thanks in part to Kenneth, I was contacted by Particle support and we realized there was a misunderstanding over this whole thing. Without going into detail, they were very responsive and will be dispatching my replacement antenna soon.
Thank you to those who helped and this experience has not changed my opinion of Particle. I am still a loyal customer
Dear fellow Particle community members,
I know this isn’t a technical question but I just got an email from Particle that left me quite shocked and I want the community to know about it.
A couple of months ago, I bought two 2G Electrons from Adafruit which work fine but the antenna on one of them was faulty. I emailed Particle to ask for a replacement and they politely and promptly arranged to ship me a replacement. Two weeks of radio silence later, I email them asking for an update about the antenna, and four days later, this is the response I get:
And they closed the ticket.
So without giving me a chance to explain that my name (first and last, which is what they asked me for) is an extremely common name is a very unstable region full of suspected terrorists and criminals, they shut the door in my face. At least at airports they pick up the phone and clarify the person’s full name, but in Particle’s case, they couldn’t be bothered.
Not only that, I did a search of people on the EU sanctions list and the last name of the closest match only phonetically sounds like mine.
Add to all that the fact that I am a resident of Canada and not the EU…
On what planet can you call this good customer service? I have bought $250 worth of Particle equipment, supported their kickstarter, recommended them to friends…I am an upstanding member of society actually trying to use Electrons to help farmers in a poor country…this is the service I get, just for committing the heinous crime of having a common Arab name.
I really don’t know what to think anymore. I had an order of 50 Electrons lined up for my Nepal project but now what…
I would appreciate any advice from you guys. Thank you.