Hyper, identified for making a number of the greatest GaN chargers, in addition to docks, battery packs, and different equipment, has some work to do to win again clients after quite a few complaints of its help group going silent and the dysfunction of its 1-800 help numbers. The silent therapy was so dangerous that some questioned if Hyper was even an organization anymore. Hyper tells Ars Technica that it, certainly, continues to be an organization and that its help companies at the moment are again on observe after dealing with technical difficulties amid a revamp following its 2021 acquisition by Targus.
The silent therapy
Numerous complaints about Hyper’s help over the previous few weeks are simply discovered on-line. A Reddit thread from Monday, for instance, urges individuals to cease shopping for Hyper merchandise resulting from a scarcity of tech and RMA help. The consumer, “eat_pb,” claimed to have despatched in a HyperJuice battery pack for substitute since one in all its USB-C ports stopped working.
“Quick-forward 4 weeks and I’ve heard nothing from HYPER. No substitute battery pack has been shipped. I’ve despatched a number of emails to their help handle, asking in regards to the standing of my RMA, with no reply. I’ve tried calling the help telephone numbers listed on their web site, however each numbers have been disconnected,” eat_pb wrote.
There are comparable accounts shared on Twitter. One consumer claimed to be unable to get a recall declare fulfilled. Some have complained about unfulfilled orders.
This consumer, for instance, claims to have been talking with Hyper’s help group on-line, solely to finally be ghosted for 3 months and nonetheless see no decision after 4 months:
.@Hyper Guys, that is ridiculous and outrageous. I have been asking for an answer since September final 12 months, now I have been ghosted by your buyer help SINCE 4 MONTHS AGO
A month in the past I opened a brand new ticket and that is once I bought the one reply: that I should not open any new ones pic.twitter.com/WfkuzVLwjE— Nico H (@pnikosis) March 5, 2023
On Twitter, lots of the complaints have responses from Hyper’s Twitter deal with, asking the client to electronic mail Hyper’s help group, however some clients responded saying they’ve emailed Hyper and/or direct-messaged particulars to the Hyper Twitter account and obtained no response:
The dearth of communication prompted some to marvel if Hyper is even nonetheless in enterprise.
@Hyper are you continue to in enterprise? I’ve had a help ticket opened with no response for 20+ days. Ticket: 292420
— Chris Atkinson (@ChrisAtkinson78) April 6, 2023
As lately as Monday, Hyper’s on-line help web page had been sharing a 1-800 quantity to contact, the identical quantity its Twitter account had really helpful to some clients. Nonetheless, once I known as it on Monday and each day since, I bought a busy sign.
Over the previous weeks, Hyper’s Twitter saved directing individuals to help channels for which Hyper seemingly had restricted to no skill to observe. The corporate did not present an evidence to on-line complaints about why Hyper help was just about non-existent till a day after Ars Technica reached out to it in regards to the complaints.
“We apologize for the delay in our customer support response time. Sadly, our telephone line is at the moment down resulting from technical difficulties. Relaxation assured, we’re nonetheless right here to help you thru our electronic mail [email protected]. I will DM you with regard to your case,” Hyper’s Twitter account wrote on Could 2, responding to a annoyed consumer’s April 30 criticism.
