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Mark Armistead
August 18, 2023
Question

Reply to Customer Service Agent - Rejected

  • August 18, 2023
  • 1 reply
  • 0 views

I recently reported an issue to online chat support. We worked through the issue and he said he needed more time to get a solution from tech. I have have since had a reply stating they couldn't find what the issue was at this time even though there is clearly an issue. I replied to the support email only to have a rejection email back stating the below:

 

Thank you for your email. We would love to help you with your question but are unable to find an existing open case for your request.
Please send new questions through one of the support sites listed below.

The case number is Case:15103780436 Invoice and stock issues

 

I would appreciate a response regarding this issue and it's resolution. Leaving a customer with no resolution is NOT what I can customer service.

1 reply

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Ashleigh1
August 18, 2023

Hello Mark, we are sorry to hear your case gone closed before it was fully resolved. Can you please ring the support line on 0808 234 5337 so you can set up a screenshare with the agent on the phone so your issue can be looked into more and raised up to the higher team if required. 

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Mark ArmisteadAuthor
August 18, 2023

@Ashleigh1I've gone through all that already with the screenshare. I've identified the bug, they said they were going to looking it, they emailed me stating they can't see any resolution and won't let me actually reply to them asking when or IF it will be fixed. My email was rejested so I am guessing this has been closed as reosolved, when clearly it isn't. What sort of support is that?

 

I am WASTING so much time with you lot it's incredible. In the 22+ years I ran Desktop I think I spoke to support TWICE. TWICE IN 22 YEARS!!!!!!!!

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Ashleigh1
August 18, 2023

Hello Mark, we appreciate what you are saying and that you have done it all before however if you are still continuing to experience the same issue then you will need to ring the support line or the chat service so a screen share can be done so your issue can be looked into  in more depth. Again we are sorry to hear your case was closed when it has not been fully resolved for you. Yes due to your case being closed by the agent that is why your emails are being rejected.  This is not the experience we want for our customers and are really sorry to hear it had happened to you.

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