Support response time

[hazzer]

Hi, Ive been having issues with my throttle and have contacted support but it has been taking a really long time between replies, has anyone else has the same issue?

[dburne]

Hi, Ive been having issues with my throttle and have contacted support but it has been taking a really long time between replies, has anyone else has the same issue?

 

Any dealings I have had with support here:

support@virpil.com

I have had very fast response times. Usually by Cyph3r.

Been a few weeks however since I have used their support.

[hazzer]

Any dealings I have had with support here:

support@virpil.com

I have had very fast response times. Usually by Cyph3r.

Been a few weeks however since I have used their support.

 

Yeah that's what I've been using, I guess they have been busy though, the slider wheel on the back if my throttle has failed

[Joe Lighty]

I think they're REALLY busy at the moment - support via Ticket has been slow for me...

[Cyph3r]

I do apologise guys - we are incredibly busy at the moment (hence my absence from these forums over the past week or so!), and I'm doing my best to get around to all support tickets as soon as possible :)

[hazzer]

I do apologise guys - we are incredibly busy at the moment (hence my absence from these forums over the past week or so!), and I'm doing my best to get around to all support tickets as soon as possible :)

 

Don't worry about it!

[Gatchaman]

I do apologise guys - we are incredibly busy at the moment (hence my absence from these forums over the past week or so!), and I'm doing my best to get around to all support tickets as soon as possible :)

Just noticed that the Virpil store is back in stock of various items. This will bring another spike in customer support issues. I understand you guys have a business to run and want to sell as many units as possible but your own forum is littered with tech support posts from people with issues that are left unanswered, especially regarding your throttle.

 

Your products are expensive, you get what you pay for which is why we buy your products for quality from small scale production - this should also include all aspects of the customer experience. We’re all fans of flight sims and respect the work you do to create these niche products for us but as one of your customers I do feel let down by reading reports and experiencing inconsistent build quality and software issues.

 

Support ticket response times are very slow, you’re busy, I get that but it will only get worse as you release more stock. There feels to me to be an inbalance here that needs addressing.

[Joe Lighty]

I’m afraid I have to agree with you, Gatchaman...

[Cyph3r]

Our forums are a great resource for VPC users to help out other VPC users with common issues and I do try to chime in when I can - the priority is our direct support portal for urgent issues.

 

I can confirm that most (if not all) the users who have posted on the forums, do also have direct tickets open and most cases are very easily and quickly resolved.

 

Most ticket responses are within 24 hours up to 72 hours during particularly busy times. The VPC support team will of course grow to match the demand so there's no need to worry :)

[chief]

Hey Hazzer. What types of problems are you having?

[Ifikratis]

@Cyph3r, could you please have a look at my support ticket regarding my order? Ticket ID: #VPC-338483

 

Thanks

[Cyph3r]

@Cyph3r, could you please have a look at my support ticket regarding my order? Ticket ID: #VPC-338483

 

Thanks

 

I have checked your parcel tracking - your order is on track and is almost with you, I'd guess either today or tomorrow! :thumbup:

Edited November 19, 2018 by Cyph3r

[LNM]

@Cyph3r, please look into my request for support send to support@virpil.com since Monday and Tuesday.