When I had a relatively minor part that was defective, GoPro customer service told me that I would have a replacement in a week. Again, a week later I was told the same thing. Then again...the same thing! After the third week they finally told me the part was “out of stock” and they didn’t know when I would get it. Funny, I could have bought the part on Amazon for about 40 dollars, and had it shipped overnight.
I was nice to the customer service rep as I’m sure it was just their training, but I explained to them that people would be much less irate if they simple told the truth. By lying, they set unrealistic expectations. In my situatiion, I was going on a fairly expensive vacation, and had wanted to take my Karma with me. I might have paid for the missing part, rather than wait, had I known how long it would take.
I don’t think it quite took a month, but it was way too long. Had they originally told me it would take 30 days, i probably would not have been happy, but telling me it will come in a week, and then sending it a month later is even worse.