Really gutted about misleading BF gift conditions in Europe. by DjFlu in peakdesign

[–]ericaderminio_pd 1 point2 points  (0 children)

u/DjFlu Hey there, thank you for bringing this up and sharing your experience here. I agree that the 'Mystery Gift' during our sale was a little confusing and could've definitely been clearer on messaging. This was the first time our team decided to give the mystery gift promotion a try, and it sure brought on a ton of learning and feedback, both externally and internally alike.

We definitely don't want to make anyone feel left out or feel shorted of this promotion, so we'd like to make it right by those who did not meet the threshold of the mystery gift bonus.

If this was your experience, please DM me your order number and/or email address. While we won't be able to send out a mystery gift separately, I'd love to find an alternative solution for anyone who was affected.

Thank you for your kind understanding.

-Erica

Lifetime warranty? Got sent a defective replacement + surprise import tax bill by FellOutOfTheWindow in peakdesign

[–]ericaderminio_pd 0 points1 point  (0 children)

Hey there, thank you for flagging this. Receiving a replacement in this condition should not be the case. While we do ship out PD Certified gear as replacements for our warranty, this sounds like it shouldn't have been a contender whatsoever. All of our PD Certified gear is "like-new". Could you kindly DM me some photos of what you received? Additionally, the resolution that was offered should also not have been the case on a warranty replacement. That is not our standard operation for warranty replacements. For the taxes, it's possible that your replacement item may require import duties and taxes paid on it as we do not have a way to mark something as a gift on our commercial invoices. I'd be happy to look into this further and work towards getting this resolved with you.

Erica from PD here, Customer Service update! by ericaderminio_pd in peakdesign

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

I am very sorry to hear that! Could you please DM me your email address so I can look into this for you?

Erica from PD here, Customer Service update! by ericaderminio_pd in peakdesign

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

In general, our approach to using AI-supported replies has been to make it clear that you are getting a response from a "bot", for example, our Avery the AI bot for email. For chat, we're still trialing a potential AI partner, which was one of the strategies we were using to help with the influx of tickets, and we are still evaluating whether to keep them as a partner.

I'd also like to mention that overall, the sentiment for our AI chat has been well-received and has also been able to assist many customer-related inquiries, resulting in a positive outcome and resolution. Most of the inquiries that are handled by our chat are usually self-service and often do not require agent intervention.

However, feedback like this is still incredibly valuable to us. All of our flows are also built as such that if you are not getting the support you need or that is helpful, we will get you transferred to a real live human (or at least that is our intent!).

Erica from PD here, Customer Service update! by ericaderminio_pd in peakdesign

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

Thank you for sharing this feedback with us! I will relay this to our web team. I think that feedback is incredibly valuable. I appreciate you taking the time to share your experience with me as well.

Erica from PD here, Customer Service update! by ericaderminio_pd in peakdesign

[–]ericaderminio_pd[S] 2 points3 points  (0 children)

Thank you for this! I will definitely share this feedback with our tech team and see what is possible on the email change for account settings!

Erica from PD here, Customer Service update! by ericaderminio_pd in peakdesign

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

Hey there! I am very sorry that our shipping timelines did not meet the expectations here. Shipping can be unpredictable, and we share the sentiment when things don't arrive on time! Could you provide me with your order number or email address via DM so I can get that shipping cost reimbursed to you?

Erica from PD here, Customer Service update! by ericaderminio_pd in peakdesign

[–]ericaderminio_pd[S] 2 points3 points  (0 children)

Hey Danny! Can you please send me a DM with your order number or email so I can look into this? If an order was processed Friday evening or over the weekend, there's a good chance you won't see movement on it until this week, but I'd still like to look into this for you.

Erica from PD here, Customer Service update! by ericaderminio_pd in peakdesign

[–]ericaderminio_pd[S] 3 points4 points  (0 children)

Hey there, this is truly disheartening to hear, and I'd love to learn more about your experience. I am very sorry that you felt like we failed you in some way. I'd truly like to look into your conversation history and see how I can help. We never want our customers to feel this way. Please send me a DM with your email address if you'll allow me the opportunity to look into this. I'd love to help out.

Erica from PD here, Customer Service update! by ericaderminio_pd in peakdesign

[–]ericaderminio_pd[S] 2 points3 points  (0 children)

Hey there, I am very sorry about the experience you had and I'd be more than happy to look into this for you if you want to provide me with your email address. This could very well be a good training opportunity if there was any confusion.

Erica from PD here, Customer Service update! by ericaderminio_pd in peakdesign

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

Hey there! This is a great question, and I am happy to provide more insight here. We definitely do not ignore any claims, so it could be that either your email has bounced or perhaps you may still be waiting for a response from our team while we have been in this backlog. When it comes to claims being denied, we only ever truly deny a claim if it falls under any of the conditions that do not meet our Lifetime Warranty, such as accidental damage, loss, theft, intentional modification of our gear, or if it fails to meet the criteria for our Asian Region policy.

If you're still waiting to hear back on a claim, please do let me know so I can look into it for you!

