Topic: Testing the responsiveness of Ledger Support (Read 206 times)

That's a good idea. It would be interesting to see how the support of other hardware wallet manufacturers handles questions and criticism for their devices. Thanks for the tip.  

Nah, I didn't perceive it as such.

While I find interesting the results of your test, now, after a good thinking, I think that it would have been even more interesting to not publish the results yet, instead do first a similar test with a couple more major HW companies. And then compare. Now some may be warned

Please don't take it as criticism. Hats off for the effort!

Their initial response time is just a few hours if the email is sent during morning hours according to European time zones. But I would assume that when it's time to get a replacement device out of their pockets for example, it would take longer.

Unfortunately, that's the same way that many other businesses act when you need to get something from them. Especially if they have to return your money. Paying customers always have priority over those who complain. I waited for like 10 months to get my money back for a flight that was cancelled due to COVID. You can't be late to pay your taxes, but the government can when there is a tax return. That's just the way it is.

It seems I've been misunderstood here. Of course, I didn't mean posting support ticket, identifiable and private information in a public subreddit. Of course, to do such a thing is openly absurd.


Thank you. You most accurately voiced what I had in mind. I should have elaborated on this in my post.

I get that, but to me that's indicative of customer service failure if I need to shame them into acting.

Although to be fair, this thread shows that Ledger customer service isn't that bad.

You are right about that part. But so is ETFbitcoin about what he said. You shouldn't use the reddit board or any social media to post private and identifiable information, but you can use it to get a bit more attention to your particular case. No company or service likes to look bad in public, and applying a little bit of pressure at the right time, can do the trick.

It's bad idea posting support ticket in public, but this reddit channel is very active with 79k members and they are responding to people fairly quickly, but you can also expect to receive a message from random scammers
You probably meant to say btchip, who claims he is ledger co-founder, but in same time he works as reddit ledger moderator, banning people for not saying what he doesn't like:
https://www.reddit.com/user/btchip/

To be fair, it's not bad idea if used as last resort if Ledger Support never respond to your problem, give very unsatisfying answer or close your ticket (and marked it as solved while the reality isn't).


While there are many spammer/scammer there, it should be official Ledger subreddit since it's mentioned on Ledger website. But  they don't mention list of official representative, so it's not really useful.

That sounds absurd, posting a support request publicly. And from what I've seen in that subreddit, it's full of spammers and scammers, and there is some dimwit pretending to be a "founder" or something like that. Best advice you'll get there is to contact support through the proper channels.

If you want Ledger to pay attention to your problem and solve it faster, then can use the option of posting on the official subreddit: https://www.reddit.com/r/ledgerwallet/. This option is suitable for the least patient.

Like I said, if someone wants to receive support in a language other than English, they can simply write their query in that language. It should be obvious that someone writing a support ticket in Russian is going to want a response in Russian. There is no reason to fill out a special form or click a special button.

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I would also point out that most of the shitposters who do not speak English, are trying to write as many posts as quickly as possible. They are taking shortcuts wherever available, so they won't do things such as run their post through google translate back into their native language to see if what they wrote makes sense. Someone conducting business is not going to write as quickly as possible.

Update:
As I mentioned yesterday, the Order & Shipping team has gotten in touch with me with a short message that has been included in the OP:

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I would expect that a company who deals with customers from all over the world has instructions on how to contact them if you want to receive support in Spanish, French, Russian, or any of the other world languages. But that's not the case here.

Considering the low cost of Ledgers (and the likely high margins), they likely will consider sending a replacement even if the ledger is out of warranty.
If I were to send a message in English, I would expect to receive a response in English. Sometimes, I receive a PM asking for help in a langue I do not speak, and when I communicate with these people, I will use google translate to send messages in the language they sent their message to me in.

I just checked my email one more time and they actually replied back already. Nothing spectacular, but I will include their reply in the OP later.

