I haven't heard from them since I posted my inquiry 10 days ago. They said they would be in touch within 48 hours after the ticket has been created, but that never happened. I wrote back and asked for an update, but I heard nothing.. Anyone else having trouble getting answers on their tickets?
What's up with Frontier customer service?
- Thread starter keem85
- Start date
That's not an excuse. They are keeping customer service open during christmas.. Also it isn't the first time. Usally it takes a month or two before they answer
he said 10 days ago, not 10 hours ago
I work at customer service myself, and we always keep the deadline. At least give our customer a response.. FD seems to have a lot of time posting stuff on Facebook instead of answering their customers. As I said, it is not the first time. And now that the game is finally out, we would expect them to take their customers seriously..
My ticket was urgent at the time I posted it, but I found a way to get around the problem in the end (I was lucky). I'm treating my ticket as low priority now, since I was lucky in how the issue turned out in the end.. But what if it didn't? FD needs to treat urgent cases more quickly and way more seriously.. At least give us an update on their overdue tickets! Let us know that they will get back to us when they have time.. There is no excuse!
My ticket was urgent at the time I posted it, but I found a way to get around the problem in the end (I was lucky). I'm treating my ticket as low priority now, since I was lucky in how the issue turned out in the end.. But what if it didn't? FD needs to treat urgent cases more quickly and way more seriously.. At least give us an update on their overdue tickets! Let us know that they will get back to us when they have time.. There is no excuse!
maybe describe your issue to us and we might be able to advise
Thanks, but that's not the issue here. I'm referring to the customer service's way of handling things. As I stated, it is not the first time they let their tickets hang out there in the open black nothingness.
For all you know it could be, yes. But that doesn't change the fact. 48 hours deadline means that they have to keep us updated.. No serious company would ignore their customers just because they thought the problem was [redacted]. I think you know that very well.
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Being in the back of the line, even though there is a deadline, doesn't mean you're being ignored or removed from the line.
It simply means there's a lot to handle They will most likely get to you when you have moved forward in the line to make it your turn.
And each ticket is the most important one.
Common experience in customer service:
" - Why is everything taking so long, this is bad customer service.....etc. etc.
* It takes so long because everyone wants to jabber and complain about stuff that doesn't concern the issue, like yourself. That's why it's taking so long."
That's a regular, day-by-day, happening in customer service.
And it's even worse online.
Add to that, holiday-season, recent release and whatnot, then you might be unlucky and experience a slow response.
Nothing unusual in customer service, as you probably know yourself.
It sucks, sure, but you know what it's like
It simply means there's a lot to handle They will most likely get to you when you have moved forward in the line to make it your turn.
And each ticket is the most important one.
Common experience in customer service:
" - Why is everything taking so long, this is bad customer service.....etc. etc.
* It takes so long because everyone wants to jabber and complain about stuff that doesn't concern the issue, like yourself. That's why it's taking so long."
That's a regular, day-by-day, happening in customer service.
And it's even worse online.
Add to that, holiday-season, recent release and whatnot, then you might be unlucky and experience a slow response.
Nothing unusual in customer service, as you probably know yourself.
It sucks, sure, but you know what it's like
Being in the back of the line, even though there is a deadline, doesn't mean you're being ignored or removed from the line.
It simply means there's a lot to handle They will most likely get to you when you have moved forward in the line to make it your turn.
And each ticket is the most important one.
Common experience in customer service:
" - Why is everything taking so long, this is bad customer service.....etc. etc.
* It takes so long because everyone wants to jabber and complain about stuff that doesn't concern the issue, like yourself. That's why it's taking so long."
That's a regular, day-by-day, happening in customer service.
And it's even worse online.
Add to that, holiday-season, recent release and whatnot, then you might be unlucky and experience a slow response.
Nothing unusual in customer service, as you probably know yourself.
It sucks, sure, but you know what it's like
Yes I agree with you, and I know WHY it takes long time, but they should implement low|med|high|crit rating and they should get rid of the 48 hour reply policy they have. If they are too few to handle their tickets, they need to let us know!
ok sounds good.
thanks.
no disagreement with a change in 48 hour policy.
you nailed that one
Unfortunately most people would probably rate their own issues as highest importance. Sure I have seen posts saying they are taking on more support peeps, but at the moment the tickets will be coming in thick and fast.
Two of mine for example:
14/12: TICKET 649
18/12: TICKET 7863
... and I would have expected the rate that they were coming in to have accelerated since then...
G
An honest auto reply could work wonders I bet. Something like:
'We're very busy and will try to get back to all tickets in time, but bear with us as this could take a while. You could always try the forums or our quick start guide [url]. [/...aid I certainly understand folks frustration.
'We're very busy and will try to get back to all tickets in time, but bear with us as this could take a while. You could always try the forums or our quick start guide [url]. [/...aid I certainly understand folks frustration.
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You should get an auto-response after logging a ticket.
One of the mods did some detective work based on ticket numbers a couple of weeks ago and came to the conclusion that they had over 10k open tickets with over 1k being reported a day. They are hiring more staff but the runup to xmas is the absolute worst time to recruit.
Those posting on failbook and the like are marketing bods not support staff. You never let your support staff anywhere near marketing because it is difficult to be positive about something you only ever see the bad side of.
One of the mods did some detective work based on ticket numbers a couple of weeks ago and came to the conclusion that they had over 10k open tickets with over 1k being reported a day. They are hiring more staff but the runup to xmas is the absolute worst time to recruit.
Those posting on failbook and the like are marketing bods not support staff. You never let your support staff anywhere near marketing because it is difficult to be positive about something you only ever see the bad side of.
This message greeted me on the ticket page.
But in the email I also had this text
But in the email I also had this text
