I waited a week & a half recently for a response to a similar issue (including 2 weekends when I assume they don’t work). It was resolved pretty quickly once a human answered my email but yeah, seems to be quite slow at the moment.
It’s the first time I’ve had any issues so don’t know if things are normally this slow.
By the way, I read somewhere that if you send another email chasing them it drops you back down the queue.
I emailed them about 2weeks ago about a delivery I was expecting the next day. I received a reply the next morning informing me that the changes had been applied, my package was delivered within the window given and all within 24hours of my query.
Yup, this has to do with the ‘customer case’ system.
Send another email and the system will consider it an update to the case,
so back down you go.
It’s a pretty good system for customer service, but can be inefficient as well.
They receive a hell of a lot of emails a day according to Olivia, Don’t know how many people work in there customer services or how many emails are actual complaints. But sounds like it needs a big upgrade to deal with emails quicker
I think they are feeling the pain. @Tim_Huel has even given up reprimanding me when cnuts flag my posts for being abusive…3 weeks after I post them. Good to see he is engaged in proper work rather than appeasing those slow forum users.
I saw Tim posted that they are replying to 500 emails per day.
And a bit later Olivia posted that they receive 1000 emails per day.
By my maths that means they are accumulating 3,500 unanswered emails every week!
They definitely need @hunzas on the team to help them out. He’d scare off at least half the waiting list with his clown mask and big knife, and half the other half would get offended by his jokes and never come back, leaving only 25% for him to deal with, which judging by how much spare time he has on his hands, he would clear in a day I reckon