albatross710
Established Member
- Joined
- May 15, 2004
- Posts
- 3,715
When Qantas SMS Chat first started I felt it was a reasonable alternative to waiting on the the phone to get service from a company.
Lately in the last three interactions (since early April) the response times have gone way beyond reasonable with some questions being resolved over three days, or dare I say not resolved after three days. I think it has just been used as a ploy to get people off the phone service.
Is there even adequate resourcing of the chat service because I've tried to be a good user and still it frustrates me. For instance, QF chat agent might take 3-4 hours to reply and then if I don't reply say within 30 minutes my case gets closed, i get a survey and good bye.
I think going to a chat option is good provided you get the attention of a chat agent.. For instance, i remember contacting Amaysim chat and being 88th in the queue. I just left that chat window open on my second screen, carried on working and eventually got to the front of the queue and problem resolved. It seems with Qantas Chat a reply message in an ongoing conversation gets treated the same as a new message.
There seems to be a mismatch with the Qantas expectation and a customer expectation.
Am I being unreasonable? what's your experience?
Alby
Lately in the last three interactions (since early April) the response times have gone way beyond reasonable with some questions being resolved over three days, or dare I say not resolved after three days. I think it has just been used as a ploy to get people off the phone service.
Is there even adequate resourcing of the chat service because I've tried to be a good user and still it frustrates me. For instance, QF chat agent might take 3-4 hours to reply and then if I don't reply say within 30 minutes my case gets closed, i get a survey and good bye.
I think going to a chat option is good provided you get the attention of a chat agent.. For instance, i remember contacting Amaysim chat and being 88th in the queue. I just left that chat window open on my second screen, carried on working and eventually got to the front of the queue and problem resolved. It seems with Qantas Chat a reply message in an ongoing conversation gets treated the same as a new message.
There seems to be a mismatch with the Qantas expectation and a customer expectation.
Am I being unreasonable? what's your experience?
Alby