Hi,
My misadventures with Simucube customer service
My issues with Simucube AP PRO
- Friday, 30 May : delivery of 2 AP PRO
- One pedal does not work
- Friday 30 May, 2:29 p.m. : I open a ticket
- Monday, 2 June, 8:00 a.m. : Support confirms the creation of an RMA
- Monday, 2 June, 3:42 p.m. : Support requests a prepaid shipping label to be issued for the return of the pedal via FedEx
It is now Thursday, 5 June, and I still have not received this prepaid shipping label to return the defective pedal.
Printing a label for returning a defective new product: something any company can do in a few minutes, but Simucube cannot do for several days
Is there anyone at Simucube who can print this damn prepaid shipping label to solve this problem?
A customer who is very dissatisfied with your services.
Today’s update
Today, I received the prepaid return label. Since today is a public holiday in France, I will mail the package tomorrow morning.
Below is the support response I received today following my complaint.
Simucube delights me once again.
---------------------the support response I received today following my complaint------------------------------------------------
Thanks for your message!
I understand the disappointment and want to assure you, this is out of the ordinary as our factory organizes the return shipping always very fast! As previously explained, for now we’re reliant on our factory organizing the return shippings until we have our new system in place. After that, the RMAs will be faster and more cusotmer-friendly than at the moment!
As I was writing my reply, I noticed your update, glad to hear you received the return label! To keep the downtime to a minimum I’ve already created a new ActivePedal Pro order for you. It should be shipping later today with DHL 1-2 Day Express Delivery, once it does you will get sent tracking details.
(Normally, we wouldn’t send a new unit until we see in the tracking that the faulty unit is on its way to us, but I trust you to ship it back to us tomorrow and I want you to get a new working pedal asap since you had to wait for the shipping label for quite a while).
Let me know if you have any questions!
--------------------------------the support response I received today following my complaint-------------------------------------
Today I received the new pedal which works perfectly and I returned the defective pedal.
Case closed