[Saygus V²] AdamColligan:
I just tried again

Again, I'd love to know if anyone received that email before 12:08MDT, but that's clearly not exactly the only thing wrong here.

Just now:

Samuel Rhodes: Hello. My name is Samuel Rhodes, How can i help you today?

Client: Are there multiple agents that come up as Samuel Rhodes, or would this be the same rep I spoke to before?

Samuel Rhodes: How can i help you with?

Client: Are there multiple agents that come up as Samuel Rhodes, or would this be the same rep I spoke to before?

Samuel Rhodes: Its the same.

Client: So I want to ask about shipping. First question is: will we need to submit a payment of some kind before our unit can ship?

Samuel Rhodes: Yes we will send you a link to make the payment for the shipping.

Once that is done, We will process your shipping and send you the tracking numbers and other details

Client: Is there an expectation about when I will get that link?

Samuel Rhodes: You should receive it today or tomorrow.

Client: The last time we spoke, you told me that email delays had to do with emails going out in batches. Have *any* customers received real shipping information yet?

Samuel Rhodes: Not yet. Our team is working on that as we speak.

Client: I was also told that there is information that I was supposed to receive in addition to the shipping information.

Samuel Rhodes: Yes as i mentioned earlier, All the information you require will be sent in the personal email.

Client: Can you let me know what went wrong the last time we spoke? You told me that the emails that went out on Monday were in batches and that there could be delays on those messages because of that, but that they contained complete shipping information and had already begun being sent earlier int he day. But it appears that there was only one email with an incomplete country list, it was the same for everyone and sent at the same time, and it was sent using the MailChimp service so wouldn't have needed to trickle out. So why was the information so far off?

Samuel Rhodes: There was nothing that went wrong. We have thousands of customers from different countries and each of them has different shipping rates. Some countries have additional taxes as well. So our team is working day and night to sort this to make sure that the phones start shipping on Friday and it is our Number one priority right now. I understand that you have waited a very long time but i request you to wait a little bit more. Just a day or two.

Client: But you personally told me almost two that the "complete" shipping emails had already started going out. And you told me that batched emails were going out to different customers at different times, when it looks like the ones so far have been single shots using a high-capacity (simultaneous send) service. That's what I mean when I ask what went wrong.

*told me almost two days ago

Samuel Rhodes: The email that i meant was the email you received yesterday.

You have been transferred to: Jessica.

Client: Right, and you called that an "email with the complete information" and said that it had already begun being sent out in batches. But as far as I can tell, there were no batches -- it wasn't sent to anyone until after that conversation, when it went through a MailChimp list. And it contained no shipping information for the US and no shipping information for any other country except a dollar figure without further explanation. So I'm interested in how I could have

...been told something that was that far off base

Jessica: I am sorry that you misunderstood. We are going to start sending the personal emails soon.

Client: I didn't misunderstand -- I have the conversation saved. That's the issue I'm having here. You said something in black and white that wasn't true, and you're telling me I misunderstood it.

From Monday before the country-list message went out: "Samuel Rhodes: I see. I understand that. But this email with the complete information are started being sent out.

And once again, they are by batches. So please give us time and you will get them eventually."

Jessica: Yes what we meant was that email.

Client: But, and correct me if I'm wrong, it had not started being sent out. It was not sent out at all until 12:08 MDT, when it went out to everyone through MailChimp. At it did not contain any shipping information for the US or any shipping information for anywhere else except a dollar figure. I'm reconsidering my order now not because of the delay but because it looks like there might be an honesty problem. And so I'm trying to figure out what went wrong so that I can have confidence in what I'm told again.

Jessica: I am not sure what you mean by wrong. We said we will send out the shipping details and we sent and we also said that we will do a followup email to everyone individually which we are working on right now.

Client: Are you able to see the full conversation above? You said that you were sending complete details -- there were *no* details for the US and almost no details for anywhere else. You said you had already begun sending them, that they were being sent around the clock, when none had been sent. You don't see why that's wrong. Customers came asking because they had not received something when it was expected. You told them that *other* customers had received it and that it was just taking time to get to their batch. If in fact that isn't true, you don't see why it's wrong?

Jessica: How do you know that everyone received the email at the same time?

Client: I don't for sure

Jessica: It was sent in batches. Some got instantly and some got after a few hours

Client: I know that the few people that mentioned it all said the same time. I know that my own message headers showed it was from MailChimp, which suggests there would be no problem with volume capacity. I know there are a large number of people on the XDA thread about the phone, and no one was aware of any send-out until immediately after that same time. And I know that what I was told about the content of the email was wrong. So I'm just putting 1+1+1 together

Jessica: Its your right to believe what you think is right. But we have thousands of subscribers and they all received at different timings.

Client I guess there isn't much point in pursuing it further. I just realized I was arguing with a ShutterStock image

Chat ended

That last thing is true, by the way, though I don't have the post count required to make a hyperlink. [It's tineye.com (slash) search (slash) 6cf6eee3b6946a7a2b4dc93870d9aa5d227b7e30 (slash)... I don't know why it irritates me or even whether it counts as unprofessional, as I'm sure it's common. But it still bothers me. I guess it's my pesky expectation problem again, or just the context.