Nireeka support request

Chat started on 18 Oct 2019, 08:56 AM (GMT+0)
(08:56:38)	*** Visitor 75586647 joined the chat ***
(08:56:38)	Visitor 75586647: Problem with dispatch. Help.
(09:15:22)	Jose: zzzzzz
(09:15:29)	Jose: I am gonna wait
(09:22:57)	Jose: Still waiting!!!!!!
(09:23:19)	Jose: The person that is front of me MUST HAVE A LOT OF QUESTIONS! for a single support person!!!!!!!!!
(09:28:50)	Jose: let's start counting the time shall we? so i've opened my request at 9h30 - is now 10h28
(09:51:21)	Jose: Still waiting -- 10h51
(10:09:01)	Jose: 11h10
(10:22:35)	Jose: 11h22
(10:34:06)	Jose: 11h34
(10:36:17)	*** Helena joined the chat ***
(10:36:37)	Helena: Hello Jose,
(10:36:44)	Helena: Are you there?
(10:37:49)	Jose: yes!
(10:37:55)	Jose: 2h waiting!
(10:37:56)	Helena: Sorry
(10:38:25)	Helena: I have forgotten you due I was chatting with 4 other backers
(10:38:35)	Helena: sorry
(10:38:43)	Helena: How can I help you?
(10:39:16)	Jose: Problem is i've been waiting for my ORDER for a year now - the first estimation (or the second) was to September of 2018.. since then the manufactering % was got to 97% and stuck there
(10:39:40)	Jose: Getting hold of support has been proven almost impossible! No update so far, i believe i am one of the first backers my order number is 684
(10:39:43)	Helena: let me have your order number, please
(10:40:00)	Helena: Ok
(10:40:29)	Jose: i've paid all my duties months ago - i'm paying for duties for a bike that is not even ready to be shipped i never EVER had to do this
(10:40:47)	Jose: on the premise that the bike would be sent ASAP - has been almost 4/5 months since then.
(10:40:58)	Helena: Jose, pay attention to me please.
(10:41:03)	Helena: How tall are you?
(10:41:13)	Jose: 1.89 cm
(10:41:31)	Helena: give me 1 minute, please
(10:44:53)	Helena: Do you let me change your color?
(10:45:09)	Jose: what color is available to dispatch at the moment
(10:45:34)	Helena: Green is available and I can ship your bike in 1 week.
(10:45:51)	Jose: any other colour ?
(10:46:00)	Helena: white is the second choice but it takes a little longer, like 3 weeks.
(10:46:19)	Jose: and if i decide to stay with yellow -- 1 more year?
(10:46:43)	Helena: at least 1-1.5 months for shipping.
(10:47:57)	Jose: for black
(10:48:09)	Helena: let me check
(10:52:38)	Helena: Blackmatte is available in 3 weeks
(10:53:23)	Jose: If i want a refund what i need to do ?
(10:53:45)	Jose: I am thinking i will get the full refund , including all the features and perks i selected + duty i paid
(10:55:02)	Helena: 1. For refund contact [email protected] 2. Refund will be 75% according to Indiegogo 3. it will not be quicker than the bike arrival
(10:55:33)	Jose: if you are saying that a refund will take more than 1year and half
(10:55:54)	Jose: actually more - since the bike can even be dispatched no-where soon.
(10:56:23)	Helena: Jose, I am talking honestly with you
(10:57:07)	Jose: Well all i know is someone has been lying to me - otherwise i wouldn't have put so much money upfront for a bike to be delivered 2 years after.
(10:57:41)	Jose: As someone in the Forum was saying - i had a baby meanwhile, moved country - god knows if i will even be alive when the bike arrives.
(10:58:05)	Jose: I should also let you know that this transcript is going to Nireeka Owners/Backers forum group in facebook.
(10:58:34)	Jose: I will wait for the yellow one - and in December if my bike hasn't been delivered yet i will be AGAIN waiting for as many hours as it takes to speak with someone.
(10:58:42)	Helena: That's Ok.
(10:59:02)	Helena: but these are not something helping the situation.
(10:59:47)	Jose: There is a few in the same situation as me that couldn't wait for 2h to get support - so if the colours is an issue , it should have been mentioned, if the refund takes more than the bike arrival that is more than 2 months easily - that it should also been mentioned somewhere.
(11:00:21)	Helena: please contact refund I can not help any further, seemingly. Also, nobody is lying to you, this is all your misunderstanding.
(11:00:51)	Helena: you do not need to get worried for the others, please.
(11:01:34)	Jose: As i said, i'm gonna wait for the 1month - 1.5 month you were mentioning earlier - unless you've not been honest with me ?
(11:01:52)	Jose: I can wait 1 month i have been waiting for longer than that
(11:02:05)	Jose: I'm not worried about the others - i'm just doing what you guys are not doing - updating people
(11:02:14)	Helena: I made an apology to you and I think that is good for me if I were you. Also for whom who do not receive the service from online in no way, they will receive contact from email
(11:03:01)	Jose: I've also tried to email you -- got no reply.
(11:03:16)	Jose: Nevertheless - all has been said and clarified
(11:03:27)	Jose: Thanks Helena - i will be in touch in December if no update has been provided.
(11:03:28)	Helena: you should do it in the right way, as explained on website.
(11:04:17)	Jose: Saying that would be assuming i didn't do it in the right way -- so let me ask you where in the website explains how to reach support -
(11:04:30)	Jose: in the "right way"
(11:04:35)	Helena: that was not what I supposed.
(11:05:39)	Helena: it depends on what are your needs or issues. then you should contact the right email. if you did not receive a response I assume you made something wrong, maybe.
(11:05:59)	Jose: Okay i think we are done here.
(11:06:13)	Jose: Please update backers, as you are supposed to.
(11:06:25)	Jose: Thank you have a nice day
(11:06:33)	Helena: you too.
(11:07:17)	*** Jose has rated the chat Bad ***