L.A.B. Support

[Cogo]

Never had much to do with lab since recently when i ordered a putter through a fitter... Are they always really hard to get a hold of? E-Mailed a question like 4 days ago, zero response, the "chat support" on their homepage has been "offline" for days... 

[bcjim]

It is a major holiday weekend.  In fact, TG has morphed into basically a Christmas scale event.  My kids were off school all week. Most people are off, or take off, at least W and F.  I hate it personally, but here we are..

 

I mean I hate that its become nearly a wasted week. I'm fine with TG though you got to be some masochist to travel. And this year its worse since its freezing cold here in the eastern US and unlike some recent years, I can't just go live the golf course. 😂

Edited November 30, 2024 by bcjim

[Cogo]

25 minutes ago, bcjim said:

It is a major holiday weekend.  In fact, TG has morphed into basically a Christmas scale event.  My kids were off school all week. Most people are off, or take off, at least W and F.  I hate it personally, but here we are..

 

I mean I hate that its become nearly a wasted week. I'm fine with TG though you got to be some masochist to travel. And this year its worse since its freezing cold here in the eastern US and unlike some recent years, I can't just go live the golf course. 😂

 

 

Ah ok, it just seems a bit odd to go and announce the biggest sale of the year and then leave until its over. And there is a rest of the world, we don´t have holiday this weekend. And there is no notice about them being gone for almost a week...

[bcjim]

1 hour ago, Cogo said:

 

 

Ah ok, it just seems a bit odd to go and announce the biggest sale of the year and then leave until its over. And there is a rest of the world, we don´t have holiday this weekend. And there is no notice about them being gone for almost a week...

Can't disagree there. If you're a retail biz, this should be all hands on deck. And maybe it is. Possibly they are just overwhelmed. It's not a giant company.  But many things slow to a crawl this week in the US.

[third-times-a-charm]

11 hours ago, Cogo said:

Never had much to do with lab since recently when i ordered a putter through a fitter... Are they always really hard to get a hold of? E-Mailed a question like 4 days ago, zero response, the "chat support" on their homepage has been "offline" for days... 

As others have said its a big holiday "weekend" and I wouldnt consider any business open since last Wednesday before the USA Thanksgiving holiday.

 

I would give them until Monday at the earliest. With that said they also post here and argue with other users all the time under the name @labgolf so if they are online, their CS is probably online as well.

[Cogo]

2 hours ago, third-times-a-charm said:

As others have said its a big holiday "weekend" and I wouldnt consider any business open since last Wednesday before the USA Thanksgiving holiday.

 

I would give them until Monday at the earliest. With that said they also post here and argue with other users all the time under the name @labgolf so if they are online, their CS is probably online as well.

 

The problem is that the 20% discount ends on Monday. So by the time they answer it might be to late. And like I said we don't celebrate Thanksgiving over here. So I didn't even know it was right now. Ah well. I'm still hoping I'm eligible for the discount... 

[lipw87]

order it and email the order confirmation to their e-mail with your questions?

i was emailing them last week to have a shaft change and they were great.  definitely the weekend/holiday delay.

[Cogo]

20 minutes ago, lipw87 said:

order it and email the order confirmation to their e-mail with your questions?

i was emailing them last week to have a shaft change and they were great.  definitely the weekend/holiday delay.

It's allready ordered. But I had some questions. Ah well... I would think the bare minimum would be some kind of autoreply that they are closed for a week 

[eddiebigeddie]

I’m gonna agree with what everyone else has said already. Here in the US a lot of businesses “shutdown” during Thanksgiving “weekend”.  My work shuts down Thursday - Sunday and back to work on Monday.  Being they’re a smaller company I’d imagine they’re doing the family/thanksgiving travel thing. 

[southpaw72]

16 hours ago, third-times-a-charm said:

With that said they also post here and argue with other users all the time under the name @labgolf 

That’s weird I just see them help others and reply to questions from us gear junkies. It’s part of what makes them great IMO. 

Edited December 1, 2024 by southpaw72

[ilikegolf26]

16 hours ago, bcjim said:

It is a major holiday weekend.  In fact, TG has morphed into basically a Christmas scale event.  My kids were off school all week. Most people are off, or take off, at least W and F.  I hate it personally, but here we are..

 

I mean I hate that its become nearly a wasted week. I'm fine with TG though you got to be some masochist to travel. And this year its worse since its freezing cold here in the eastern US and unlike some recent years, I can't just go live the golf course. 😂

Or you actually want to see family that doesn’t live nearby. That’s,

like, a little possibility as well. 

[Tyrick24]

@Cogo LAB Customer Service has been tough to get ahold of for idk...a year to 18 months? Basically since they have seen this massive growth. They just can't keep up, there is so much interest in their products and they are super different from others in the category (until recently now that everyone is coming out with similar stuff). It's just part of the deal when a company blows up in the way that LAB has and is currently experiencing. You just have to email them and be patient, they have always gotten back to me.

I'm not saying you have stupid questions, but can you imagine the amount of incoming stupid questions they are receiving? It must be mind-boggling.

[taylorx300]

OP - your fitter should be able to answer your questions thru his LAB account channels.