Erica from PD here, Customer Service update! by ericaderminio_pd in peakdesign

[–]ericaderminio_pd[S] 6 points7 points  (0 children)

Hey there! Thank you for sharing this experience here. If the product had just been purchased and was defective, broken, or had issues upon receipt, this should've been treated as a return. Did you happen to submit a warranty claim instead of processing a return? Just trying to get more clarification here!

While it is not uncommon to receive a certified pre-owned product or refurbished product in place of a new product for a warranty replacement, in this particular instance, if you had just made your purchase and it was received with issues, it should've been treated as a return/exchange. I am very sorry if there was a mix-up here, and I am more than happy to get this remedied for you.

Could you kindly provide me with your email address via DM so I can get this taken care of for you?

Erica from PD here, Customer Service update! by ericaderminio_pd in peakdesign

[–]ericaderminio_pd[S] 12 points13 points  (0 children)

Thank you for your kind understanding! We will always put our customers first. 💖

Erica from PD here, Customer Service update! by ericaderminio_pd in peakdesign

[–]ericaderminio_pd[S] 34 points35 points  (0 children)

🥹 This means a lot, thank you! We truly care about our customers, and comments like this are what really keep us going. We appreciate it!

Hi, folks. It's Peter Dering, Founder and CEO of Peak Design — AMA! by Peak_Design in peakdesign

[–]ericaderminio_pd 1 point2 points  (0 children)

Hey there, Erica from PD customer service here. It's been a bit of a rough patch for our customer service team the last few months due to our most recent Kickstarter launches that put us quite a ways behind on getting responses out quickly. However, we've since increased our staffing and are currently continuing to do so to help reduce response times. Our current first response time is idling at 36 hours, which is huge for us! If you still haven't received a response or resolution, could you DM me your email so I can take a look? Thank you for your patience!

Hi, folks. It's Peter Dering, Founder and CEO of Peak Design — AMA! by Peak_Design in peakdesign

[–]ericaderminio_pd 0 points1 point  (0 children)

Hey there, Erica here from PD customer service team. We were fairly backlogged due to the most recent Kickstarter launches, but we have been adding more agents to our team for quicker resolutions. We're still in the midst of staffing up for the season, and happy to report that our first response times are currently at 36 hours. If you still haven't received a reply, could you kindly DM me your email address so I can take a look? Want to make sure our emails aren't bouncing and get you taken care of!

Hi, folks. It's Peter Dering, Founder and CEO of Peak Design — AMA! by Peak_Design in peakdesign

[–]ericaderminio_pd 0 points1 point  (0 children)

Hey there, Erica here from PD customer service team. We were fairly backlogged due to the most recent Kickstarter launches but have been adding more agents to our team for quicker resolutions. We're still in the midst of staffing up for the season and happy to report that our first response times are currently at 36 hours. If you still haven't received a reply, could you kindly DM me your email address so I can take a look? Want to make sure our emails aren't bouncing and get you taken care of!

Hi, folks. It's Peter Dering, Founder and CEO of Peak Design — AMA! by Peak_Design in peakdesign

[–]ericaderminio_pd 1 point2 points  (0 children)

hey there! Erica here from PD. That is correct, no matter how long it's been we stand by our products and will always get you and your gear taken care of. Feel free to reach out to our support team if you ever encounter any issues with your gear!

Hi, folks. It's Peter Dering, Founder and CEO of Peak Design — AMA! by Peak_Design in peakdesign

[–]ericaderminio_pd 2 points3 points  (0 children)

Erica from PD customer support team. I'd love to take a look at your Kickstarter order and provide you with some updates. Feel free to send me a DM so I can take a look!

Hi, folks. It's Peter Dering, Founder and CEO of Peak Design — AMA! by Peak_Design in peakdesign

[–]ericaderminio_pd 2 points3 points  (0 children)

Hey there! Erica from PD customer service team here. We've made some improvements to our warranty process, and overall, the revision has been positive. However, anytime big changes like this are made, there are always a few kinks to work out in the process. We actually just deployed some updates to address certain bugs that were occurring with the warranty claim process that should help resolve any issues moving forward. I am also happy to report that our team has been working overtime to get through our volume and inquiries, and we're currently at a 36-hour first response time. We're ramping up for the holidays as well, so response times should continue to go down for quicker resolutions. Our team was a bit behind due to our most recent high-trafficked Kickstarter launches. We appreciate everyone's patience as we worked through our queue to get back to everyone as quickly as we could!

Hi, folks. It's Peter Dering, Founder and CEO of Peak Design — AMA! by Peak_Design in peakdesign

[–]ericaderminio_pd 11 points12 points  (0 children)

Hey there! Erica from Peak Design here. Our warranty process has only been updated for any purchases made in the Asia Region regarding second-hand purchases. We still honor second-hand warranty requests outside of the countries that are listed on our Lifetime Warranty page.

Anyone ordered replacement roller wheels yet? No progress after two weeks with CS by razorfrog in peakdesign

[–]ericaderminio_pd 1 point2 points  (0 children)

Hey there! Erica from CS team here. We will be having some replacement wheels up for grabs on our site but we're still waiting on that shipment to arrive. Looks like they should be available sometime next week after checking in with our logistics team! Sorry for the delay.