“Are you still in business?”—Hyper support ghosts customers, sparks outrage – Ars Technica

Hyper, known for making some of the best GaN chargers, as well as docks, battery packs and other accessories, has some work to do to get back to its customers after several complaints that its support team has gone quiet and their 1-800 service is problematic. Support numbers. The silent treatment has been so bad that some have questioned whether Hyper is even a company anymore. Hyper told Ars Technica that it is, in fact, still a company, and that its support services are back on track after experiencing technical issues following a 2021 acquisition by Targas.

The silent treatment

Various complaints about Hyper Support are readily available online over the past few weeks. Monday’s Reddit thread, for example, urges people to stop buying Hyper products due to lack of technical and RMA support. User “eat_pb” sent a replacement HyperJuice battery pack after one of the USB-C ports stopped working.

“Fast forward 4 weeks and I have heard nothing from HYPER. No replacement battery pack sent. I sent several emails to my support address, asking about RMA status, no response. I tried. Calling the support phone numbers listed on their website, both numbers were disconnected.” Ite_PB wrote.

There are similar accounts shared on Twitter. A user He said he deserved it. Inability to obtain satisfaction of recovery claim. Some have complained Unfulfilled orders.

This user, for example, says he’s been talking to Hyper’s support team online, finally getting stuck for three months and still four months later with no resolution.

On Twitter, most complaints have responses from the Hyper Twitter handle, asking the customer to ask Hyper support team emailBut some customers have responded that we have sent them to Hyper and/or email Details sent by direct mail to hyper Twitter account And he got no response.

The lack of communication has led some to wonder if hyper is equal. Still in business.

As of Monday, HyperOnline’s support page was sharing a 1-800 number to contact, a number that its Twitter account pointed out to some customers. However, when I called on Monday and every day since, I got a busy signal.

Over the past weeks, HyperTwitter has continued to lead people to support channels that Hyper doesn’t seem to have the ability to follow. A day after Ars Technica reported the complaints, the company did not provide an explanation for the online complaints about the lack of Hyper Support.

“We apologize for the delay in customer service response time. Unfortunately, our phone lines are down due to technical issues. Rest assured, we’re still here to support you by emailing support@hypershop.com. I’ll DM you. Regarding your issue: “Hyper’s Twitter account He wrote On May 2, responding to an April 30 complaint from a disgruntled user.

Hyper explanation

When I couldn’t reach Hyper’s support team, I contacted the PR team it shares with parent company Targas, and they were more than responsive. When I contacted PR on Monday, I heard back from a representative on Tuesday and got a detailed explanation from the company’s head of sales and marketing on Wednesday about the company’s lack of customer support.

According to Hyper’s Barry Miller, Hyper’s weaknesses stem from Hyper’s months-long transition, which included moving its headquarters from Silicon Valley to Anaheim, California, where Targas is headquartered. Shipping and logistics operations have moved to a 70,000-square-foot warehouse in Anaheim, where Targas will operate Hyper’s “fulfillment operations team to process higher order volumes faster than ever before,” the exhibitor said.

Miller also said Hyper is moving its customer care operations to a separate global call center with 300 percent more agents.

Surprisingly, so far, support seems to be getting worse.

Miller said:

During this transition, we experienced technical challenges that impacted our shipping process and customer call support, as well as delayed customer service inquiries and order requests.

Among these challenges was the complex task of migrating Hyper’s existing toll-free customer support infrastructure to our new global call center and integrating the e-commerce platform with the new warehouse.

Hyper has launched a new toll-free support number—1 (844) 674-6789—in Ethiopia today at 10:00 a.m. As of this writing, the numbers seem to work, shockingly, when a human representative answers.

Miller says things seem to improve with support updates, although implementing them will initially hurt customer support. “Apologise,” said Hyper.[s] Delays and Delays in Customer Service.

We are excited to see the positive impact these changes will have on our valued customers. We recognize, however, that the process of implementing these reforms may present unexpected delays and challenges. Rest assured, our team is working tirelessly to resolve these issues, and we expect our operations to be operating at full capacity in the near future.

Hyper’s exec. As of May 3, all Hyper back orders have been filled and emails to Hyper’s support email now receive a response “typically within 24 hours,” he said. However, the support ticket I submitted to the Hyper support team via email confirmed receipt on May 1st has not yet been responded to by a Hyper representative. If I file a new ticket, I may get a faster response, but there may still be a support record that isn’t being responded to faster.

Damage has been done

Hyper is now doing its best damage control, but customers aren’t quick to forget companies that have made long, unanswered email chains or returns for faulty or unwanted products a challenge. Although we cannot confirm the validity of the complaint, it is especially troubling to see a customer report their recall request without a response. Recalls can already make consumers second-guess an electronics maker. And if a company doesn’t show pure care in handling a recall, it completely breaks customer trust.

Hyper put its reputation somewhat in jeopardy when it recalled the 100W and 65W stackable GaN chargers as well as the 130W battery in late September. The memory came later Hyper has already pulled the chargers from its online shelves, refused to recall them, and put them back on shelves after the stackable chargers had a known overheating problem, The Verge reported in June.

A slow response to customers, especially for product issues, and unreliable service can damage a company that deals with sensitive products like chargers and cables that connect to people’s critical and expensive devices. Hyper-customer communication seems particularly critical for product launches, as they depend on frequent churn.

As it stands, it looks like Hyper has already lost Reddit user eat_pb.

“At this point I have accepted that I will never see a fixed battery case and have ordered another company to replace it. Buyer beware!” They wrote.