Hi Francis,

Thank you for your post. I really do appreciate taking this seriously and trying to do something about it. In a startup it is easy to get caught up in all the daily issues and emergencies and forget who is paying the bills for you. I sent multiple emails to hello@onion.io (the only email address I could find on your website) and never received a reply. I have seen no email from onion.io and I run my own mail server and I even white-listed your domain on my server once I sent the emails. This is not an isolated incident it has happened TWICE to me and I received a private message from another user saying they had the same issues. I understand that things happen and a lot of those things are out of your control as a business. However, communication with your customers is ESSENTIAL to building good will and more importantly return business. I will not cancel my order and will be patient but PLEASE, PLEASE try to improve your companies communication with your customers. I am in business too and unfortunately these delays and lack of communication have caused me to move on to another solution when I really wanted to use you guys. I hope if nothing else this was a leaning experience and I wish you guys the best of luck!

Thank you,
Mike Chilson

Thanks for the link. However, I cannot get them to respond any other way. My tone is this way because being nice has not accomplished anything. I don't know what universe you live in but in this one businesses depend on customers not the other way around. SBC's are a dime a dozen and they just lost a customer.

I am not going to waste any more of my time filling out a support ticket that will go unanswered. It is not my responsibility to contact you, but YOURS to contact me if there is an issue on your side. You have my email information.

Is there some issue that is keeping you guys from shipping my order?

Order #3886 — 13 Feb 02:55
Payment Status: Paid
Fulfillment Status: Unfulfilled

You guys have a great product but this is the second time I have ordered from you and the service is unacceptable. No status update, no announcement that there are production issues. I think it's time to get your act together as a company if you ever expect to build your business into anything substantial. If I did this to my customers I would be out of business fast.

A very dissatisfied customer.

Mike Chilson