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Customer support
we are successfully catching up!

    In March 2021, we published a statement regarding some delays in response times to support tickets.

    Das neue TUXEDO Book XP14

    We are catching up!

    We were pleased and are still very happy about the great interest in our Linux products. At the same time, however, the number of orders and customer inquiries have doubled during the pandemic period, or even quadrupled since 2019! This fact has presented us with a great challenge. We had to act, but the measures taken also needed time to have a noticeable effect.

    In the meantime, we are pleased to report that we are successfully catching up and the undertakings we have taken are having an effect.

     

    What measures have been taken?

    To be more precise, this means that we have increased our staff, particularly in the support team, back office and accounting, and can now process inquiries, orders and changes more quickly.

    Furthermore, work processes within and between the different departments have been optimized. The training of the new colleagues is already in full swing and partly already finished. Over the next few weeks, customers can now expect significantly shorter waiting times for support requests and faster order processing.

     

    Production still slightly behind schedule

    The enormous demand for computers and especially notebooks due to home-office and lockdowns, as well as the traditionally strong Christmas business, also caused a significant backlog of processing.

    As you might know, every single unit gets assembled, pre-installed, extensively tested and finally lasered in-house (even customizable upon request).

    However, our production is also catching up - although a backlog of around 2 weeks will still be noticeable for a while. But this will also gradually decrease.

     

    Wide range of contact options

    Despite all measures and staff increases, waiting times of a few days won't always be avoidable in individual cases.

    However, if there are delays of more than 5 days, we ask for a short call via our support number or with a contact via our social media channels (Facebook, Instagram, Twitter, Mastodon, reddit).

     

    Thank you so much for your continued support and patience!