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me_and_ed
I am very sorry your experience was not up to your expectations.
This is certainly not what we strive to offer.
I do agree in a perfect world we would rather answer every email within 5 minutes, at most times we are able to do this, however as with all operations we do have periods when we are busier than normal and these response times can become extended.
I have looked into your comments and have found we received 3 mails, the first was received at 02.23 AM, the second at 02.34 AM, both of which asking the same question.
We then received a final one stating you wanted your account closed at 03.30 AM.
I also cannot find any call back requests for that time from you.
Unfortunately your request to remove a coupon playthrough was one that required our support staff receiving the OK from management, so it was not quite as simple as you mentioned. Which may have attributed to some of the delay you experienced.
On the issue of live support, we offered both telephone and live chat a few years back, however both proved to cause more problems than they solved, so we increased and improved our internal support staff and did away with them both.
As I mentioned I am not making excuses for the delays you experienced, as I agree with your sentiment that an immediate response is the optimum.
I have PM ed you a personal message as well.
Best regards
Emily Hanson
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emily_hanson
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