Does custom support has "supervisors" ?

DanG · December 2023

Hi all,

Does anyone know if Fizz' support have supervisor role?

I'm asking because I've been told by cs that the "supervisor" will contact me regarding my issue within 24 to 48 hours. The issue is ongoing for a couple of weeks already and they usually "escalate the issue to the dedicated technical team"(with no result).

I'm not wondering if I'm just being dragged with another meaningless answer.

btw the issue is about the refund for the returned phone, which they received awhile ago but won't issue a refund.

Andrei_ref_R7VK1 · December 2023

You can try to escalate it from:

Settings -> Contact forms -> Submit a complaint

Give them your ticket number, problem description, screenshots, etc. After that they will reach out to you by email and you can reply to it.

AlexJS · December 2023

I have had some tickets passed/escalated via support to other teams which have eventually resolved my issue. Usually it has been within the next few days, again in my cases.

DanG · December 2023

AlexJS

Dec 19, 2023

I have had some tickets passed/escalated via support to other teams which have eventually resolved my issue. Usually it has been within the next few days, again in my cases.

The question is whether they actually have supervisor role or this is just a distraction tactics to keep dragging me.

DanG · December 2023

Andrei_ref_R7VK1

Dec 20, 2023

You can try to escalate it from:
Settings -> Contact forms -> Submit a complaint
Give them your ticket number, problem description, screenshots, etc. After that they will reach out to you by email and you can reply to it.

Thanks, I did this, got the reply in the email that the issue was escalated and that' it. Finally the issue was solved after additional support session.

Andrei_ref_R7VK1 · December 2023

DanG

Dec 22, 2023

https://forum.fizz.ca/en/discussion/comment/6764416#Comment_6764416
Thanks, I did this, got the reply in the email that the issue was escalated and that' it. Finally the issue was solved after additional support session.

Glad to hear that your issue got resolved finally. Indeed I don't know why support agents were hesitant to escalate it earlier.