Not a good first customer service experience !!!

This is my first post and I am sorry it's a negative one, but I am at my wits end.
I just bought a 256. Friday I did some test ac welding, about 15 minn. of use. Worked great. When I came out sat. to start a project and as soon as I hit the peddle to start the pre flow, the over current light comes on and it doesn't put out a full arc.
I called Saturday late morning and never got my call returned. So I called again Monday early afternoon and still no call back!! What do I have to do to get my called returned?

I am very frustrated and loosing confidence in this product.

Matt

Matt, please call again, or PM me your phone number, I don’t know why yours got missed, I know we get numbers that we can’t make out occasionally. If you give us a call tomorrow morning ether Mike or myself will be happy to help.

Ray

Matt,
I don't have a call from you either. Which extension did you call? Sometimes, messages are left in the wrong box inadvertently by a slip of the dialing finger. AND despite, the instructions I have on my message, and I think others have too, people speak quickly running words together and neglecting to either give their full name, and/or number, and REPEAT it. The Digital age is great, but if things aren't 100%, there isn't much we can do to return a call, if a syllable drops on the phone number and it isn't repeated.

We are not on duty officially on Saturdays, and unless we have a death wish for our weekend plans and marital peace, don't typically answer calls. No other welder company will typically offer tech support either on the weekend. We do peruse the forums for the emergency needs. And If we do answer the phone, there isn't much way we can resolve a major issue until the next normal workday... If I am caught up with my weekend chores, I will answer a few calls just to keep things from piling up. To resolve most major problems, Monday is the quickest things can happen anyway. Usually calls are returned in the afternoon in the order they are received...Depending upon where you fall in the line up, occasionally things will be taken care of the next day.

At least you guys try to help as many as you can, I see it throughout the forums and glad to see it, with understanding of cource.

pvitor,
We do have a lot of customers, and from time to time it happens. The most frustrating thing to have happen is a customer who expects us to pick up and return his call by caller ID. My ID shows EVERLAST WELDERS on every call.

Matt,

It sucks your machine isn't working properly at this time, but trust me the team at Everlast will do what it takes to get yours working or get you a new one. Just be patient and CALM, keep this in mind and they will help you get the results you want. It can be rather tough to get them on the phone, but there are busy and will get to you.

Quote:

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Originally Posted by deranged

Matt,

It sucks your machine isn't working properly at this time, but trust me the team at Everlast will do what it takes to get yours working or get you a new one. Just be patient and CALM, keep this in mind and they will help you get the results you want. It can be rather tough to get them on the phone, but there are busy and will get to you.

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This exactly, I have noticed over the last couple days that they are very busy. I have had a hard time getting to speak with some people here but got to speak with who I needed today. You just have to be willing to understand that they are busy and it may take a couple tries to catch them at a time that works for both of you.

I also have a hard time reaching any one on the phone sometimes. I hope with all the new costumers everlast has and how fast they are growing, they will be able to hire a few more people in the sales and tech support department.

no worry they'll get it fixed these guys haven't disapointed me yet