PSA: Chat does not indicate queue position when waiting for an agent

Jacques_Assert
Jacques_Assert Posts: 168 ✭✭
edited October 6 in My Mobile

It will appear to be hung, but if you leave it running you should eventually get an agent.

The problems are many, but here are two.
1) Extended wait time with no feedback means that I leave the computer. When I return, I find that the agent tried to reach me but since I wasn't present at the moment they gave up and terminated the chat. This happens less frequently when they take a long time to respond and you step away as they come back. A persistent chime would help.

2) If you step away and lose the chat, then try to re-engage, you will reach a different agent with little knowledge of the previous context. Yes, they could read the entire previous chart, or maybe AI could summarize for them, but it doesn't seem like there is any awareness of the history, so diagnostic steps start to repeat with is immensely frustrating.

Note that any time I've had an issue referred to 'Level 2' tech support, I've never received a reply, and there is no update of the ticket on my account. Fortunately, sometimes the issue is resolved regardless of this lack of feedback.

Answers

  • Fizz_Code_FRERG
    Fizz_Code_FRERG Posts: 296 ✭✭

    1) Would be nice, for now when I need chat I use my tablet and keep it near me

    Thanks for the info

  • Linkin
    Linkin Posts: 307 ✭✭

    I know, i have in a similar situation when my wife bought her sim card there was an issue in activate the card and it took us almost a week to fix the problem.

  • Whizz
    Whizz Posts: 26,304 admin

    Hello @Jacques_Assert ,

    I kindly inform you that the answer on chat depends of the volume of the clients that are contacting us in the same time, it can take a few minutes until an agent is available to answer you.

    Verifying your account, I am not able to see any ticket in progress, the last ticket is from 2022 and it is closed.

    If you need further assistance, please contact us by chat to assist you better:https://fizz.ca/en/support

    Thank you for your kind understanding.

    Have a great day!

    -Simona, Community Moderator

This discussion has been closed.

Categories