ZyXEL Customer Service

After initially announcing the fact that I was purchasing a ZyXEL NAS, I received a message from ZyXEL via Twitter…

if we can be of any help please dm us direct.

Which, well, was a nice touch.

Anyway, I did need help as I’m unable to get iTunes to pick up the music from the NAS – it’s recognising the NSA210, but not listing any music for it. But rather than use Twitter, I used the website contact form.

That was a few days ago, so I decided to chase it up via a DM to ZyXELs Twitter account.

A few short hours later I’ve had the following response (via email)…

Thank you for bringing this to my attention and I must apologise on behalf of ZyXEL that you have had to chase up for a response from the support team. I have chased through your support enquiry and you should have heard from someone in the team by now, if not you will shortly. I am personally seeing this through to ensure you now get a swift resolution.

If you have still not had a response on Monday then please do contact me and I will ensure you get a response ASAP.

And this was from their Marketing Manager. Sure enough, it was preceded by an email from customer service stating that they’d recreated my problem (why do I have suspicions that this is going to be an iTunes problem!) and was looking into it.

What more can I say? More companies could follow this excellent example.

Posted by David Artiss

Enterprise Happiness Engineer for the WordPress VIP team at Automattic. Gamer, film lover and general fan of all things Marvel, Star Trek and Star Wars. Failed comedian. Writer for The Big Tech Question. World's Greatest Grandma.

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