Lack of response from AG

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luvmyrv

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Wondering if its just me....but have any of you experienced a zero response from AG Customer Service? Twice now I have emailed them and gotten no response. One time was right after I placed an order and tried to get something added to it. Was too late I guess as the order shipped without my addition but I didn't even receive a reply. Now just on the weekend I emailed asking a question, and it's been 3 days and no response...is this normal from the Customer service dept??? I keep reading how excellent the customer service is. I have been very happy with the orders I have placed and the speed of shipping and quality of packing.
 
luvmyrv said:
Wondering if its just me....but have any of you experienced a zero response from AG Customer Service? Twice now I have emailed them and gotten no response. One time was right after I placed an order and tried to get something added to it. Was too late I guess as the order shipped without my addition but I didn't even receive a reply. Now just on the weekend I emailed asking a question, and it's been 3 days and no response...is this normal from the Customer service dept??? I keep reading how excellent the customer service is. I have been very happy with the orders I have placed and the speed of shipping and quality of packing.
Click to expand...

Can you send your email to the following address [email protected]

Thanks


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Unfortunately this has been my experience as well. I love their products, good prices with discounts, and excellent forum - but their customer response / communication is horrible. I have had many many emails go completely unanswered in the past 6 months...

One thing I will say though, they usually make things right in the end. You shouldn't have to email and call 10 times to get a response though...

Sent from my SM-G955U using Tapatalk
 
The email address you mailed to would be helpfull to them I think. If it's something wrong with it or something else.
 
I personally have never had any issues with email communications, I have always received an answer in a timely manner.
 
Ya, AG won't add items to existing orders. I was on the short end of that as well. I don't know why they refuse to do it, but it's their one flaw in terms of customer experience. As for not answering emails, I have never sent them any so I don't know. All my experience with their customer service has been good. Maybe you could call them and see if they can help you over the phone? Maybe there is a problem with emails getting through for some reason.
 
It's not an issue of the emails not getting through. I had 2 different shipping issues the end of last year. Both instances I emailed and attempted to call numerous times. No response. In both instances, a few days later I received the items missing from my order. That's great, but there was no response, no apology, nothing to make up for the issue like an extra sample or something...

After sending another email detailing their lack of response I again received no response. I have since made 2 orders from competitors as a result...
 
I think the company was sold. Maybe they have made changes I am not aware of. This is sad, AG's customer service used to be second to none.
 
I emailed this morning about a shipment that was damaged in route and FedEx was redirecting back to them. I got response in 30 minutes. I can't ask for any better then that A+ in my book

Sent from my Z982 using Autogeekonline mobile app
 
SWETM said:
The email address you mailed to would be helpfull to them I think. If it's something wrong with it or something else.
Click to expand...

This is correct, we will be able to run a trace and see what happen with the emails.
Thank you for all the feedback, I'm forwarding this thread to the customer service manager.
 
Calendyr said:
I think the company was sold. Maybe they have made changes I am not aware of. This is sad, AG's customer service used to be second to none.
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These same types of email issues were posted from time to time on the forum before the company was sold too. But I've personally never experienced any issues.
 
I’ve have also had some issues with emailing customer service. I can’t remember which email address it was, but it was a general one.

I have also had some not get unresponed to, but yet they did address the problem so you know they got it.

One of the last ones was an order that seemed to stuck somewhere in the picking and packing process.

I sent an email because I noticed the status hadn’t changed in about a week. I received no response, but yet my order was suddenly shipped. I guess the “response” was the automated shipping email.

You get much better results emailing a specific customer service rep but you shouldn’t have to.
 
Admin said:
Can you send your email to the following address [email protected]

Thanks


Sent from my iPhone using Autogeekonline mobile app
Click to expand...

I would love to...but in both instances I went to the "Contact Us" link on the main page where you simply give your email address and type in your msg. So In that case it doesn't appear in my sent folder in my email account. That may be the problem. Probably better off to email a customer service rep directly but we don't have access to those email addresses, and probably with good reason.....Jason I will email you directly with my question from the weekend...thanks for looking into this and forwarding it to the customer service mgr.
 
luvmyrv said:
I would love to...but in both instances I went to the "Contact Us" link on the main page where you simply give your email address and type in your msg. So In that case it doesn't appear in my sent folder in my email account. That may be the problem. Probably better off to email a customer service rep directly but we don't have access to those email addresses, and probably with good reason.....Jason I will email you directly with my question from the weekend...thanks for looking into this and forwarding it to the customer service mgr.
Click to expand...

Thanks for the info, that gives me a place to start looking.
 
Mantilgh said:
One of the last ones was an order that seemed to stuck somewhere in the picking and packing process.

I sent an email because I noticed the status hadn’t changed in about a week. I received no response, but yet my order was suddenly shipped. I guess the “response” was the automated shipping email.

You get much better results emailing a specific customer service rep but you shouldn’t have to.
Click to expand...

Have noticed AG (And Autopia as well) don't have as many order status updates as they used to. Pretty much order, wait for shipping notice. Standard fare.

Edit: I've only had to contact them 3 times in last 18 months; if I remember correctly, I got pretty much instant response and resolution. Usually was a shipping/product error that, in the end, worked out to my advantage; i.e. "Keep what we sent your and we'll now send you the right stuff." Have had some extended "order and then wait a week for for shipping confirmation" but if I need something quick, I just order from another vendor who ships quicker.
 
The best bet in most instances is to probably call them. I've communicated with AG both ways and never had an issue.

I've only attempted to contact them via e-mail on two occasions. The first time I received a response in about two days and was able to work things out just fine. The second time, I received an order which shipped with the wrong part. I sent an e-mail describing the problem but never received a response. However, about 48 hours after I sent my e-mail, I received a shipping notification the part was en route. The problem was solved quickly with no problem, just without any response from a human.
 
I've had some instances where I did send an email and did not get a response, but my issue was still fixed. They may not respond to all of them, but they do read them.

Getting them on the phone, on the other hand, has been a big challenge. I've called numerous times in a day, just to see if I was calling them at their busy time of day, and the next day without being able to get anyone on the phone. I find emailing them to be easier even if they do not respond.

Sent from my SM-N950U using Autogeekonline mobile app
 
I see the not responding to emails isn't an isolated incident. It's unfortunate...
If they get their customer communication under control they will have a top notch business, until then I can't give them an A+

I think they HIGHLY underestimate the long term effects of poor communication & customer service. As a former business owner I can say I truly understand the importance

Sent from my SM-G955U using Tapatalk
 
Personally if I've had to contact AG I just call. I get someone right away and my issue/request is taken care of.
 
Well I am surprised about these issues some have had. I have ordered and received more than 100 orders and the only problem has been a item that was not actually as ordered. A packer in the shipping dept type of error. Called and fixed instantly. My last order had a Sonax BOGO item that the top busted off and I did not even complain because of all the previous good service received. I felt that they deserved a Mulligan and did not want to bust their chops over a rough handled box that was 90% complete. I have never sent a email to customer service so that maybe is good luck on my side. Sorry for those that have had less than happy experience with orders.
 
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