Directing Customers to this Form rather than help us On the Phone Unacceptable. Adding CHAT would be good

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  • Updated 2 years ago
Wish Acurite would understand that customer support is probably the most important factor in happy and repeat customers as well as getting new customers.

I have answered a few questions as I can but I am quite new to their system. 

A few days after the 11JAN2017 upgrade that went really bad I am seeing alot on how customer service now has become more nonexistent. I have experienced the same thing. My guess is they got overwhelmed but there are no excuses for this.

Here is the problem as I see it:

They don't help some people if its a documented problem on the forum. Really !! They need to sift down the issues to FAQ and show the definitive steps to resolve.

Yes the forum is great for all of us users I have been helped quite alot. Thanks all. I will say none of the help was from their customer support.

In addition to FAQ summaries they need to add online CHAT, I use this on many sites and its great, and here is why I say that:

1) An Acurite agent can handle more than one customer at the same almost real time.
2) The agent can send you links that you can click on so you can read for yourself, while they are helping someone else. Thus the value of a solid FAQ database. They should Helps sift through the forum for the customer as all forums have good and bad advice and give you the link in the Chat again so you can go read it.

I am trying to help Acurite and customers. However tis even if it is a good idea will never make it up the chain to Jon. Agents prove me wrong !!!!

May be better ways however what I state here works fo the biggest companies in the world and affords 24/7 support at the same time.

Good Luck All.
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rschul

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Posted 2 years ago

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Sheri Boyer Perillo

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ingnore that, bite the bullit and call Support. Be prepared to be on hold for a long time. My husband was on hold over 2 hours total. During that time he got re-routed to a level 2 tech support. After following level 2 support suggestions the problem seems to be fixed and they are monitoring our system through out the weekend to help them further figure out why all the problems. Nobody these days has time to sit on hold for over 2 hours but in our case we were able to resolve the problem and get rid of the frustration.  Made the call knowing full well we would spend a LONG time on hold.
(Edited)
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rschul

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I agree with you that sometimes you have to put high pressure to escalate and sounds like you did a great job. Maybe we will all benefit for such a systemic issue. However CHAT can be very effective and I know this from both sides of the fence. I They need to reduce that 2HR hold and CHAT is just one means to and end. Guess on the CHAT we will have to agree to disagree but thanks for "waking them up" !!! :-)
(Edited)
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AcuRite Jennifer

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Hello rschul,

We apologize if you were directed to the community forum. This is not something that our representatives should be doing. We will address this with anyone that is heard doing this.  We pride ourselves on our customer service and are happy to take care of our customers via the telephone, and community forum. We do have a live chat that we use. Right now due to the high call volume of our peak season we are not able to use this feature. We do appreciate your feedback regarding this.
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rschul

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Thanks That is great to hear that you do have the right approach its just not helping my problem. I do appreciate your responses as there have not been any for quite a while. As I stated elsewhere you are doing a great job and probably overloaded. I am just about out of time as I stated elsewhere to decide to keep or return. Hopefully your answers to me elsewhere will help. Thanks again and for me calling in will not help.