Have you considered a UK/EU support/parts center?

It's pretty hard to get support for Openbuilds products on this side of the globe. There is a lag of 24/48 hours to get a response and that simply isn't good enough. I reported an error to my retailer on Friday (6 days ago) and I still don't have a response other than to follow the troubleshooting (I did, several times over). It's not my retailer that's causing the hold-up. The issue is the time difference. You either need a night shift or someone in our timezone.

 

My issue isn't who to speak to but the delay in responding.

Six days and we are still waiting for a response. There was one response we received on Monday saying to follow the troubleshooting. Nothing further despite several emails chasing it up.

You have lots of customers in Europe surly it would make sense to have at least one person in our timezone that can help with issues.

 

The store I purchased from (RatRig) has been very helpful but they hadn't had a response from Openbuilds since Monday. I understand that there are reasons for that, time-zone is one. Many of your customers use these devices for business. Waiting a week for help isn't great.

RatRig very kindly sent me a replacement so I can get back up and running. They informed me that the usual procedure is to ship faulty items back to the US for repair?? The shipping costs must be astronomical?! Then theirs the turn around time. Having a 2-week downtime isn't acceptable especially if it takes a week or longer to get the first reply. Having a repair center in Europe would half that downtime, save on shipping, and increase customer satisfaction. Doesn't have to be a big operation and I'm sure there's plenty of UK/EU users on this forum that could do it and would be grateful for the income.

Plus when I eventually need a spare part, being able to get it the next day would be good.