Miracle of miracles: Customer Service connect time now down to seconds!

Page 1 of 1 (9 items)
This post has 8 Replies | 0 Followers

Posts 19314
Rosie Perera | Forum Activity | Posted: Wed, Apr 14 2010 1:02 AM

I called Customer Service today again, for a stupid problem: my N.T. Wright collection didn't download after I got email saying it was ready to download; turned out I had "Use Internet" set to "No" because I'd been trying to help a user with something related to that and I forgot to set it back.

Mega DUH!!!

Anyway, I'm happy to report that the wait time was negligible. A human being answered right away in one ring, connected me to customer service, it rang once or twice and someone picked up right away. Total time from first ring to being connected with Sue in CS: < 1 minute!

Posts 349
Frank Fenby | Forum Activity | Replied: Wed, Apr 14 2010 6:57 AM

I had the same fast responce time from customer service over the past week.

Posts 27040
Forum MVP
Dave Hooton | Forum Activity | Replied: Wed, Apr 14 2010 6:57 AM

What was the total time to Mega DUH!!! (how good was Sue)Smile

Dave
===

Windows 10 & Android 8

Posts 5476
Forum MVP
Mike Binks | Forum Activity | Replied: Wed, Apr 14 2010 7:24 AM

My tip for anybody calling Customer Service where there is an ocean between you and them is to use 'Skype'.

Now a company really thinking internationally would have at least one member of staff sitting with Skype on their desktop ready to answer calls.

The advantage of being an ocean away is of course that the staff sit in the office half the night waiting to answer your calls.

Tootle pip

Mike 

tootle pip

Mike

How to get logs and post them. (now tagging post-apocalyptic fiction as current affairs)

Posts 19314
Rosie Perera | Forum Activity | Replied: Wed, Apr 14 2010 7:46 AM

Dave Hooton:

What was the total time to Mega DUH!!! (how good was Sue)Smile

She went through a routine check of various things (had I tried "update now"; was I able to download it to work in L3; what version I was using, etc.) before she hit on this idea, so total time on the phone with her was maybe 5 minutes or so. But I've now learned to check that setting immediately (and recommend the same to others experiencing problems) if there's ever a difficulty in downloading purchased resources. I truly don't know why I didn't think of it before. I guess I figured it would only prevent the program-initiated Internet access (syncing, etc.) but wouldn't interfere with Internet access that I explicitly requested. But apparently that is not the case.

Posts 79
Theophilus | Forum Activity | Replied: Wed, Apr 14 2010 8:10 AM

Really? Logos is Skypeable?

How? I didn't see their Skype ID in the "Contact Us" page.

Posts 8660
TCBlack | Forum Activity | Replied: Wed, Apr 14 2010 8:32 AM

Just skype call their 1800 number

Hmm Sarcasm is my love language. Obviously I love you. 

Posts 79
Theophilus | Forum Activity | Replied: Wed, Apr 14 2010 10:04 AM

Thanks. Yes

Posts 27040
Forum MVP
Dave Hooton | Forum Activity | Replied: Wed, Apr 14 2010 4:45 PM

Rosie Perera:
I guess I figured it would only prevent the program-initiated Internet access (syncing, etc.) but wouldn't interfere with Internet access that I explicitly requested. But apparently that is not the case.

I've noticed people are offline in logs and that was when Use Internet was off. But I've just found that Sync continued after setting Use Internet off - - another bug report!

Dave
===

Windows 10 & Android 8

Page 1 of 1 (9 items) | RSS