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BTR



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Topic # 200256 10-Aug-2016 13:57
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After trying to get through on the phone and giving up ofter 30 mins I decided to try the support chat for my broadband account query, straight away I was told I needed to call....

 

What is the point of having this service if they can't do anything apart from tell me to call?

 

 

 

My query was an account query but i had all of the account information ready to go....


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  Reply # 1608653 10-Aug-2016 15:02
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They should offer a Callback facility, so you're in the queue and they call you back later. I wish more companies would do this.


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  Reply # 1608658 10-Aug-2016 15:10
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al8565:

 

They should offer a Callback facility, so you're in the queue and they call you back later. I wish more companies would do this.

 

 

Spark have a call back service.  But 4/5 times they never call back.





Mike

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  Reply # 1608659 10-Aug-2016 15:13
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MikeAqua:

 

al8565:

 

They should offer a Callback facility, so you're in the queue and they call you back later. I wish more companies would do this.

 

 

Spark have a call back service.  But 4/5 times they never call back.

 

 

 

 

 

 

oh, in that case scrub that idea. 


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  Reply # 1608662 10-Aug-2016 15:17
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You have to wonder why these companies don't have a good email support service. It is just so much easier. Some ISPs don't reply to emails at all. 
 hat is why I like Bigpipes system, for most things it is far quicker and easier just to email. 


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2degrees

  Reply # 1608695 10-Aug-2016 15:44
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Hi Blake, we'd like to be able to answer ALL customer's queries at every customer touch point but unfortunately there are some queries like payment queries that need to be dealt with by specialised teams to process.

 

As mentioned we had '0' call wait time at that moment so for the best way to get the issue sorted as quickly as possible. 

 

Cheers 

 

^POB

 

 


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  Reply # 1608700 10-Aug-2016 15:48
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MikeAqua:

 

al8565:

 

They should offer a Callback facility, so you're in the queue and they call you back later. I wish more companies would do this.

 

 

Spark have a call back service.  But 4/5 times they never call back.

 

 

 

 

Call their support line to tell them about the support problems?


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  Reply # 1608703 10-Aug-2016 15:52
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2degreesCare:

 

every customer touch point

 

 

 

 

 

 

Kind of a weird term as has multiple meanings. Is that a new thing to call it?


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