Ulf Liljegren -
"Phase One offers the best in-class support, promising our hardware users a response from the globally positioned support team within 8 hours, regardless of location and no matter what the concern.
"We promise to respond within 8 hours. But typically, that is 7 hours more than we need."
Below is the timeline of events and conversations between myself and my Phase One dealer.
My IQ3 100 is under warranty. Like many here I have had a long relationship with Phase One and have spent a great deal of money with them.
That relationship ends today. They won't be getting a single penny from me in the future.
Why should anyone be expected to put up with this kind of "service" on a $40K product?
("You" in the below text refers to my dealer.)
September 2nd - I report tethering issues with my IQ3 100
September 3rd - You raise the case with Denmark
September 5th - Denmark reply, back needs to be returned under warranty for repair, and a loaner will be provided. This is of course what I have paid for when purchasing the back.
September 6th - I confirm that I will drop off the back and collect the loaner in Hong Kong.
September 9th - I chase to see whether the swap in HK is confirmed. My flights are booked.
September 10th - You say it should be OK, and will call Denmark. "Back should have been sent Friday (7th) to HK office.
September 10th - You provide case and RMA number.
September 11th - You inform me that the back was only dispatched from Denmark on the 10th.
September 12th - I arrive at Phase One office at 9am to drop off my back. Checking with courier, it is clear the loaner will not arrive in time before I have to head to the airport.
September 12th - I ask what will happen now?
No answer for two days
September 14th - Arrangements will be made to courier the loaner to me in Thailand. I provide my address.
No answer for three days
September 17th - You state DK have informed HK to courier the loaner. You state that you should have the tracking number "later today or tomorrow, but the shipment should leave the HK office today."
September 18th - I chase for the tracking number.
No answer.
September 19th - I chase for the tracking number.
September 19th - You state you are awaiting a reply from Denmark. Should get the tracking number this afternoon.
September 20th - I chase for the tracking number.
No answer.
September 24th - I chase for the tracking number.
September 24th, 12:48pm Bangkok time - "I am meeting the guy from the HK office in about an hour, then I will ask him directly for the tracking number."
Three hours later.
Nothing.
"Phase One offers the best in-class support, promising our hardware users a response from the globally positioned support team within 8 hours, regardless of location and no matter what the concern.
"We promise to respond within 8 hours. But typically, that is 7 hours more than we need."
Below is the timeline of events and conversations between myself and my Phase One dealer.
My IQ3 100 is under warranty. Like many here I have had a long relationship with Phase One and have spent a great deal of money with them.
That relationship ends today. They won't be getting a single penny from me in the future.
Why should anyone be expected to put up with this kind of "service" on a $40K product?
("You" in the below text refers to my dealer.)
September 2nd - I report tethering issues with my IQ3 100
September 3rd - You raise the case with Denmark
September 5th - Denmark reply, back needs to be returned under warranty for repair, and a loaner will be provided. This is of course what I have paid for when purchasing the back.
September 6th - I confirm that I will drop off the back and collect the loaner in Hong Kong.
September 9th - I chase to see whether the swap in HK is confirmed. My flights are booked.
September 10th - You say it should be OK, and will call Denmark. "Back should have been sent Friday (7th) to HK office.
September 10th - You provide case and RMA number.
September 11th - You inform me that the back was only dispatched from Denmark on the 10th.
September 12th - I arrive at Phase One office at 9am to drop off my back. Checking with courier, it is clear the loaner will not arrive in time before I have to head to the airport.
September 12th - I ask what will happen now?
No answer for two days
September 14th - Arrangements will be made to courier the loaner to me in Thailand. I provide my address.
No answer for three days
September 17th - You state DK have informed HK to courier the loaner. You state that you should have the tracking number "later today or tomorrow, but the shipment should leave the HK office today."
September 18th - I chase for the tracking number.
No answer.
September 19th - I chase for the tracking number.
September 19th - You state you are awaiting a reply from Denmark. Should get the tracking number this afternoon.
September 20th - I chase for the tracking number.
No answer.
September 24th - I chase for the tracking number.
September 24th, 12:48pm Bangkok time - "I am meeting the guy from the HK office in about an hour, then I will ask him directly for the tracking number."
Three hours later.
Nothing.