Having contacted support multiple times for various reasons, it’s frustrating to have a one representative respond to the initial ticket only to then have a different representative jump in when a response is made to customer support. This has led to representatives not completely understanding the issue, providing non-applicable steps towards a “solution”, or a representative prematurely closing a ticket with no other way to follow up except for creating another ticket and starting the cycle again. If one representative were in charge of ticket, responses would be much more data-driven, cohesive, and provide a quicker solution. I understand that representatives would have a large amount of tickets to keep track of, but there are more tickets being created because representatives are not understanding the ticket because they hop in and out.
Ticket feedback isn’t collected in this forum. You’ll want to use the survey you receive at the end of the ticket process for providing your thoughts on that experience.
I agree, it’s annoying when one says they’ll look into it, tells you to wait a couple days and when you follow up, the next person replies with something that has absolutely 100% nothing to do with your ticket.
“We see you want to appeal your ban”. Uh no, I’m having frequent disconnect issues like the ticket said, nobody is banned… don’t know how you got ban appeal out of any of that.
This is my main gripe. I’ll clearly spell something out and then the next representative tells me something completely off topic. It’s frustrating. That’s why I think one rep should be in charge of a ticket, not multiple.