I didnt get reply from customer service in about 12 days right now. When it was "just" 5 days i created second ticket, they already closed and merged that second ticket for duplicity reasons after just one day, but didnt repply to the main one.
Customer support is terrible. I wanted to buy 3 more books but after this experience i will probably close the ticket today and wont buy anything

So every one want them to keep costs low. 

But everyone also wants them to have a huge support team 24/7 able to respond within 2-3 day (though seems most want it in 24 hrs).  

The two are mutually exclusive. 

No matter which way you spin it, spending as much money as some people do here shouldn’t incur almost a month wait, period.

I work in tech, and have a firm grasp on how this stuff works and I just can’t understand a wait that long without even a “hey we’re looking in to it” with a more firm timeline.

Think a month is bad for a what is essentially a luxury item.   Wait til you have to fight over a year for healthcare coverage you are supposed to be getting. 

Should it be better handled? In a perfect world, Yes.  Even in a non-perfect world it could be a lot better.   But the idea there is going to be a huge team handling this, on top of a huge influx of sales...  the expectation doesn't fit reality.   Corporations are greedy, and they are going to cut costs anyway they can, especially support costs.  It is either deal with that, or walk away, may be to a smaller independent publisher because that isn't going to change. 

Facing facts isn't spin. 

I think you’re missing the point and conflating this a bit. I don’t care about the size of the company, it also doesn’t matter if this is a luxury item or not considering tender was exchanged for a service and deserves a level of care. That’s it.

You pay for something, and should be afforded some level of support. It’s also a boon to their sales if they can resolve queries quickly but that’s a separate issue they can dive in to internally.

I see your point and I agree that you can choose to spend money or not, but that’s also separate from this argument. They offer support, and offer a timeline for how long it should take and consistently miss on those expectations. If it’s going to take a month just say so.

Again you are expecting a corporation to not cut costs, or even care that a customer out of how many, is not happy, as long as cash keeps coming in. 

I don't disagree, you pay for something you should expect proper service, but guess what, that doesn't happen all the time.   My neighbor got their roof replaced TWICE to fix a leak.  It still leaks.  And neither company that worked on it is responding to calls.   Because they know, the neighbor isn't going to take them to court and can get away with it.  So they keep operating. 

That expectation in the real world, just isn't always realistic.   And it sucks, and there is little we can do to change that other walk away and hope eventually they'll take notice if more also walk away.  But until then, this is the reality that their CS will be slow. 

I think we’re largely saying the same thing, but from different sides of the coin. I agree with what you’re saying completely. I work for a large corporation too, it’s just how things work. Complaining makes me feel better about it though, and has a small chance to affect change by empowering others to add their voice to it. Maybe they’ll bring this thread up when talking about how to address the CS problem, hahaha.

Quote from Nilbits >>

 Maybe they’ll bring this thread up when talking about how to address the CS problem, hahaha.

 We can only hope. But yeah the laugh is appropriate. 

Fact is pre-wizbro DDB cs was infinitely better than post wizbro DDB cs.

wizbro hides taking promised incentives behind a horrible cs interaction. It is a lip service with a sloppy slap in the face.