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Thread: Support ? Somebody HELP !




  1. #1
    Join Date
    Nov 2009
    Location
    the Netherlands
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    Default Support ? Somebody HELP !

    I have filled out the form on runcore.com, posted a message on this forum but besides the runcore "we received your email" message it's radio silence.

    My RunCore SSD is broken not even a week after I got it. No one from RunCore support seems to answer and this forum slowly but slightly starts to transform from a productive and very usefull technical support forum to a place where people scream for help because support does not answer.

    Can someone help me out here and explain what is happening at runcore ?

  2. #2
    Join Date
    Apr 2009
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    NY
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    160

    Default Re: Support ? Somebody HELP !

    Please be patent you will get a response very soon. I am sure they will send you an RMA.

    Matt

  3. #3
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    Default Re: Support ? Somebody HELP !

    I'm a patient man Matt... I will give it a couple of days.

  4. #4
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    Default Re: Support ? Somebody HELP !

    It has been over a week now. The broken SSD is still sitting on my desk and besides the "be patient" remark in the forum, I still haven't heard anything from RunCore. Not even a confirmation that they are working on it or deciding what to do with it... nothing. I really cannot believe RunCore is completely neglecting customers like this.
    I'm lucky I didn't sell the old 80Gb drive otherwise I wouldn't even have a laptop to work on!

  5. #5
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    Nov 2009
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    USA
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    Default Re: Support ? Somebody HELP !

    I must say that I haven't had a very positive experience with RunCore's support.

    I sent two emails to RunCore support 6 days ago and the only response I see is the automated response from the form script. It is also not very encouraging to only see marketing responding to the forum though RunCore is responding so we must give them that.

    Thankfully my problem is already resolved, but I expect to see more answers to technical questions after spending the kind of money I spent on a RunCore SSD. I'm putting off any additional purchases until I see firm answers on:

    1) Why are support emails not answered in 24 - 48 hours?

    2) Where are the updates on firmware features such as garbage collection or TRIM?

    3) Why are only marketing people responding to this forum?

    4) Why has it been 5 days since this post with no reply from RunCore in the Official Tech Support forum?

    I may come across as harsh, but I want to be fair too. The RunCore hardware has been some of the best I've used. We just need better communication with technical staff outlining ETAs to feature enhancements and much faster replies from technical support.

  6. #6
    Join Date
    Nov 2009
    Location
    china
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    Smile Re: Support ? Somebody HELP !

    Quote Originally Posted by luttjl View Post
    I have filled out the form on runcore.com, posted a message on this forum but besides the runcore "we received your email" message it's radio silence.

    My RunCore SSD is broken not even a week after I got it. No one from RunCore support seems to answer and this forum slowly but slightly starts to transform from a productive and very usefull technical support forum to a place where people scream for help because support does not answer.

    Can someone help me out here and explain what is happening at runcore ?

    You can describe your problem in this forum but this forum can't repair your SSD. So any problem about our product don't post message to formplease send e-mail to support@runcore.com we will reply and send RMA to you as soon as possible

  7. #7
    Join Date
    Nov 2009
    Location
    the Netherlands
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    Default Re: Support ? Somebody HELP !

    The forum is meant for people to share experiences and provide some feedback to RunCore about their products. In my case, I followed the suggested process by only using the RunCore website but did not get any response besides the automated reply. I turned to the forum to see if people have had similar experiences and already found a way to get their issues resolved.

    Potential buyers and current customers do not "just" want a fancy product, they want a product that works with support that can help them resolve their problems. Taking some time to figure things out is not the problem here, not replying to support mails is the problem. It made me think I did not follow the right process to get my SSD fixed. You cannot blame me for finding alternate methods of communication.

    I understand the forum does not repair my SSD. I just hope you realize this remark is not fair considering it took RunCore far over a week to respond to a support call. I got the RMA response today and the information in it is not enough to get things moving. It suggests returning the SSD to my "agent" but I bought the drive on the runcore website as we don't have a distributor in the Netherlands. No address to ship to, nothing....

    Hope things will get moving shortly.

  8. #8
    Join Date
    Nov 2009
    Location
    china
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    Default Re: Support ? Somebody HELP !

    Thank you for your valuable comments to us. We will work to improve.

    If there is any problems after purchasing our products, you can e-mail to us support@runcore.com ,we will give your a reply in 24 hours. Specific questions we will ask our engineers to solve for you in a week.

    Also you can share your experiences of using our products on the forums. The forums is a platforn for mutual exchange customer with our Tech Supports. We will reply to your questions in the first time.

  9. #9
    Join Date
    Nov 2009
    Location
    the Netherlands
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    Default Re: Support ? Somebody HELP !

    Fair enough. Maybe it's a good idea to start by removing the support form on the runcore.com website and by removing the DO NOT REPLY to this message from support.

    Runcore is asking to not use the support@runcore.com email address whereas this whole thread is filling up with requests to do precise that :-)

  10. #10
    Join Date
    Nov 2009
    Location
    the Netherlands
    Posts
    11

    Default Re: Support ? Somebody HELP !

    It has been a week since the last contact with Runcore in which I requested shipping information. I also sent a mail to the support address repeating my request for an address to ship the broken drive and I added 5 times PLEASE in the request aswell.

    Again, no answer, nothing. We're now entering the 3rd week just to get a drive repaired and in that time I haven't even received the correct information to ship the drive.

    Is there any chance someone can just answer support calls within 24 hours as Runcore claims ? After all, I'm just asking for an address.....

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