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Originally Posted by jayeff
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.
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If you had help from Rand its 6+ months ago, things are getting a lot better.
This is GFY people here loves to bitch about the smallest problems, I monitor most if not all the adult boards for any ePassporte related threads and if there is one negative thread about ePassporte on all the other boards there is 8-10 here and GFY isn't 8-10 times bigger than the rest of the boards combined.
There have been problems with support in the past but it is so much better today but it seems that its easier to start a thread on GFY than a) contact me and my contact info is all over the place do a search for ePassporte and I will most likely have posted in the thread or b) call support.
Half the people that jump on ePassporte every chance they get are people that had their account closed for fraud or people that jump in because well its how GFY works.
If someone contacts me with a minor issue it solved the same day if its Mon-Friday during business hours, if its something bigger it might take a couple of days just like every other place you need support from.
But if someone ignores emails from ePassporte about their account, sends in half the required info they need to send in they have to carry some of the blame for not having their issue solved instantly.