Poor service this time sorry.

[kev woodman]

I feel a little guilty about posting this as I've enjoyed such good service before. However I had to contact support today using the chat service and although the initial response time was good I was subsequently told that someone was looking at my problem and that was the last I heard. That was over 5 hours ago and I'm still waiting. I can live with the wait if I'm kept informed but not to ave any response is a pretty poor show.

[Administrator]

Let me know who was the operator on live chat. PM me the transcript if you have that and I'll have a word with the person who handled that chat.

We have changed livechat software recently but there's no problem with it as of now. I am waiting to see the transcript as someone from our staff is taking things easily.

[kev woodman]

I've pm'd you the third transcript - the other two are on my work box so I haven't got access to them at the moment. I also still haven't got an answer to my questions and to be honest I'm pretty annoyed that what should have been a simple matter has taken so long.

[Administrator]

I've got your chat transcript and action will be taken against responsible people tomorrow.

I've been thinking of closing MSN and AIM support as it becomes very difficult for us to keep a track of things through MSN and AIM while we have logs of all chats in case of the livechat support from our website.

Shifts keep on changing every 8 hours and when you message after 5 hours you chat with someone else who had no knowledge of what you discussed with tech in previous shift.


Give preference to our helpdesk support as there's nothing much to be improved in MSN or AIM chat support but I'll need some time to see if something can be worked out to continue MSN and AIM support as many customers like it.

Our helpdesk support is best as of now as ticket replies can never go wrong and we have perfection in helpdesk support.

Allow me time till tomorrow as I'll need to talk to senior technical staff for their opinion.

[kev woodman]

Could someone please let me know what is happening with this.

[Administrator]

Please let me know what you are referring to. I am not sure what you are looking for.