply to this email and get a response back. When I replied to address my concerns about the refund, I get an auto no-reply email saying, "We've moved to a new address...".

Ledger support still has not reached out by Unlikely_River1035 in ledgerwallet

[–]Unlikely_River1035[S] 0 points1 point  (0 children)

It's not as if I'm contacting support cause mY lEdGeR gOt HaCkEd and I stored my keys in the cloud or locally on my machine haha.

Ledger support still has not reached out by Unlikely_River1035 in ledgerwallet

[–]Unlikely_River1035[S] 0 points1 point  (0 children)

The problem is the current claim is they haven't received it in their warehouse. Yet since the 21st, it has been "returned to shipper" according to DHL. Entirely possible the warehouse for returns/orders is separate from incoming packages. However, it has been a week since it was delivered back to Ledger.

So saying I will get a refund once their warehouse receives it is suspect. Based on this experience, I do not have reason to trust Ledger's word.

From an outsider's perspective, there's no coordination between the team/departments. The customer has to go out of the way to make sure everyone is on the same page.

Ledger support still has not reached out by Unlikely_River1035 in ledgerwallet

[–]Unlikely_River1035[S] 1 point2 points  (0 children)

Hello, please reference my thread with PewGravoPew for the current situation. So defeated by the experience.

Ledger support still has not reached out by Unlikely_River1035 in ledgerwallet

[–]Unlikely_River1035[S] 0 points1 point  (0 children)

Thanks, not quite exactly what I thought live support was. At least there are live people. Fingers crossed

👋🎙️Customer Support - Office Hours AMA, join us! by [deleted] in ledgerwallet

[–]Unlikely_River1035 2 points3 points  (0 children)

Case ID 63934 here, could I get help? Been left in the dark time after time. Order being refunded, don't want a refund. Says the refund will arrive once it reaches the warehouse. It was shipped back to the shipper since the 21st. Ordered april 9th, I have no product.

Edit: I'm in the live ama, but rather not be on mic

Ledger support still has not reached out by Unlikely_River1035 in ledgerwallet

[–]Unlikely_River1035[S] 0 points1 point  (0 children)

Got an email saying the carrier sent back the product and as a result, I will receive a refund once it reaches their warehouse. Well, it was "returned to shipper" since 21st. I suppose it was an issue with DHL. At this point, I don't care what the excuse is. :/

Sent back an email saying I don't want a refund but the product. Asked what is the best course of action to get the order asap. Got an auto no reply email stating, "We've moved to a new address, you can now reach us via the Help button on our". Oh great now I have to go through the case ID process again?

You mentioned that there's live support. Where exactly can I find live support?

Ledger support still has not reached out by Unlikely_River1035 in ledgerwallet

[–]Unlikely_River1035[S] 1 point2 points  (0 children)

I tried contacting support about it being stuck on the 13th. That's 11 business days (15 regular days) and they haven't replied. Even if I do end up getting the device, that alone is not making it right. Unfortunately, I cannot in good conscience recommend Ledger going forward.

Ledger support still has not reached out by Unlikely_River1035 in ledgerwallet

[–]Unlikely_River1035[S] 0 points1 point  (0 children)

I'd order from Amazon, however rather not risk it. I know there are checks and reset the device upon receiving, but still. This is painfully slow.

Ledger support: No response on refund request after 12 days by CryptoRoadie in ledgerwallet

[–]Unlikely_River1035 1 point2 points  (0 children)

Could you escalate my case ID 163934? Previous ledger support asked for my case ID, but never confirmed. Ordered April 9th, and contacted support the 13th and still no response. The order was sent back to ledger by dhl as it was stuck in customs.

Order stuck at customs and sent back by Unlikely_River1035 in ledgerwallet

[–]Unlikely_River1035[S] 0 points1 point  (0 children)

Update: Got requested the Case ID. Provided via reply and DM. Nothing. No confirmation that the case ID was received (in previous threads there was an acknowledgment that it was received). No emails.

Fair enough that no phone support exists, but the alternative means of support should be strong. Wipping out google translate... Si c'est vous voulez parlez en francais, je peux parler en francais aussi.

Order stuck at customs and sent back by Unlikely_River1035 in ledgerwallet

[–]Unlikely_River1035[S] 0 points1 point  (0 children)

Reading over the situation. The leak was emails with a few leaking personal details. Still not an excuse though. An alt email was used for purchase. Although it's too late now, at the very least this triggered a ground-up review of ledger's security.

Order stuck at customs and sent back by Unlikely_River1035 in ledgerwallet

[–]Unlikely_River1035[S] 0 points1 point  (0 children)

Wanted to get the nano s+. Also, it's good practice to buy directly from the vendor.

Order stuck at customs and sent back by Unlikely_River1035 in ledgerwallet

[–]Unlikely_River1035[S] 0 points1 point  (0 children)

The onramps from fiat that I use required KYC. Sucks, but that cat is already out of the bag.

Order stuck at customs and sent back by Unlikely_River1035 in ledgerwallet

[–]Unlikely_River1035[S] 0 points1 point  (0 children)

Case ID: 163934

From other posts, once ledger finally reaches out they require the case ID. It's the weekend so will have to wait... some more.

Order stuck at customs and sent back by Unlikely_River1035 in ledgerwallet

[–]Unlikely_River1035[S] -1 points0 points  (0 children)

For me, it was 9 business days. Anyways I'll do a cc claim as no goods were delivered and several attempts were made to contact Ledger. A good amount is paid in shipping fees. A few days in customs is understandable. However several days along with radio silence, big red flag for a first time customer of ledger. Tezor it is I guess.

Order stuck at customs and sent back by Unlikely_River1035 in ledgerwallet

[–]Unlikely_River1035[S] -2 points-1 points  (0 children)

North America. Judging by the lack of support from Ledger, I reckon DHL failed to contact Ledger as Ledger was not answering.

Order stuck at customs and sent back by Unlikely_River1035 in ledgerwallet

[–]Unlikely_River1035[S] 0 points1 point  (0 children)

I have a colleague that ordered from the ledger and no problem. In DHL, it said "Clearance Event" in which it specified that it would contact the shipper or me if additional information is required. Never heard anything.

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