[Cogo]

5 minutes ago, taylorx300 said:

OP - your fitter should be able to answer your questions thru his LAB account channels.

He says they don't answer aswell. 

[taylorx300]

Email of the B2B contact for his account, no phone calls. Usually gets an answer the next day.

what is the question on the custom order?

[Pnwpingi210]

As other have mentioned - it was a holiday in the us.  While business generally accept / in-take new orders during the thanksgiving holiday and weekend, I wouldn’t expect much customer service on an custom existing order,  likely since the build shop is closed down (as it should be).  Give them till tomorrow unless the it’s an uber emergency and you think you club is getting built today….

[southpaw72]

Ordered another on Sunday. Second guessed some changes I made from current putter on my new order. Heard back today that it was updated and edited. Less than two business days fresh off the Thanks sale. Can’t beat that. Are you sending your questions/requests to the right place? Their CS has always been amazing for me from the online chat to email. 

[Pnwpingi210]

On 12/2/2024 at 9:41 AM, Cogo said:

He says they don't answer aswell. 

Did you hear from lab?

[Cogo]

15 hours ago, Pnwpingi210 said:

Did you hear from lab?

Yes. After the discount ended I got a answer. That didn't help or tried to help at all unfortunately. 

[Pnwpingi210]

26 minutes ago, Cogo said:

Yes. After the discount ended I got a answer. That didn't help or tried to help at all unfortunately. 

Why not?  

Reading your original post it’s unclear if your recent order was placed before or during the discount period.  

[ButcherButters]

Based off of some posts referencing CS response time, looks like 3-5 business days on any questions sent in. 

[southpaw72]

On 12/6/2024 at 10:03 AM, Cogo said:

Yes. After the discount ended I got an answer. That didn't help or tried to help at all unfortunately. 

This reads like you emailed the day before thanksgiving, during the biggest sale of the year for them and the release of a new putter, and are upset it took a couple days to get a response over the next 4 days one of which was a buisness day.

 

Like I said, I received my CS help in less than two business days fresh off the holiday and the sale. Sometimes expectations might be the problem. 

[Cogo]

3 hours ago, southpaw72 said:

This reads like you emailed the day before thanksgiving, during the biggest sale of the year for them and the release of a new putter, and are upset it took a couple days to get a response over the next 4 days one of which was a buisness day.

 

Like I said, I received my CS help in less than two business days fresh off the holiday and the sale. Sometimes expectations might be the problem. 

 

You are wrong. And Thanksgiving is not a holiday for 99% of the world. Like I said. A autoreply saying that they are all gone would be appreciated.

[southpaw72]

5 hours ago, Cogo said:

 

You are wrong. And Thanksgiving is not a holiday for 99% of the world. Like I said. A autoreply saying that they are all gone would be appreciated.

Of course it’s not. But it is for the company you were expecting to reply over a holiday and weekend. lol 

[Cogo]

2 minutes ago, southpaw72 said:

Of course it’s not. But it is for the company you were expecting to reply over a holiday and weekend. lol 

And? Even their chat said they will be back soon. I get it. It's a small garagecompany that's grown to fast to keep up. I'm just stating facts.

 

 

[Pnwpingi210]

 

On 12/6/2024 at 7:03 AM, Cogo said:

Yes. After the discount ended I got a answer. That didn't help or tried to help at all unfortunately. 

 

On 12/6/2024 at 7:30 AM, Pnwpingi210 said:

Why not?  

Reading your original post it’s unclear if your recent order was placed before or during the discount period.  

Reposting as I’m genuinely curious what question you had on an existing order that an answer was only helpful during the Black Friday sale.

[Tyrick24]

10 hours ago, Cogo said:

 

You are wrong. And Thanksgiving is not a holiday for 99% of the world. Like I said. A autoreply saying that they are all gone would be appreciated.

@Cogo They weren't all gone, that's what their CS lead time is always.

Also, whoever told you at the fitter that they have the same response time for wholesale is lying. I have a wholesale account and have never waited more than 24 hours for a response to any question regarding a wholesale order. I placed an order on Tuesday and needed the shipping address changed and got a response and resolution within 4 hours.

[Cogo]

1 minute ago, Tyrick24 said:

@Cogo They weren't all gone, that's what their CS lead time is always.

Also, whoever told you at the fitter that they have the same response time for wholesale is lying. I have a wholesale account and have never waited more than 24 hours for a response to any question regarding a wholesale order. I placed an order on Tuesday and needed the shipping address changed and got a response and resolution within 4 hours.

Well he had to wait days aswell. He seemed baffled and sent another email. 🤷

 

The chat was also offline for days. 

 

It's OK. I get it. I just wanted somekind of notice. 

[lipw87]

retailers nightmare

[xabia]

again a favored company getting let off the hook by WRX mob for some reason. I have a LAB and have had 3 so I am clearly a fan

 

However, running a business means responding, please give the damn holiday thing a rest when the day AFTER (aka Black Friday) is one of the biggest sales days of the year. Want people to use your ecommerce at ANY TIME you should be able to answer questions and respond in a similar fashion