Extremely disappointed: paid service ignored, zero customer support for hardware buyers
Back in April, I purchased a LagoFast Turbo on Amazon as a gift. The total retail price of this physical device explicitly includes 90 days of premium service subscription. To activate these 90 days, the official instructions require customers to contact LagoFast support. Unfortunately, trying to get what I've already paid for has turned into an absolute nightmare of being completely ignored. I first tried reaching out directly via Discord, sending direct messages to support team members Lafgofast-Monica and Lafgofast-Wen. I received absolutely no response. After being ghosted in DMs, I opened an official support ticket #6969 on May 21st. The ticket creation guidelines explicitly stated that if a response is not received within 24 hours, the user should ping a specific support staff member. Naturally, 24 hours passed with total silence. I followed the instructions and pinged the designated staff member twice. It has now been 4 days since the ticket was created. It remains entirely ignored, and the designated employee completely disregarded the pings. Essentially, LagoFast is withholding a service that was paid for upfront as part of a hardware bundle. It is incredibly disheartening to see a company sell physical equipment and then completely abandon their customers when it comes to delivering the digital activation that makes the device useful. If you are considering buying their hardware, be prepared for the very real possibility that you will be left entirely on your own if you need any assistance. I truly hope management sees this and finally resolves my ticket, as this is no way to treat paying customers.