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I'd be wary of buying the modmic given my experience with their customer support. While taking a fair amount of time before getting back to me, in addition to having me (kindly) pay $8 for them to ship it back to me, (which of course doesn't include shipping back to them, that's another cost, which I normally don't mind) I'm out more than 25% of what the mic itself cost. I've used it for roughly a month or two, and have taken great care of it. Then out of nowhere, the mic stops working. It sounded good while it worked, but given this experience I'll find another mic with better reliability and customer service. I find this ridiculous when the mic is normally 50-60$, and even at 40-50$ here on massdrop. The massdrop made boom mic looks good, seems to sound better, and is nearly half the cost at 30$. I really wanted to like this mic, but unfortunately could not given the issue of product reliability and lack of customer support. I've gotten better service from an online bed sheet company.
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BuzzkillMcNoobSauceHey Buzz,
Sorry to hear you had such a bad CS experience! Based on the image you attached, I can't actually be certain how long the CS team took to reply (only that it was 59 minutes after you took the screenshot). Are you saying it took 5 days (Oct 12 to 17) to get a reply? If so I agree that is unusually long and unacceptable. Our goal is 24 hours, not including weekends.
I'll chat with our team here and find out the full story and give everyone an update. Believe it or not, your feedback (even negative feedback) is important to our IDing any problems we have with the way we operate. CS requests may have a longer delay if we are unable to answer by Friday, causing the ticket to get moved to Monday. This could be the case here, where the ticket was unable to be picked up on Oct 13 (Friday) and got moved to after the weekend (Oct 16).
Either way that is just speculation, and perhaps shows a clear area where we can do better with weekend tickets and revising our CS schedule.
AntlionJoeYour cs response time was good, as Patrick responded within a day or so each time. I wrote the complaint while I was irritated at the mic having been defective barely 2-3 months in with light use; my real problem is with the product at that point. My complaint with the customer service would be product support/reliability (which is corporate based SOP I imagine, so it's hard to fault you there) . I understand there are manufacturing defects, and that these things do happen. I also understand paying shipping back, as some cover shipping while others do not. After paying 5-8$ to ship it back, plus another 8$ for return shipping, and that I only paid 45$ for it on MD, that's nearly 33% of the cost of the mic. Im not a big fan on having to pay the return shipping, especially when its 8$ for something that seems so small. The product worked as intended, and sounded good, at least for the time it actually worked.
BuzzkillMcNoobSauceAh, thanks for the clarification. I did get to talk to the team here before being dragged into an hour long meeting (fun right!?). It did turn out that it was the weekend that slowed things down, but as you say, and our CS team agrees, that is WAY less of an issue than that the mic appears to have failed. The shipping costs certainly weigh heavily on us. I am constantly amazed at how much shipping costs actually are and believe it or not, we don't make extra margin on shipping despite that high figure. It ha,s in part, to do with handling fees from our warehouse, which is where being a small company competing with larger ones really starts to hurt, as we don't get the economy of scale (let alone having our own warehouse!)
That all said, I'll have our CS team reach out to you again and see if we can get this resolved in a more equitable fashion. AND for those reading this: I'd do this for anyone who reached out to me, not just on a public forum. If anyone ever has an issue they can come talk to me directly on our Discord and I will do everything within reason to help find a resolution.
AntlionJoeHearing all that helps justify it a bit more. I appreciate it Joe, I'll keep my ears open.
Soundtoxin
143
Dec 21, 2017
BuzzkillMcNoobSauceI had my original modmic 4.0 go bad after a bad trip/fall that damaged the cable internally. This is one reason I think making the cable detachable/replaceable on the 5.0 model is an excellent idea. It's not worth it to me to buy right now when my replacement 4.0 works great, but I'm happy that other people can probably avoid the mistake I made.