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FastMail Forum All posts relating to FastMail.FM should go here: suggestions, comments, requests for help, complaints, technical issues etc. |
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14 Jun 2017, 01:56 PM | #1 |
The "e" in e-mail
Join Date: Apr 2011
Location: Manchester UK
Posts: 2,616
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New Customer Support System
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14 Jun 2017, 02:53 PM | #2 |
The "e" in e-mail
Join Date: May 2003
Location: mostly in Thailand
Posts: 3,095
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The announced changes are a move in the right direction.
While I accept that phone support is expensive, I nevertheless feel that businesses for which email is a mission critical service, need to know they can get immediate support in a crisis. I think it would be reasonable to make phone support subject to a hefty separate charge on a per incident basis. Relying on a support group to get around to reading an email is not a comparable substitute. |
14 Jun 2017, 05:15 PM | #3 |
The "e" in e-mail
Join Date: Jul 2002
Location: VK4
Posts: 3,029
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I hope there is some retention of the old support system because if you cant log in to your account for some reason then how will you be able to sent a support request.
Another option would be a mobile phone number we could sms with our details and current problems. Perhaps Fastmail could use something like this https://www.5centsms.com.au/web/ |
14 Jun 2017, 07:13 PM | #4 |
Essential Contributor
Join Date: Dec 2003
Location: Dover, NH, USA
Posts: 315
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14 Jun 2017, 09:13 PM | #5 | |
The "e" in e-mail
Join Date: Apr 2011
Location: Manchester UK
Posts: 2,616
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Quote:
The biggest change is that you can now send support requests via email, to support@fastmail.com! |
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15 Jun 2017, 05:55 AM | #6 |
Master of the @
Join Date: Feb 2017
Location: USA
Posts: 1,749
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I personally like using regular emails for support--if they respond in a timely manner. POBox.com does respond quickly and they are owned by Fastmail. The problem with phone support is that it is later on your word against their word, and I find the next person I deal with has no idea what was said in the first conversation and always says that you must go through all the hoops again and do everything all over again. I'm convinced that many phone cs providers are paid by the number of people they process per hour, meaning there is no incentive to actually solve a problem, just keep them moving and if they come back via phone, so much the better! Email trails provide the evidence needed to move the problem forward.
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15 Jun 2017, 08:15 AM | #7 | |
The "e" in e-mail
Join Date: Jul 2002
Location: VK4
Posts: 3,029
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Quote:
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16 Jun 2017, 06:52 AM | #8 |
Master of the @
Join Date: Feb 2017
Location: USA
Posts: 1,749
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I used to do support the other way around--I was in North America assisting people in Australia. There are pluses and minuses. For example, let's say you have a problem at night around 9pm Eastern Standard Time. That is just perfect for the Australians who are wide awake and working away. A cool thing that can happen is that you can report the problem and find it is solved by your morning., which seems incredibly fast. On the other hand, report a problem at 7am in New York and you have to wait 12 hours until anyone is on in Melbourne during the New York summer. Maybe POBox and Fastmail support will back each other up, providing 24/7 coverage.
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