Support actually reading tickets ?
- Thread starter Gomjaba
- Start date
ubuysa
The BSOD Doctor
What was your query? When did you submit it? How did you submit it?
SpyderTracks
We love you Ukraine
I have to say it's worthwhile responding as currently you're going around loads of threads badmouthing PCS which is against the forum rules.
You may find that we're able to help you out.
You really need to understand that there are delays at the moment in all areas, but without answering the above questions, we can't help I'm afraid.
Ticket = submitted via the account (not forum) - 11 days ago ...
Badmouthing ? Going around ? Saying the way it is that PCS does not respond right now and that RMA take months is not badmouthing it is the sad truth .. When you spent nearly £8k on a system you expect better than that.
ubuysa
The BSOD Doctor
Was this a Tech Support query or an RMA request?
If it's a Tech Support query we might be able to help if you te us about the problem and list your spec.
BTW it doesn't matter how much you spent, PCS, treat every customer the same way.
Dear Users,
I totally understand and appreciate your feedback, I have been made aware of multiple threads, so I will be posting the same message.
I would also like to apologise for the delay and for any inconvenience caused, we are working hard to reduce the wait time on our emails and we will continue to push the wait time on the phones.
After our 4th recruitment, we now have over 45 colleagues working in our Call centre, the new staff are working in our office and we are going through the training, most are on calls and overall the waiting time has reduced. Our colleagues that have started are enthusiasts and come with technical knowledge, but for now these colleagues are working in our Sales and Tracking lines, they will be moving over to the technical line soon.
I have sent a reminder to the team to ensure we call customers back when the call is dropped and the supervisors/team leaders will be looking into this.
Kind Regards,
Mustafa,
PCSpecialist Support Team
I totally understand and appreciate your feedback, I have been made aware of multiple threads, so I will be posting the same message.
I would also like to apologise for the delay and for any inconvenience caused, we are working hard to reduce the wait time on our emails and we will continue to push the wait time on the phones.
After our 4th recruitment, we now have over 45 colleagues working in our Call centre, the new staff are working in our office and we are going through the training, most are on calls and overall the waiting time has reduced. Our colleagues that have started are enthusiasts and come with technical knowledge, but for now these colleagues are working in our Sales and Tracking lines, they will be moving over to the technical line soon.
I have sent a reminder to the team to ensure we call customers back when the call is dropped and the supervisors/team leaders will be looking into this.
Kind Regards,
Mustafa,
PCSpecialist Support Team
Appreciated your response. I think communication is key.
You can see it took almost three weeks for someone to reply :
The delay isn't an issue. But all you say in the forum announcement is that the lead times are higher than normal. I highly recommend to have some sort of status page where you actually tell people what to expect. I am coming from same day to next day response to over two weeks. Yes, it is higher than normal - but higher than normal can easily be 'how long is a string' - so I suggest to warn people about actual time frames, like Ticket Responses : 10-15 days, RMA up to 90 days ... and so on ...
I am sure most of us understand the situation but it cannot excuse poor communication.
As I always say - your systems are top notch and I won't be a guy saying 'ah well I am going elsewhere now' - but it did make me upset not to know what is going on here.
Thanks for the updates.
You can see it took almost three weeks for someone to reply :
The delay isn't an issue. But all you say in the forum announcement is that the lead times are higher than normal. I highly recommend to have some sort of status page where you actually tell people what to expect. I am coming from same day to next day response to over two weeks. Yes, it is higher than normal - but higher than normal can easily be 'how long is a string' - so I suggest to warn people about actual time frames, like Ticket Responses : 10-15 days, RMA up to 90 days ... and so on ...
I am sure most of us understand the situation but it cannot excuse poor communication.
As I always say - your systems are top notch and I won't be a guy saying 'ah well I am going elsewhere now' - but it did make me upset not to know what is going on here.
Thanks for the updates.