MySN / Schenker : is there any support service ?

Discussion in 'Sager and Clevo' started by SorrowV, Jul 5, 2018.

  1. SorrowV

    SorrowV Newbie

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    Hello,

    I ordered a Laptop on Schenker Technologies in June 30, and since then I'm trying to contact their support with NO RESPONSE.

    As I'm living outside EU, I made the order and not validated yet the payment, waiting for their confirmation and some infos on how to process for having Global Blue and tax refund. But since I'm trying to reach them with zero response. I tried info@mysn.de and support@mysn.de

    As there any support ? Any way to contact them ?

    Is there any MySN support in this forum ?

    Hoping having a response soon, so I can be able to validate my order as soon as possible...

    Thanks in advance
     
  2. sicily428

    sicily428 Donuts!! :)

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  3. XMG

    XMG Company Representative

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    Hi

    If you email info@mysn.de then that's the best contact, but ifbyou haven't had a response for a while then there's usually a reason. Sometimes it's as simple as emailed going to spam or occasionally an email might be miss-directed inside the company. I can't say it happens often because our support staff are very good. If you call them you'll get an immediate answer. If you want to pm me your email address I can forward it to support and they'll look into it for you.

    This week everyone has been extremely busy with the yearly stock inventory and other projects, for example I am in writing this from Stuttgart at an industry event and nit from our office in Leipzig.

    I'm happy to help and sure there's a simple solution
     
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  4. SorrowV

    SorrowV Newbie

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    Hello,

    I received an answer a little after my message here. Here it is :

    --------------
    Dear Mr. xxxxx,


    thanks for your message.

    We are sorry for your long waiting time.


    Unfortunately the responsible colleague is not in the office this week.



    We kindly ask you for a little patience because he will be back on monday.


    We sincerely apologize for the inconvenience this may cause. Thank you for your understanding and your patience.



    Please feel free to call us under +49 (0) 341 - 246 70 470.
    ---------------

    A very correct email. Just had to wait one week to get a response, but I can understand the particular circumstances.

    I just hope that my order will not be cancelled with this delay, as I used a discount on it.

    Please confirm me that.

    Thanks in advance !

    @XMG
     
    Last edited: Jul 6, 2018
  5. SorrowV

    SorrowV Newbie

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    Hello,

    I waiting till Monday as suggested by XMG Support, I even sent an email today as a reminder, still, no response !

    What now @XMG ?

    At least let me know what's happening, I'm waiting to validate my order since Juin 30 and I'm not getting any answer about it since then !!!
     
  6. Meaker@Sager

    Meaker@Sager Company Representative

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    Did you try calling?
     
  7. SorrowV

    SorrowV Newbie

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    Not yet, but I will do today... This seem like the only option left as they aren't giving any answer yet...
     
  8. SorrowV

    SorrowV Newbie

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    I did call them, and the service was good.

    My order seem to be in the right direction now.

    So for my experience with XMG for now, I waited 10 days with the email service, but had a good response and assistance with the call service.

    I would then advise to any other XMG client to get a call directly if you have trouble with your order, cause I almost gave up with the email service !

    Cheers
     
  9. Meaker@Sager

    Meaker@Sager Company Representative

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    Email trails can go awry so I would always call to clear up anything.
     
  10. XMG

    XMG Company Representative

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    Yup, it can happen. I've been guilty as I expect we all have at some time. Dealing with the Global Blur tax rebate on export is something that specific people do here, in this case it was bad timing that the guys were mornin the office and it disnt seem to have been picked up on the day that they came back - we get hundreds of emails over each weekend, they should all be dealt with ASAP but in a professional and complete manner. Hopefully it's all resolved now, a call will always get to the bottom of a problem, wether a misplaced email, spam mistake etc etc.
     
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