It’s been a while since we’ve done one of these community update posts so we thought we’d provide an update on the situation since our last post in August.
In our August update, we mentioned that we were working through our phone line issues and software hick-ups. We’re pleased to say that, for the majority, these issues have now been resolved.
This being said, the phone lines are still busy so getting through to our support agents hasn’t always been the easiest. We hear you, and want to help resolve this - in doing so, we’ve recently implemented a ‘Live Chat’ function on our site so you can talk directly with one of our customer support team quick and easy.
If you haven’t already and are trying to get in contact, we’d highly suggest dropping us a message there!
We also have made efforts to increase the size of and effectiveness of our customer support team to ensure that your emails and queries are answered as soon as possible. But, one topic we keep seeing pop up is how long it takes to reply to emails.
We thought we’d explain a little bit about how our emailing system works.
So essentially what happens is this:
When we receive an email, that email is given a time stamp and ordered in relation from the oldest email to newest. Our team work from the oldest email to the newest to ensure we don’t miss any queries.
But when that same email has had a new response added to the thread, that then pushes that email further down the list so it gets added to the latest batch, rather than remaing at the top with the oldest emails - therefore increasing the time it takes for us to see it and respond.
We understand that knowing about an order as soon as possible is something everyone would like, but we’d suggest only following up an email if you haven’t received a response from us within 24hrs as this will allow us to work through the order of emails correctly and more efficiently. Flooding our support team inbox pushes the email further up the list.
But what about recycling? I’ve been waiting for my payment.
In our last update, we mentioned that we had a list of issues with refunds where huge delays were caused in payments. Fortunately, we’re now in a position where by the end of next week, we should be fully up to date with everyone who has sent their device in for recycling.
For those still waiting on payment, we normally advise between 7 - 10 working days (Monday to Friday) until you see the funds hit your account. That being said, if you have been waiting longer, please get in contact with our customer support team at firstname.lastname@example.org and we’ll get back to you as soon as possible.
As a final note, we’d like to thank you all for your patience over the past month or so. We appreciate many of you understanding the situation and issues that have been plaguing our systems. We have learnt a considerable amount from this and are taking steps to make sure a situation like this doesn’t repeat itself in the future.
We have some fantastic ideas and deals lined up in the coming weeks and months that we look forward to sharing with you all!
Once again a massive thank you to everyone for your patience and understanding, we all really do appreciate it.
Quick Mobile Fix Team