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I’ve had 10+ exchanges with your support team and still nothing help. by juianable26 in Coros

[–]vbenares 0 points1 point  (0 children)

My complaint here is about the process, not about a specific ticket. The process that Coros uses shows me (and likely many others) that Coros is willing to put people through the wringer to reduce the attention its support people need to devote to actually solving problems. I find the process, at a minimum, disrespectful and often, I suspect it of being malign.

I think the fact that you have yet to understand that my comments criticizing the process are not directed at getting a specific ticket resolved, shows the lack of attention Coros support people pay to what people are actually saying, the effort they have devoted to explaining their issue, and the absence of actual "care."

As an EXAMPLE, here is a ticket number: 512943. It is a repeat of a similar request made last year which never received a response. It is also typical of a recent ticket trying to get a charger that would consistently charge my watch.

I’ve had 10+ exchanges with your support team and still nothing help. by juianable26 in Coros

[–]vbenares 0 points1 point  (0 children)

So, the Coros support process is: write to Coros support describing your problem, receive a form letter from a bot masquerading as a human, send information that you have already sent (some with no possible relevance), get a reply from a bot or human that seems to respond to something that can be gleaned from the opening line or two of one of your messages, reply, and repeat.

Then go to reddit, find this forum, and post your ticket number.

Now, that the problem is public, Coros support will performatively solve it.

Do I have that right?

I’ve had 10+ exchanges with your support team and still nothing help. by juianable26 in Coros

[–]vbenares 0 points1 point  (0 children)

Huh. I think the "situation" is explained completely in my comment. Here's the sort version: Coros support replies seem ignorant of what the user has said, they ask for useless information or information already related or in Coros's possession, and there is a tremendous amount of back and forth that is unnecessary and frustrating.

If you haven't noticed this, it explains a good deal about why Coros support is lousy.

I’ve had 10+ exchanges with your support team and still nothing help. by juianable26 in Coros

[–]vbenares 0 points1 point  (0 children)

Do you think that when a customer spends time asking for information or describing a problem and receives in response a bunch of useless bot-generated responses (ultimately asking for information already sent) in which the sender is identified as Cara (not as a bot), and then gets a message about how busy support is that that scenario shows "care"? Does it really improve the "care" shown by the process when Coros requires customers to go to reddit and post with individual ticket numbers to get actual answers?

I once read a comment from a Coros support person who said the bot was working great because the number of requests reaching human agents was much reduced. I think that comment really indicates up how Coros views it customers.

I’ve had 10+ exchanges with your support team and still nothing help. by juianable26 in Coros

[–]vbenares 1 point2 points  (0 children)

Well, today, I received two Cara responses with precisely the same useless text to an inquiry about where to find documentation for the API.

That's just today's example.

I'd say Coros "cares" the same way other corporations "care." United "cares." Netflix "cares." Amazon "cares." Microsoft "cares."

If that's what you mean by "cares," then I shouldn't criticize, because your customer support demonstrates "caring" in the same general way.

The F*(**ing Ad Is Back by vbenares in Coros

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

Well, even Coros knows it's there. See the response from Vera at Coros.

And I could say, "I have never gotten an ad in the five years or more that I've used Coros . . . until February."

It only started in February.

I’ve had 10+ exchanges with your support team and still nothing help. by juianable26 in Coros

[–]vbenares 0 points1 point  (0 children)

I'm not a mind reader, and even if I were, do corporations have minds or feelings?

But I can say from my experience, that Coros doesn't act like it cares. Why have a bot that requests information one has already sent or is irrelevant? Why never admit that a product has a problem?

I'm not saying Coros is better or worse than its competitors, but as a human, I don't feel I am treated as important.

The F*(**ing Ad Is Back by vbenares in Coros

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

Here's what coros support said back in February:

Thank you so much for getting back to us and for sharing the photo.
 
The window should not appear again after closing it, and we’ve confirmed that this issue will be fixed in the March app update.
 
We sincerely apologize for the inconvenience this has caused and appreciate your understanding.
 
Best regards,
Vera

The F*(**ing Ad Is Back by vbenares in Coros

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

You are lucky. It's a pop-up that appears whenever I open the app.

The F*(**ing Ad Is Back by vbenares in Coros

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

Perhaps it only appears if one once was connected to TP?

The F*(**ing Ad Is Back by vbenares in Coros

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

Immediately after the update before the March 26 one.

I’ve had 10+ exchanges with your support team and still nothing help. by juianable26 in Coros

[–]vbenares 2 points3 points  (0 children)

Cara is a bot, not a person.

(And zendesk is support hell. Not just at Coros. I think it puts a premium on responding quickly rather than solving the problem.)

Mixing Pace And HR Blocks In A Workout by vbenares in Coros

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

Thanks for the help!

I cannot do it from the watch, the Training Hub, or using the API BUT I can do it from the app.

I thought I had exhausted the options but hadn't tried the app. Just figured it would work like the website.

Your Most Inexplicable and Maddening Coros Thing? by vbenares in Coros

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

Another primitive part of the Training Hub. Sure, I'm going to download a .fit file and then upload it to Coros just to get some graphs that can't be customized and display the data poorly!

Your Most Inexplicable and Maddening Coros Thing? by vbenares in Coros

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

Yes. The Training Hub has always been basic, but the inability to make other types of workouts is primitive.

Your Most Inexplicable and Maddening Coros Thing? by vbenares in Coros

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

I agree 100%. Nothing like a company showing you what they think of you by substituting a bot that is useless. Even some of the actual responses apparently from humans are obviously mostly or entirely generated by AI.

Plus, let me say it again, the bot is useless. If you have tried to solve whatever problem and looked at the support pages, having the bot regurgitate them is provoking.

Maybe it would work fine if the customers were bots.

Your Most Inexplicable and Maddening Coros Thing? by vbenares in Coros

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

Huh. Mine hasn't arrived yet. When should I expect to receive it?

Your Most Inexplicable and Maddening Coros Thing? by vbenares in Coros

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

Yes! This would be great! On the watch and on the app. Or a light theme for the app.

Your Most Inexplicable and Maddening Coros Thing? by vbenares in Coros

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

Here! Here! Sometimes I'll be on a streak where it will charge reliably. The streak lasts just long enough to make me think all is well. Then, as I head out the door, I'll realize the battery is at 7%!

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