Communication
At phenoptix we want to keep you in the loop throughout your transaction with us.
To do this we aim to provide:
An email on purchase.
A confirmation of payment received.
A notice of dispatch.
A follow up email if you have not left feedback, wherein we assume you've not received the items or might not be happy with them.
These are all sent through eBay's automated message programs and seem to do an ok job at keeping you informed.
Where things can fall apart is when things go wrong. In this instance you need to contact us through the ebay messaging system since emails sent direct to us come through with a huge number of automated emails and tonnes of spam to a now unmanned email address.
We have decided to setup a donotreply@phenoptix.com email address and to use the ebay messaging system as it ensures we both have receipts of emails sent and received.
We aim to answer emails at least within 24 hours on weekdays. Currently we do not work weekends.
If we do not get in touch within 24 hours it could either be that we are experiencing a high volume of orders (Monday mornings are prime packing time!), someone is ill or that we're just a bit behind. Please allow us another 12 hours before sending the rude emails!
In the case of product questions please have a look at the FAQs before sending and also some questions can be better answered by google or specific forums, as we are not experts in all subjects.
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