diff options
| author | Drew DeVault <sir@cmpwn.com> | 2019-09-24 09:12:09 -0400 |
|---|---|---|
| committer | Drew DeVault <sir@cmpwn.com> | 2019-09-24 09:12:09 -0400 |
| commit | ab69f135deb2800144973a6b7e880bd1c07acdf7 (patch) | |
| tree | 3b7df24cfe79d0b70ee3911bdb87a18a8fa0fe1b | |
| parent | 93ed92d191972553c26a97415c38dde9d3ecac29 (diff) | |
Add further erratta
| -rw-r--r-- | _posts/2019-09-23-RaptorCS-Blackbird-a-horror-story.md | 28 |
1 files changed, 26 insertions, 2 deletions
diff --git a/_posts/2019-09-23-RaptorCS-Blackbird-a-horror-story.md b/_posts/2019-09-23-RaptorCS-Blackbird-a-horror-story.md index 45df1d1..ff0cb63 100644 --- a/_posts/2019-09-23-RaptorCS-Blackbird-a-horror-story.md +++ b/_posts/2019-09-23-RaptorCS-Blackbird-a-horror-story.md @@ -128,11 +128,35 @@ to be an effective paper weight, either! **Erratta** -*2019-09-22 @ 00:19 UTC*: Raptor has reached out and apologized for my support +*2019-09-24 @ 00:19 UTC*: Raptor has reached out and apologized for my support experience. We are discussing these problems in more detail now. They have also issued a refund for the unshipped RAM. -*2019-09-22 @ 00:51 UTC*: Raptor believes the CPU to be faulty and is shipping a +*2019-09-24 @ 00:51 UTC*: Raptor believes the CPU to be faulty and is shipping a replacement. They attribute the delay to having to reach out to IBM about the problem, but don't have a satisfactory answer to why the support process failed. I understand it's being discussed internally. + +*2019-09-24 @ 13:08 UTC*: + +> After investigation, we are implementing new mechanisms to avoid support +> issues like the one you experienced. We now have a self-serve RMA generation +> system which would have significantly reduced your wait time, and are taking +> measures to ensure that tickets are no longer able to be ignored by front line +> support staff. We believe we have addressed the known failure modes at this +> time, and management will be keeping a close eye on the operation of the +> support system to ensure that new failure modes are handled rapidly. + +They've tweeted this about their new self-service RMA system as well: + +> We've made it easy to submit RMA requests for defective products on our Web +> site. Simply go to your account, select the "Submit RMA Request" link, and +> fill out the form. Your product will be warranty checked and, if valid, you +> will receive an RMA number and shipping address! + +— @RaptorCompSys via [Twitter](https://twitter.com/RaptorCompSys/status/1176432946670186498) + +I agree that this shows positive improvements and a willingness to continue +making improvements in their support experience. Thanks to Raptor for taking +these concerns seriously. I hope to have a working Blackbird system soon, and +will publish a follow-up review when the time comes. |