And the non-phone support is slipping too.
I recently ordered 3 kits, When they arrived, I unpacked and noticed a pack of yeast was missing from the order. -simple mistake, should not be a big deal.- I used the online support link, to report the missing item and to request a reship. It was almost 2 days before they responded, saying, “We have had an influx of customer contacts” but could send the missing satchel the next day. The one request I made, “Please send me the tracking number. so I can make sure the yeast isn’t left on my front porch all day.” 3 days later I emailed again asking if the reorder shipped, and could I please get the tracking number. Another couple days after that the yeast arrived, and sat on my porch for hours because I hadn’t arranged for it to be brought in. I never did get a reply to either email about the tracking. I would have been less-unhappy if they replied, “I don’t have access to tracking.” but to flat-out ignore two e-mails is just unacceptable.
Not saying it’s happening at NB, but I’ve seen in larger companies, after-sale support is seen as just a ‘cost center’ which cuts into profit, and therefore is generally the front line in ‘cost-cutting’ sacrifices. What they fail to consider is that after-sale support is what makes customers “sticky” Which is when customers come back to you without even considering your competition. Shi**y after-sale support is what makes customers say, “I’m never going back there, even if they are cheaper.”