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Email is hit or miss with them from my experience as far as response time. I emailed one of them last Thursday and am waiting for a response. Usually they’re very good about phone calls though. I wonder if they are inundated from the holidays.
Just got an email -- they are swamped. Thanks for your feedbackI can't get cust svc to answer phone or respond to email - anyone else having problems??
Got a reply to my emailEmail is hit or miss with them from my experience as far as response time. I emailed one of them last Thursday and am waiting for a response. Usually they’re very good about phone calls though. I wonder if they are inundated from the holidays.
Appreciate your feedback. I'm going to shoot ANOTHER email across their bow and let them know I am NOT pleased with the service. Seriously, I've left at LEAST 4 voice mails. Then stopped calling. I'm a tad up in the years, Irish, and have zero tolerance for poor customer service. Love my Rec Tec, thoughI think this is the first post I've seen where RT customer service was brought into question. So very odd that they haven't responded. I can understand the holiday business rush and their move to a new facility but to have a support entry go unanswered for 8 to 10 days, that's not like them.. Maybe a technical error has occurred with their support system and what has happened is an anomaly.
When was the last time you tried to contact them both via Voice and Email?
If I were you, I'd stay at it until they respond and then open a dialog on what circumstances have caused this and is this what to expect on future communications with them. I'd be surprised if they didn't bend over backwards to resolve and restore your confidence.
Just my 2 cents.
Ok -- my last email got some action. They got back to me within 30 minutes. Don't know what happened, but they bent over backwards to help me.I can't get cust svc to answer phone or respond to email - anyone else having problems??
Just an FYI -- my main question was the alerts not working. I have an Iphone 8 + running OS13.3. Zach was able to get the alerts to run remotely (gotum on my Iphone). He's sending me a new controller for my 340. A bit of a pain in the patoot -- they should be able to update via app firmware..but he understands. Maybe in the future make it more seamless.Ok -- my last email got some action. They got back to me within 30 minutes. Don't know what happened, but they bent over backwards to help me.
All questions answered..I apologized for getting my dander up and they understood.
Great product AND (finally), we're friends again >)
These grills are THE best !