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

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

REPOSTED TO ALLOW FEEDBACK TO -Simona, Community Moderator

I am making this PSA from a different account that the one that had the issue (IRUZA). I spent over five hours on chat and reached no resolution. Having my neutral comment closed is an additional frustration.

If you don't understand why I'm posting from account A when my initial problem was on account B, then ask rather than imply that I didn't experience a problem and close the conversation. Maybe make a request for explanation and then close automatically if no feedback within a few hours. You can refer to support is feedback is unproductive.

But to shut down even the possibility of a reply is unhelpful.

Chat 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.

Answers

  • BeakBird
    BeakBird Posts: 5,063 ✭✭

    Agree with you.

  • Linkin
    Linkin Posts: 307 ✭✭

    Thanks for sharing.

  • Whizz
    Whizz Posts: 26,304 admin

    Hello @Jacques_Assert,

    We’re sorry for the issue you experienced. Please note that you can also reach us through the Contact form in your Fizz account under Obtaining satisfaction, or by sending us a private message in the Community so we can assist you.

    After checking your IRUZA account, I see that you already chatted with us, and my colleagues both troubleshooted the issue and issued a refund for the Travel Add-on that didn’t work. If you are still roaming and available for further troubleshooting, we encourage you to contact us again so we can help you and escalate a ticket if needed.
    Regarding the waiting time for chat, that’s how the system is currently designed. We appreciate your feedback and will take it into consideration.
    Since we have already provided the necessary information, this post is now closed. If you wish to continue troubleshooting, please contact us via chat or private message. Opening new posts on the same topic will be considered spam.

    Thank you for your understanding, and have a great day!
    —Simona, Community Moderator

This discussion has been closed.

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