I guess I’m glad I’m not the only one… I’ve had similar experiences as @Mjones. I tried to bring some visibility to this topic during the AMA event here: Particle CEO AMA Today 2PM PST - #27 by zach Overall, in my experience… this is the one area of the Particle that needs to be improved. Rather than handling 1 order issue at a time, it seems like Particle should step back and look at the overall end to end process and evaluate where the workflow, key points of contact, process metrics, and overall process needs to be revamped.
Don’t take this the wrong way… I’m a huge fan of Particle. It just would be very nice to see some long term changes/improvements be made to the hardware order management/support ticket process.