Customer Service

Statement of the managing director of Connox GmbH regarding the current situation

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“Dear Customers,

as the managing director of Connox, I would like to make a statement on the current situation.

As most other companies and individuals, we were overwhelmed and not prepared for the current covid pandemic. Within a very short time the volume of orders has more than doubled. We would like to express our gratitude for the trust our customers have shown us. Unfortunately such an increase in orders also resulted in more than twice the amount of requests to our customer service team. We are expanding our service team, but we are aware that teams cannot be formed within a few weeks. To make matters worse, our suppliers and manufacturers are also struggling with the effects of this global pandemic, as disruptions in global supply chains resulted in considerable and unpredictable delivery delays. These issues have led to an increased volume of service requests, which is hardly manageable for our customer service team – despite working additionally on weekends.

We are expanding our customer service team because we want to offer you the service you were used to, as fast as possible. Please rest assured that every single member of my Connox team is currently achieving the unachievable. For this I am extremely grateful. Nevertheless currently it can take up to 10 business days for us to respond to your emails. Please accept my sincerest apologies for the delays in responding to your requests and for the delays in fulfilling your orders,

I kindly ask you for your patience. I personally promise you that we will answer your requests and we will get your orders delivered to you.

Currently our customer service time can be contacted by phone Monday to Friday from 8 am to 1 pm CET and by email to support@connox.com.

Thank you for your understanding and stay healthy!

Thilo Haas
Managing Director, Connox GmbH

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