What does this say about Customer Care?

[ajd]

Replying to a QF customer care ticket, where it was instantly evident that they had not read past the first line of my complaint before selecting a canned response:

edit: Because I worded this badly - I submitted a complaint to Qantas via the web form. 4 days late they emailed me a reply where it was evident they had not read my complaint past the words "baggage services" before sending me the canned "file a missing bag report" baggage services response (my report number was in the original complaint!). I replied to request a review. Qantas's woefully misconfigured ticket handling system has managed to let its Outlook mailbox completely fill up, which is absolutely hilarious, and it bounced.

 

[oz_mark]

It says they use Office 365?

 

[serfty]

To me it is not evident they read anything?! (or were able to)

 

[mrsterryn]

Perhaps the wrong image @ajd ?

 

[Pushka]

Replying to a QF customer care ticket, where it was instantly evident that they had not read past the first line of my complaint before selecting a canned response:

It’s an auto message meaning they didn’t receive it due to full inbox. This is created before it hits the persons email system so not a canned response and not created by them but by the Office server. I dare say they have been inundated this weekend.

 

[RooFlyer]

It’s an auto message meaning they didn’t receive it due to full inbox. This is created before it hits the persons email system so not a canned response and not created by them but by the Office server. I dare say they have been inundated this weekend.

Notwithstanding that, I think the comment of the OP

Replying to a QF customer care ticket, where it was instantly evident that they had not read past the first line of my complaint before selecting a canned response:

... would have been spot on even if their message did get through!

 

[ajd]

Sorry, I worded this poorly because it was late at night.

I filed a complaint. 4 days later I got a response, which was a canned message about baggage services that told me I should file a lost baggage report when my original complaint included the baggage report number...

I sent a reply to request a review, because you need to request a review before jumping to ACA.

Said reply was bounced.

I'm an IT person, and I know this means their support ticketing setup is woefully misconfigured...

 

[Pushka]

Notwithstanding that, I think the comment of the OP



... would have been spot on even if their message did get through!

Oh yes, on that I think we all agree. But on this occasion it wasn’t Qantas CC at fault.

 

[ajd]

Oh yes, on that I think we all agree. But on this occasion it wasn’t Qantas CC at fault.

It was definitely Qantas CC's fault for their original response to my complaint though, absolutely woeful! (Though I wouldn't be surprised if the poor first-line CC staff are being subjected to poorly-conceived KPI-driven management that only cares about whether their team closes as many tickets as possible as quickly as possible...)

As for the IT issues this seems par for the course with QF...

 

[serfty]

But on this occasion it wasn’t Qantas CC at fault.

]It was definitely Qantas CC's fault for their original response to my complaint though, absolutely woeful! (Though I wouldn't be surprised if the poor first-line CC staff are being subjected to poorly-conceived KPI-driven management that only cares about whether their team closes as many tickets as possible as quickly as possible...)

Fully agree .... here is a saga I dealt with a year ago (at least six SSR's were immediately closed in relation to a single issue): Resolved: Double the Qantas Points you earn on the ground (up to 15,000 bonus points)

 

[Pushka]

It was definitely Qantas CC's fault for their original response to my complaint though, absolutely woeful! (Though I wouldn't be surprised if the poor first-line CC staff are being subjected to poorly-conceived KPI-driven management that only cares about whether their team closes as many tickets as possible as quickly as possible...)

As for the IT issues this seems par for the course with QF...

Yes, now you’ve clarified this was your reply to their first response I agree. Given what happened with flights recently there will have been a stampede to customer service over the weekend.

 

[drron]

Well what your incident says about Qantas Customer care is that it hasn't changed for very many years.

 

[Pushka]

Well what your incident says about Qantas Customer care is that it hasn't changed for very many years.

Ah. That makes it consistent then!

 

[ajd]

Well what your incident says about Qantas Customer care is that it hasn't changed for very many years.

And it's consistent across different mediums! I'm glad it's been a long while since the last time I've had to phone Qantas and waste an hour on the phone...

 

[JohnPhelan]

Hmmm, I've only ever had one occasion to send an email to Customer Care. It was a complaint about Chauffeur Drive in DXB, a couple of years ago. A few days later, I got a detailed, issue-specific response and a suggested resolution.

But it seems that my experience is not the usual .......