Schiit customer service seems poor


So they offer no speaking humans.  I sent a question and they responded with a request for more info, and then they never responded after being provided info.

are these schiit staff or outsourced tech call centers??
jumia
I've never had a problem with their customer service.

Customer support, I never had to use it.

The customer service was excellent, though.

I suggest looking the question over, and make sure it makes sense.

Short and sweet. Provide a phone number and the best times to call you.
Get your time zones right...

I've gotten pages of CRAP when the question was "how do I turn it off"?

Best to ya..

Regards
I’ve made a few inquiries to them over the years. Only once was their response delayed and took about a week. One time I sent them an email on a Saturday night and received a reply at about 2 a.m. that morning. How’s that for fast?! At no time did I ever get the impression their customer service is outsourced.

It’s true that they only respond to emails, however, probably so they don’t get inundated with questions from tire-kickers and impatient old men.
Size wise, Schiit is about 1-step above a one-person operation.

No, they do not outsource their CS and they don't offer phone support--one of the many ways they keep costs down. This allows them to sell high value, (mostly) American made products for exceptional prices.

Additionally, many on their staff perform multiple duties. I can't imagine there are more than 1-3 dedicated CS people, if that.

Do not expect Schiit to behave like a "normal" company. If you are looking for instant gratification, they may not be for you.

If you want to understand Schiit better, peruse their site or Google, and read, "Schiit Happened: The Story of the World's Most Improbable Start-Up."
My few times I reached out I had an answer within a day..sometimes same day
Their customer support was pretty responsive for me, the one time I required their assistance.
What was your question and additional response?

Maybe someone here can provide you additional information.

P.S. Speaking humans are an expensive luxury that is not available when you are selling product as inexpensive as Schitt.
This subject seems to generate a post fairly regularly.  Appears someone has an ax to grind.

I’ve never bought anything from Schitt but I had interest in a component, emailed some questions, got a response promptly.

Small, made in the U.S.A. Operation that is keeping costs down, the bang for the buck factor is huge.  Overwhelming positive reviews on their products.  Appears to be the type of company audiophiles clamor for. 
A search will show the same info in response, small, small company, limited employees, email inquiries only.  Many of their products have limited inventory, Schitt produces items based on customer orders / feedback as close to real-time as you can get in manufacturing. 
 One year ago I purchased a $1k pre amp from them for a friend. It was faulty right out of the box. I contacted them by email and was responded to immediately. Had a Fedex return label sent and a couple days later a brand new unit arrived ( which works great). No problem with their service....
I feel like they are having major supplier issues (same as everyone else seems like) and the two interactions I've had with them in the last 60 days regarding my Ragnarok backorder are... less than what I would expect from a company selling to this segment.

I've now asked twice if they have any reasonable expectation to fulfil my order by the new date, or if I need to find a temporary replacement *and keep my order open*, and I really expected more than a one line 'sorry for the delays' in response.

I've gotten quotes for *AUGUST* fulfillment from other mfgrs recently, and I just need to know if I need to find a different Amp before my wife kills me for the sound in our bedroom being broken since shortly after Christmas.


I've now asked twice if they have any reasonable expectation to fulfil my order by the new date, or if I need to find a temporary replacement *and keep my order open*, and I really expected more than a one line 'sorry for the delays' in response.

Wow you got a response back?  I emailed them a few times and it's been nothing but crickets.

I had a problem with a shipment of an upgrade board via Fedex ground.  Sent them an email and within a day had a response.  CS had tracked the problem to a lost package.  A replacement was sent overnight Fedex next day at no charge.  I would say you couldn't find a more responsive company.
Sent them an email and within a day had a response.

Must be nice.
 I would say you couldn't find a more responsive company.

I've had an order sitting in Limbo with no actual updates beyond "It's still backordered" for 10+ weeks now. They've fudged the Backorder date on the website twice, and now it's just a nebulous '4-6 week lead time.'

I could (should?) have had a PS Audio or Cambridge unit months ago if they'd been honest that they have no clue when they will be able to fill my order.

They are responsive in that they respond to my emails with the equivalent of 'sorry, kthxbai' but at this point I'm mostly keeping the order to see if it *ever* ships.