Answering tickets is getting frustrating

[eljerbys]

Used to be able to get to talk to Live support at certain times during the day for help.  Lately, Live support has only become a privilege for pre-sale questions and inquiries, meaning priority is no longer for existing customers, a decision that I find defies all business logic.  I needed urgent help, so I tried the main web page for help, and accidentally I found live help option.   I finally was able to talk to Lean on live chat regarding technical issue I am having regarding App compatibility of  Iphone 6 version IOS 8.1.2,

 

I was told that all APP  features are fully compatible except call recordings with all IOS versions up lo 8.1.2. When Lean found out that I am an existing customer and facing difficulties with installation, he asked to submit a ticket.  I answered him, I have nearly three tickets that are nearly one week old, and not getting any answers, he told me you will just have to wait.  

 

I thought this was the most inappropriate answer coming from customer service, especially when I am facing issues with installation, and not able to get answers to my one week old tickets. I knew he is able to answer technical questions, because I talked to him few time before when live chat support was available to customers.  

 

The worst part of all, I found the APP not compatible with Iphone 6, IOS 8.1.2 as he claimed,  The APP was not accepting SMS commands, and all the messages I sent out showed up on the phone.  I re-installed twice, and installation was successful, but I found many issues that I could not get an answers for.

 

I finally, had to deactivate the APP since I am unable to get urgent answers, nor 24 hrs support claimed by Flexi.

 

I hope that Flexi look after their existing customers, and Improve ways for customers to communicate with them.  At least bring back Live Chat Support, or respond to customers inquiries on timely fashion.  Ideally, Flexi should have hotline support, as submitting tickets has become a frustrating issue and impractical to get needed help.      

 

Cheers 

 

 

[Guest Ian]

Livechat is now for presales only.  This is because dealing with technical issues through livechat does not allow us to take the time needed to research technical issues and give a thorough and detailed response.  That is why livechat is now presales only.  We also have no plans to provide phone support at this time.