I’m genuinely amazed you got to speak to someone. They’re variable but usually reasonably responsive on Facebook Messenger – I’d say 90% of my queries have been responded to, and the majority acted on accurately. (A tip there is to be VERY clear in your requests. Do not be vague. If you want a replacement for specific issues, ask for them. Bullet-point lists work well.) I’ve had the odd response via email, too, albeit from people who I’m not sure have used email before, nor necessarily communicated with actual humans.
As a quick contrast regarding customer service, I recently ordered a batch of stuff from Rebellion that Yodel helpfully dropped and also abandoned while I was away on holiday, during which time it was pissing down, hence what was inside also getting water damage. Within two working days, I’d been offered a replacement order, which then arrived when promised. All simple stuff, but it felt like I was dealing with a real person (although, as we know, all of Tharg’s minions are of course actually cartoon robots – good AI though).
