Known for making some of the best GaN chargers, as well as docks, battery packs and other accessories, Hyper has some work to do to win back customers after numerous complaints about its support team shutting down and its 1 -800 supporting numbers. The silent treatment was so bad that some questioned whether Hyper was still a company. Hyper tells Ars Technica that it is indeed still a business and that its support services are now back on track after experiencing technical issues during a revamp following the 2021 acquisition by Targus.
The silent treatment
Various complaints about Hyper’s support over the past few weeks can be easily found online. For example, a Monday Reddit thread urges people to stop buying Hyper products due to a lack of technology and RMA support. The user, “eat_pb”, claimed to have sent a HyperJuice battery pack for replacement because one of the USB-C ports stopped working.
“Fast forward 4 weeks and I have not heard from HYPER. No replacement battery pack has been shipped. I have sent several emails to their support address asking about the status of my RMA, with no response. I have tried calling the phone numbers for support listed on their website, but both numbers are disconnected,” eat_pb wrote.
Similar accounts have been shared on Twitter. An user claimed being unable to get a recall claim fulfilled. Some have complained about it unfulfilled orders.
For example, this user claims to have spoken to Hyper’s support team online, only to end up being ghosted for three months and still not seeing a resolution after four months:
.@Hyper Guys, this is ridiculous and outrageous. I have been asking for a solution since September last year, now I have been overshadowed by your customer support SINCE 4 MONTHS AGO
A month ago I opened a new ticket and then I got the only answer: that I should not open a new one pic.twitter.com/WfkuzVLwjE— Nico H (@pnikosis) March 5, 2023
On Twitter, many of the complaints include responses from Hyper’s Twitter handle, asking the customer to do so email Hyper support teambut some customers replied that they use Hyper and/or details in a direct message to the hyper Twitter accounts and got no response:
The lack of communication left some wondering if Hyper is even still in operation.
@Hyper are you still in business? A support ticket has been opened for over 20 days with no response. Ticket: 292420
— Chris Atkinson (@ChrisAtkinson78) April 6, 2023
As recently as Monday, Hyper’s online support page had shared a 1-800 number to contact, the same number its Twitter account had recommended to some customers. However, when I called him on Monday and every day since then, I got a busy signal.
Over the past few weeks, Hyper’s Twitter has been sending people to channels that Hyper seemingly couldn’t or barely monitor. The company did not explain online complaints about why Hyper Support was virtually non-existent until a day after Ars Technica contacted the company about the complaints.
“We apologize for the delay in our customer service response time. Unfortunately, our phone line is currently unavailable due to technical issues. Rest assured, we are still here to support you via our email [email protected]. I’m sending you a DM regarding your case,” Hyper’s Twitter account wrote on May 2, in response to a frustrated user’s complaint dated April 30.
