I need a Wooting Team member to address this issue please

[timid terrace]

Attached is an email thread I had with Wooting regarding overselling a product I purchased and blaming the customer for processing fees Wooting has to pay when I request a refund for expedited shipping that Wooting failed to deliver on.

[vocal lily]

I see, the customer support member had used a regular refund template email. This is usually shared when refunding an entire order, we notify the customer that there are processing fees we incur and subsequent order placements with cancellations will start to incur cancellation fees at the 3rd subsequent cancellation as per policy.

In this scenario, that piece of information was completely unnecessary and not applicable to partial refunds, nor this particular situation.

[timid terrace]

Thank you for your response. I can see how this happened. I understand the need for response templates but they should be used as templates and edited where necessary and not used as a complete response.

I like the products that Wooting creates I really love the fact that you are not required to download and install extra software to fully utilize all features of the product.

That was a huge factor when I decided to purchase the full size keyboard from Wooting. I needed a full size for a new MMO game and was first looking at the Razor Huntsman but didn't want extra software so chose Wooting.

You have a winning company asd far as products go and truly wish you the best but my experience with customer support etc has been lacking.

Things I need Wooting to fix.

1. Overselling products: I honestly don't understand how this can happen in the way it was described to me in email. If something happened outside your control just be honest with the customer. If Wooting literally sold more items then they had in stock then Wooting is 100% wrong and that needs to be addressed immediately.

2. Communication with customers: If you are sending out a mass email don't try to disguise it as a personal email. Be honest. I understand you have many customers to address and obviously it would be impractical to to send a personalized email to each effected customer. However customer support emails should be read thoraly and responded to. Customer support representitives should not be listeing for keywords so they can send a email template real fast. Read the whole email and understand what is happening. Just like a real time verbal communication. You should listen to understand. Not listen to respond.

PS: Wooting should make mice as well with a web interface for configuration so I can uninstall more bloat software from my current mouse brand!

[vocal lily]

Appreciate the followup response.

You are correct in regards to the template, and this team member has been reminded of this fact. Every conversation is contextual. I rather have my CS member spend more time on a ticket, to get it right, and done, then to close as many as fast as possible. I also agree that the "respond with keywords" email is not amazing, I honestly wasn't aware it was a thing now, but also understand from a process standpoint why it was implemented.

There are actually a lot of these unpolished items at Customer service because we've grown incredible fast and have had a hard time to scale customer service as a whole. It's currently also the largest team at Wooting. We've grown from essentially 7 people to 45 people within 2 years. We purposely went slow the first year to build the right company culture with the first 10 people, from there we went a little faster.

The underlying intentions and resolutions with customer service is good, but it's relative slow and unpolished in the execution. It's a lot of trial and error finding efficiencies, and see how we can prevent tickets from even needed to be created, and pro-actively servicing people. I'm confident we'll get there with the team we have and are building. I used to do most of the customer service myself in the first 5 years of Wooting, I like to think to understand where it's coming from, and am not shying away from providing the right resources.

Concerning the overselling of stock. I can't tell what this exact case was, and we have 2 levels of buffer stock to usually capture any discrepancies between what is in stock in theory and what is in stock in practice. We use 3rd part fulfillment warehouses, these also make mistakes or time to time might have mislocated stock to later appear, or over count stock to later correct it down. When something runs out of theoretical stock, our system automatically stops sales OR continuous sale as backorders based on if there are any PO available.

We are still working on polishing the inventory system, but we build a lot of these systems in-house ourselves, instead of relying on 3rd party applications. This is also what allowed us to make the Batch tracking system for your orders.