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Mark 7 Customer Service


Rich406
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I’ve been giving some though lately of upgrading to a Mark 7 Evolution from my 1050 with autodrive pro. The only thing holding me back is how terrible my experiences with Mark7 customer service has been.

 

When I received my autodrive pro the primer check sensor was DOA, it took me over 3 months to navigate their customer service and get a new sensor. Later on I purchased their powder check sensor, it also arrived DOA. I submitted a support ticket, after receiving no response over a week later and not wanting to deal with it, I returned the powder check sensor. 

 

My impression of their CS is that it stinks, and I’m glad I havent had a serious problem with my autodrive pro. That said I really like the feature of their new presses, but I don’t want to wait weeks or even months to get help when I need it. 

 

So, has anyone had good experiences with their CS? Or are my experinces normal?

Edited by Rich406
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In my experience, if it's something important don't rely on "hands-off" customer service options with Mark 7, such as posting support issues on the owner's forum, e-mail or using the ticket submission process, always call, and they will always answer.  I have had many, many e-mails not responded to for days, weeks or never.  But I've also received stellar above-and-beyond customer service many times, including video chats with engineer, free parts, etc.  So my take is the people at Mark 7 are great, they care, and they want to help you.  However, they're understaffed and overwhelmed much of the time, so you have to treat it that way knowing that if it's a big problem you have to keep on them for a solution, don't just sit back and stew about them not returning your e-mail for a week, or you're just going to be disgruntled.  What I have NEVER seen is Mark 7 not being willing to help or resolve and issue, and to me that's the most important thing to consider as an owner.

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32 minutes ago, tanks said:

I have had great customer service. All my issues were taken care of in a speedily manner. While getting my powder dispenser upgraded I was getting almost daily text messages about the progress.

 

are you using their “premium” customer support?

Edited by Rich406
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2 hours ago, Tanfastic said:

In my experience, if it's something important don't rely on "hands-off" customer service options with Mark 7, such as posting support issues on the owner's forum, e-mail or using the ticket submission process, always call, and they will always answer.  I have had many, many e-mails not responded to for days, weeks or never.  But I've also received stellar above-and-beyond customer service many times, including video chats with engineer, free parts, etc.  So my take is the people at Mark 7 are great, they care, and they want to help you.  However, they're understaffed and overwhelmed much of the time, so you have to treat it that way knowing that if it's a big problem you have to keep on them for a solution, don't just sit back and stew about them not returning your e-mail for a week, or you're just going to be disgruntled.  What I have NEVER seen is Mark 7 not being willing to help or resolve and issue, and to me that's the most important thing to consider as an owner.

 

When I was trying to get my primer check fixed. I called and left messages 3 times, not one call was returned. 

 

When i I was trying to get my powder check sensor fixed, I called and the CS rep took my info and opened a ticket, then said someone would have to get back to me. No one ever did....

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