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Originally Posted by Keyser Soze
Every thread about ePassporte where concerns or suggestions are posted is read by the people making the decisions, all of it is noted and considered in regards to, how ePassporte can be improved.
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That is obtuse at best.
The sheer number of complaints about ePassporte's customer service should have made even the least attentive decision-maker pay attention long ago. And for a long time it seemed they had, because there were promises in many complaint threads that improvements were on their way. Instead, as the number of ePassporte users increases, so do the number of complaints about unresponsive support.
I believe the vast majority would agree that ePassporte performs its basic functions well. But I got no response to two applications and ended up opening an account by having someone set up a gift card for me. Since then I have had 3 minor issues (if I remember correctly) for all of which - having first tried email and telephone - I had to get Rand's help, via this board, to resolve.
My experiences are typical of many of those which have been posted about here over the last, what, 2 or 3 years:
and which still appear regularly. I have jumped into this thread because until ePassporte's customer service is improved, the next time I have a minor issue which should be resolved in a couple of minutes, I will likely face another hassle. And if dealing with something simple is a headache, I get really nervous at the prospect that one day I might face something that is actually complicated.
Plus I suppose that underlying those concerns, is the very irritating feeling that if ePassporte had any real competition, we probably would not be having this discussion. The flaws in ePassporte's customer service are so long running, they can only still exist because your "decision makers" see them as a possibly unfortunate but currently acceptable consequence of cost saving.