I guess it also depends on the type of information you request. They are used to receiving inquiries about their devices, bugs, hardware failures, and stuff like that. But there are probably not that many people who ask questions about their privacy policy, so not all agents know how to handle them or where to find the information quickly. And that particular matter is not as urgent as faulty devices, so maybe that's why it wasn't handled immediately.

That's the tricky part! That department has been dealing with a huge backlog of refund or replacement orders in the past few months and that's also what most users usually report in their subreddit.

On the other thread, they did mention an unlimited warranty if it's a software issue, but I was surprised to see them offering a replacement for a hardware issue ^{[case #2]} that's no longer under warranty!

Yeah, they do ask for that quite a lot. They also want to see order details to establish when and where you purchases your device. What's interesting is that they requested shipping information even for hardware wallets that are no longer under warranty.

I guess you are right. However, when you enter the support page, they don't mention anything about other languages. You have no option to manually send your ticket to a support representative who speaks your language or pick the language you want to to be contacted in.

It appears their standard response is to get your shipping information for them to potentially send you a replacement.

I would also think they would have support reps that speak multiple languages, so I don't think it would make sense to see people sending support tickets in broken English, as people can write in their own language.

Since this reply, I wanted to do further tests on how long it takes Ledger to respond and handle client requests.

I made up 4 problems that I have with Ledger hardware wallets. I contacted their support on different days and times and from separate emails.

In addition to the made-up problems, I behaved differently towards the support. I acted calm and professional on two occasions. But, I also cursed and used profanity in my third email, and in the last one, I wrote like your average shitposter.

Let’s see how it went and what replies the Ledger support agents wrote.


Case #1
Mellow like a melon

On 13 January at 8:26 CET, I contacted Ledger’s support pretending to have a display issue with my Nano S.



At 12:11 on the same day, they replied back with this:



They asked for my shipping info to send a replacement device if needed. I didn’t want to provide it, but I am still waiting on the email from the colleague mentioned by the support agent.

Update: On 14 January, 17:11 CET, I received a short message from the Order & Shipping team asking me to contact them for further assistance.




Case #2
The shitposter

I wanted to see how Ledger reacts when confronted by a non-English speaker who can barely write a few understandable sentences.

I sent them this beauty on 12 January 19:18 CET:



Their first reply came the following day, 13 January, at 12:37 CET. They asked me to provide information about the order. When and how I bought the device.



This is my second reply sent on 14 January 08:30 CET:



And in the final message sent to me on 14 January 10:31 CET (time not shown on the screenshot due to the length of the email), they asked me for my shipping details. They said they would send a prepaid label to return the device and receive a replacement instead.




Case #3
The aggressive jerkoff

Let’s see how Ledger reacts when they get a support enquiry from a nervous customer who swears at them. The email was sent on 12 January at 19:58 CET.



In their reply on 13 January at 11:25 CET, they asked me to send video proof of my faulty device.




Case #4
Cool and steady

I was courteous a 2nd time and asked how to fix the problem I was experiencing with my hardware wallet. The email was sent on 14 January at 8:38 CET.



Their reply came at 12:25 CET on the same day.





Conclusion

In all cases, I received a reply from Ledger the same day or during the following day (if the email was sent in the evening hours). Regarding Case #1, I am still waiting to hear back from the order & shipping team. I will update this thread when I get it. OP has been updated with the email send from the appropriate department.

As we can see from the 4 examples, they responded to me no matter if I acted calmly or used profanity. The non-English speaking shitposter also got the help he needed. I didn’t want to waste their time too much, so I only did this test with 4 fake problems. I could have done it with many more but didn’t want to.

A tip to those contacting Ledger support:
Make sure you fill out the support form correctly!

It is possible to send a message without filling out the ‘What is your problem?’ field. You don’t get an error message that your support inquiry wasn’t sent. However, you don’t get an automated reply from Ledger, a ticket number, and feedback that you will be contacted asap. Fill in all the fields.