Anyone have trouble with Chi Company customer service?

[DKershner]

I have ordered a few times from Chi, and the stuff has come and been exactly what I wanted, but I recently had something break and emailed them about it and never received a response. I had never emailed them before, but is this typical? It has been about a week and their estimates on the site are around 24-48 hours.

 

[wildwest450]

Never, ever a problem.

 

[kmat123]

Not the octopus!

 

[samc]

I emailed them about my damaged product and never received a response. Emailed the manufacturer of the product and they sent me replacement parts ASAP with extras and an apology. I notice CHI no longer sells that product. Possibly they don't monitor the emails - lots of other vendors to take my cash.

Not my intention to flame them, but you asked for experiences about them.

 

[BrewNinja1]

Im having problems right now. I bought some stuff then realized I got the wrong stuff. Tried to RMA it...no response for 2 weeks. Emailed again, got a response in a day. Mailed my stuff in, and now havent gotten a credit. Its been 2-3 weeks now =(

 

[ShortSnoutBrewing]

Call me old fashioned, but has anyone tried picking up the phone? No excuse to not respond to emails, but you may get faster service on the phone.

 

[boogyman]

I've dealt with CHI a few times.. phone is better than email to contact them. Get them on the phone, and you'll be taken care of.

 

[BrewNinja1]

I emailed them yesterday to find out where my refund was after posting here, and just now got an email that it was refunded. So it all worked out in the end. They definately are slow though.

BTW....also should mention that they recently changed their return policy. It used to be full credit up until around a month ago. Now they have a restocking fee. Just wanted to give a heads up.

 

[DKershner]

My intent wasn't to flame or sully their reputation, was just wondering how things went over there. Maybe I will get a response eventually, or if I feel strongly enough about it, I will call em.

 

[DKershner]

I just got a PM on the forum about this message from Matt at Chi. He said they have been behind as of late, and that messages should be resent.

So, looks like they just got a little behind...no biggie!

 

[jaginger]

I have found them to be a little slow at responding.

 

[RichBenn]

I asked them a question (email) on pinlock kegs; no response at all!

 

[boogyman]

I asked them a question (email) on pinlock kegs; no response at all!

When I talked with Matt there a month or so ago, they were having some problems with the modem/internet connection -- might have something to do with it. That's why I suggested calling.

 

[wildwest450]

When I talked with Matt there a month or so ago, they were having some problems with the modem/internet connection -- might have something to do with it. That's why I suggested calling.

That's to easy. In 2010, people are afraid of phones. They only use them to text or e-mail. It's easier to complain into cyberspace, instead of getting an actual human that could help them immediately.

 

[RichBenn]

That's to easy. In 2010, people are afraid of phones. They only use them to text or e-mail. It's easier to complain into cyberspace, instead of getting an actual human that could help them immediately.

But "Modem Connection?" I live in the boonies, and haven't used a modem in nearly 10 years! These guys have a web site, for ordering. How confident should one be in ordering off the web site when it appears no-one is home?

Just bad business practice, IMHO.....

 

[crush]

(Sorry to revive an old thread, but thought best keep all the info in one place.)

My current experiences with CHI aren't good. I placed an order with them 2 months ago. All the parts were shown as in stock on the website, but the carbonation lid couldn't be shipped because the carbonation stones were out of stock. I didn't mind the items being out of stock, but little communication made the situation much worse.

A month later, the order was shipped. One item was marked as on back-order, but there were several other items missing or incorrect quantities. (E.g. 2 liquid and 1 gas keg post instead of 1 liquid and 2 gas.)

I've emailed 4 times over the past 2 months and never had a reply. Today, I re-sent my latest mail via the contact form on their website. If I don't hear back in a couple of days, I'll call them.

The company has a great selection of products, some that I've not seen elsewhere - it's just a pity they don't back up the great product selection with great customer service.

 

[JRems]

Just call them as stated before. I have given them very complicated orders over the phone and had no problems. When I was short a couple o rings they sent extra on my next order. When I talked to them on the phone they were very courtious and helpful.

 

[sudsmcgee]

My general rule in life is not to rely on email, and don't get mad until you've at least tried to call a company. If you called and your experience still sucks, then flame away!