Customer Service Improvements

The introduction of our Customer Service Center has been extremely successful.  More and more, customers are using it to not only submit questions to us, but are finding it a fabulous tool to learn more about our systems through the Knowledgebase.  With round-the-clock access to this type of information, it makes it easy to have questions answered anytime, even in the middle of the night.

So that our Customer Service Representatives can work more closely with our customers, we have decided to retire all customer service email accounts and work solely with our customers through the Customer Service Center.  This will not only allow us to answer you in a more timely manner, but ensure that all information you submit is completely secure.

In keeping with these improvements to our customer service, we will have full coverage by phone and through the Customer Service Center Monday to Friday, 8a.m. to 8p.m.ET and for your convenience, we will also have full coverage through the Customer Service Center on weekends, Saturday and Sunday between 9a.m. and 5p.m.ET.

Comments

[GrumpyGranny]

THIS IS THE FOURTH TIME . . .
that a reputable firm has told me that email sent to me has been returned to them as undeliverable.
This has happened 4 times in the last 30 days, with about 1 week between each occurrance.
I have the asterisk in the webmail safe sender list.
Each time I have submitted a "customer service ticket".

There is NO RESPONSE to any of my customer service tickets.
THE PROBLEM KEEPS HAPPENING.

PLEASE FIX YOUR EMAIL SYSTEM.

Yes, I know I am shouting, and rightly so. Maybe someone there will listen and fix this.

[hunseldunsel]

Since Jan, 26th I have three open tickets. I didn't get even an answer that someone has seen them at all.

[FedUp25]

So my email provider's customer service cannot be reached via email anymore?! Hmm, I think that's strange...
With all due respect, but I think putting your effort in creating this customer service center is a sign of setting wrong priorities. This is a serious problem you have had for over 1.5 years now, ever since the first "upgrade": You wouldn't need to worry about customer service - you wouldn't even need a "customer service" department/center - if you just provided us with an email service that works.
Since back in the good old mailbank days I never needed customer service, because emailing worked. It's as easy as that.
So focus your efforts on fixing your product, not on creating fancy customer service sites.
But, as I am a cooperative customer, I created tickets for my ideas in your center, just to make you happy.
And of course it's great to see that my tickets from early December are still in there - "open".
All the best,
FedUp

[AlunS]

What a joke. I have an outstanding ticket dating back to 28th December 2007, BHH-246051 if anyone's interested, concerning email from NavteQ that never arrived. If that's your definition of "extremely successful" then there's no hope really.

I've been a NetIdentity customer for several years now, but my patience is beginning to wear a bit thin. All I want is an email account that works .. no fancy stuff, just a reliable POP3 email account. If you can't manage even something that simple, maybe it's about time to jump ship.

[VTSV]

Quite the timely manner indeed...I have had two tickets open for over almost 2 weeks now, each with no response: YEW-125209 and NTB-293135. I will be calling customer service regarding NTB-293135 (registering a domain) tonight and if the issue is not resolved by 8pm when you close, I will be taking my business elsewhere.