Survey Completed, Never Charged more than 9$ Indiegogo pledge, Still waiting on Helpdesk for a single response



  • Okay, so this has been bothering me for the last 2 months, when I found out that everything was, in fact, on track, and I had time to look into it all and submit a help desk ticket.
    To make a long story short, I have reason to believe that my Indiegogo survey was somehow incomplete when I thought I had fully submitted it.
    And now as fact, I am without any fulfillment, nor response on the onion help desk, I am down 9 dollars, and incredibly discouraged from ordering through their online store when I can't even get a refund for the lack of campaign fulfillment.

    In the end, I am in need of 2 main things:
    One, a clear response from onion on this matter, with solution and action.
    Two, a way to continue with confidence in Onion's ability to manage their support.
    I want to be patient on the matter, but with 56 days on the onion help desk with not a single response, I am now losing patience, and I want to see this thing work as everyone else has gotten theirs to.

    What is there that anyone can suggest to me in order to aid in my journey?



  • @Eric-Karczewski Keep trying.

    It took me about 2 months to get the feed-back sorted. I eventually got a direct link from the HelpDesk to sort it. Having shipped more products, Helpdesk is probably even busier than before but there must be something wrong with the delay you are quoting.

    The initial survey link would not work for me: e-mail addresses are NOT case sensitive, so my e-mail was probably stored all lower-case regardless of what I typed. However, it seems the feed-back system IS case sensitive, which may had the survey failing... No way I could get this working without helpdesk link AND the insight I needed to try e-mail ALL lower-case on the survey.

    3 months ago, I got a reply to my helpdesk ticket in a couple of weeks. If you got no reply for 2 months, I would suggest editing the initial ticket, making sure it is still open and there is your e-mail adress and Pledge number on the right hand side. If it is closed or if you needed to open a new ticket, you might refer to the old ticket number, date, and please make sure to provide your email address, kick start number and seat tight. Helpdesk system shall acknowlege your request with a warning

    Due to our recent wildly successful Kickstarter and Indiegogo campaigns we are dealing with a significantly higher volume of tickets than usual. A support representative will be reviewing your request and will send you a personal response typically within 7-10 business days.

    If you are inquiring about a Kickstarter pledge or Onion Store order, it helps us process and respond to your ticket faster if you have included details such as your backer #, order #, etc. If you have already, thanks! If you have not done so yet, please send a follow-up reply with any relevant information so we can speed up the investigation.

    Once the survey has been sorted, it took me another couple of months to receive my kits. I am happy to say they were configured after a couple of days trying different things. I am certain Omega is a great product which can only improve in time and I would only suggest you to order MORE than what you need in the very short term to accomodate for future delays in product delivery and possible mishaps with configuration...



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