how to get pass level 1 technical support

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Oli_
Oli_ Posts: 10 ✭✭
edited June 5 in My Mobile

Hello, did anyone successfully got access to level-2 or level-3 technical support? How did you do it?

I'm stock for 11 days now with level-1 support that are keeping asking me the same questions over and over and asking me doing the same procedures over and over.

"The definition of insanity is doing the same thing over and over again and expecting a different result." Albert Einstein

thanks for your help

Best Answers

  • Andrei_ref_R7VK1
    Andrei_ref_R7VK1 Posts: 9,718 ✭✭
    edited June 4 Answer ✓

    Do you have already a ticket created? If yes, insist on the escalation. If no, go to Settings -> Resolve an issue -> Step 2 (file an official complaint).

  • Whizz
    Whizz Posts: 25,290 admin
    Answer ✓

    Hello @Oli_

    I am sorry to hear about the situation encountered.

    I verified your account, and I can see that you have multiple ongoing contact forms regarding this situation. However, my colleagues didn't gather all the necessary information in order to escalate a ticket for our technical team. Our technical team needs a specific set of details in order to identify the issue and fix it.

    Also, because there are a few separate contact forms ongoing, some of the questions might have been repeating. We are sorry about that.

    In order to receive the appropriate assistance and make sure that the situation is escalated, I recommend contacting us directly on our live chat. You can do that from the support page here: https://fizz.ca/en/support
    
    We appreciate your understanding in this situation.

    Have a good one!
    -Vlad, Community Moderator

Answers

  • Shmutz
    Shmutz Posts: 216 ✭✭

    I'm not sure you can, from my experience they open a ticket and escalate it without involving you. You will get notified if they resolve the ticket.
    I guess you can specify in your messages you want them to open a ticket.

  • Oli_
    Oli_ Posts: 10 ✭✭

    thank you for your answer, the ticket has been open since the beginning...

    It is just long wait, a phone without a working SIM or eSIM if kind of useless!

    Thanks for taking the time to answer

  • Andrei_ref_R7VK1
    Andrei_ref_R7VK1 Posts: 9,718 ✭✭
    edited June 5

    @Oli_ said:
    thank you for your answer, the ticket has been open since the beginning...

    It is just long wait, a phone without a working SIM or eSIM if kind of useless!

    Thanks for taking the time to answer

    Then contact support and insist to escalate your ticket to the next level.

    Another option is to tag @Whizz or send them a private message.

  • Oli_
    Oli_ Posts: 10 ✭✭

    Thanks Andrei_ref_R7VK,

    complaint done!

    Thanks for taking the time to answer!

This discussion has been closed.

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