Even though my brilliant plan to solve my Golfcaddie connection issue was a huge success, I decided to pursue acquisition of the correct parts from SkyGolf one more time. On their support page I notice they have a live chat feature. I’ve used live chat on other websites and it works great for instant problem solving. So, I clicked “Start Live Chat …”
2 hours later and no one has started chatting with me. So much for the “instant” part. Here’s what you get. An update every 3 1/2 minutes reminding you that you are being ignored.
Connecting to chat session.
One moment, please….
(09:21:33) A secure encrypted SSL connection has been established.
(09:21:33) This application allows an Advanced Technical Support Associate to chat with you via the SkyGolf Support Portal.
(09:21:43) Your Advanced Technical Support Associate will be with you shortly. This session may be recorded for quality assurance.
(09:21:43) By continuing to use this application (which includes but not limited to, granting access to and/or viewing of your computer) you are agreeing to the following: Full Terms & Conditions
(09:22:23) WAIVER AGREEMENT
yada yada …
(09:24:47) Thank you for your patience. Your request is important to us, and our next available advanced technical support specialist will assist you as soon as possible.
(09:28:17) Thank you for your patience. Your request is important to us, and our next available advanced technical support specialist will assist you as soon as possible.
(11:20:18) Thank you for your patience. Your request is important to us, and our next available advanced technical support specialist will assist you as soon as possible.
I let that run for more than 2 hours with no response. OK, that didn’t work. Let’s see if they also ignore emails. In all fairness, this was on a Saturday, but the chat thing was supposed to be a 24/7 thing.
My Saturday email requesting information on extra parts was answered Monday morning. Now we’re getting somewhere, kinda. The email stated:
Your recently contacted us about your SkyCaddie. We placed an order to send you a replacement SkyCaddie through our Back In Play service plan however we were unable to process your method of payment. Please contact our support center by phone to provide updated payment information.
Cool! I think … So, if they’re going to replace my SkyCaddie, why do they need a method of payment? I asked them that in the email reply and got another email the next morning (I guess they only check the email once a day?) Basically got the same email with no details, telling me I needed to call them. I was dreading that as the Live Chat thing was useless and it takes 24 hours to turn around an email. How long would I have to be on hold for this?
OK, so I called. After wading through several menu items someone actually answered. I was a bit surprised to be talking to a human so quickly.
So here’s their deal: It’s called the Back in Play program. They will replace my unit with a new one (maybe refurbished?) with all of my data installed for $89. Might sound like a good deal but wait a minute … I already paid $349 originally. Can’t I just buy the parts that are broken. Nope. I didn’t feel like forking over more money, besides, with my new connection invention, my Skycaddies works just fine.
I declined the offer, sat back in my chair and admired my handiwork again.