lscottk
Experienced
Just wanted to give a BIG thank you to Mark Day for some above and beyond customer service. My name came up on the FM9 Turbo wait list in December. I submitted my order the same day I received my invitation. Unfortunately my order went in just a day or two before the huge blizzard that blanketed the Eastern US. So I waited patiently until the weather cleared up enough for UPS to start moving packages across the country (I live in Washington State). Yesterday (Tuesday) I got an email from UPS saying that my FM9 would be delivered the following day between 12noon and 4pm. Well that's awesome! So I made sure to come home by noon so I'd be here to sign for the package. Wouldn't you know it, UPS decided to deliver the package at 10:21am, an hour and a half before I got home. I didn't want to take more time off work to be home to sign for the package, so I tried to contact UPS to have them hold the package at their local distribution center so that I could pick it up. Calling UPS was an utter shit show. It took me over an hour to get past the automated phone service. For some reason the automated service would not take my tracking number, and it wouldn't let me talk to a human unless it had my tracking number. After telling my tracking number a couple of dozen times and getting no where, I just started speaking nonsense. Think Captain Kirk confusing an android robot with faulty logic - you know, talking about purple roads made of marshmallows. I took some sort of perverse pleasure in using some small amount of UPS resources because they wouldn't let me talk to a real human. While I was talking gibberish I was writing an email to Fractal Support expressing my frustration and asking for help. Around the time that I sent my email to Fractal the UPS system mysteriously transferred me to a real human! I kid you not. And the real human told me that the only way I could have the package held for pickup was to ask the shipper (Fractal Audio) put it on hold for pickup. Bummer . . . because it was after 2pm here in Washington, which means that it was after 5pm in New Hampshire, so I'd have to wait until the next day to talk to Fractal.
And then, like a ray of sunshine in the midst of my Kafka/Star Trek mashup horror story, I saw that Fractal Support had sent me an email. It was from Mark Day. He told me that my email caught his eye, he had logged in to the UPS website and changed my package to hold at the local distribution center. At 6:30pm I went to the distribution center and I picked up my FM9!
You just have to love the service that you find at Fractal Audio. And it was Mark Day to boot. I am a long time customer, and expect to be one for life.
Thank you Mark Day for the great service, and the whole Fractal team for being such a great company with such awesome products. I'm very thankful!
Scott Kissel
And then, like a ray of sunshine in the midst of my Kafka/Star Trek mashup horror story, I saw that Fractal Support had sent me an email. It was from Mark Day. He told me that my email caught his eye, he had logged in to the UPS website and changed my package to hold at the local distribution center. At 6:30pm I went to the distribution center and I picked up my FM9!
You just have to love the service that you find at Fractal Audio. And it was Mark Day to boot. I am a long time customer, and expect to be one for life.
Thank you Mark Day for the great service, and the whole Fractal team for being such a great company with such awesome products. I'm very thankful!
Scott Kissel