Pending Resolution For Your Support Requests

6th Nov 2024

Hey Trooper!

Yes, it’s been a mess. I know. Over the last month or so, you have tried to get your support request resolved and we have made quite a few delays and screw-ups in doing them.

While I assure you that your ticket will definitely be resolved, I just wanted to explain the situation so you know this is definitely a one-off case and does not reflect the exceptional customer experience that we strive for.

The Problems:

1. Software: In early October, we migrated our warehouse software to a new platform. This caused some issues with order sync and inventory sync which resulted in selling inventory that we did not have. So you got to place an order for the product that was sold out. This means we either wait for the product to be restocked or give you a refund. We are in the process of finding out these orders and resolving them one-by-one.

2. People: In mid-October, we appointed a new support team and they are currently in the process of getting acquainted with old tickets. It takes quite a while to dig out the history across orders, shipments, payments, returns, etc. And we have a huge backlog of tickets from the previous issue we mentioned. So all we ask is for some patience while our support team is working extra hours to get your issue resolved.

3. Diwali Break: While I know we had to clear out this mess, it was essential for my team to get their well deserved Diwali holidays. This caused further pile-up but worry not, we are going to make up for that.

You may look at these as excuses or just usual challenges of running a business. Regardless, we are learning form it.

Be assured, we are now fully equipped with kickass tools and fully charged team to get this thing back to normal. You will hear further updates soon. And if you have any urgent query, feel free to reach out to us on the phone:
+91-9920355437 (Mon to Fri 11am to 5pm)

Cheers,

Jugal Mistry
Founder
Bombay Trooper