Customer response times

Raanbury · July 27

I made a customer support ticket 10 days ago now and I haven't had a single update.

The initial agent stated it was being escalated to a specialist team and they would reach out shortly. I have yet to received a response. I have chased a few times requesting it be escalate or to receive a response and I have not yet heard anything. Quite frankly, this is quite unacceptable. I appreciate the answer may not be readily available but it's poor form to not at least keep a person updated, provide an estimated time frame or even attempt to set my expectation.

Ticket: 250717-001208

ZOS_CouchTato · July 27

@Raanbury

Your requests in the ticket need to be answered by a higher tier of support. These other teams are a bit smaller, so they can take some time to get to a ticket depending on queues. Please also keep in mind that when you send multiple responses, it updates the ticket, sending it to the back of the queue and resulting in even longer wait times.

Raanbury · July 27

Thank you for your response. Whilst I appreciate the nature of the ticket requires a higher tier of support, I still find it frustrating that it has been 10 days without the slightest bit of acknowledgement. Furthermore, I find it confusing why customer support operates a system that sends a request to the bottom of the queue because a question has been asked on the ticket. That seems like a punishment and not an incentive to openly engage with customer service.

Day 11 - radio silence.
Day 12 - radio silence.
Day 13- radio silence
Day 14 - radio silence
Day 15 - radio silence
Day 16 - radio silence
Day 17 - radio silence
Day 18 - radio silence
Day 19 - radio silence. Abysmal, absolutely abysmal.
Day 20 - radio silence. Still abysmal.
Day 21 - radio silence.
Day 22 - partly scripted response received. 22 days after raising!

Raanbury · August 2

Ticket raised 17/07 and still no response, not even an email acknowledging the delay or an estimation for response.

@ZOS_Kevin

This feels like a war of attrition, as though the hope is I get frustrated at the lack of response and close the ticket.