Support Timescale

[FurbtasticM]

I lodged a support ticket with 360Giveaway on 23rd October and got what looked like a standard response saying they had "referred the matter to our technical team".

A week later and despite a few gentle reminders I have heard absolutely nothing. I have also pm'd Tab but no response as yet.

The issue is critcal to my account and also affects another users account - they want to start referring themselves but aren't going to do so until the matter is resolved/clarified. They lodged their own support ticket and got exactly the same standard reply....but nothing else.

Am I being unreasonable in expecting an answer after a week?

If anyone here has any better access to Tab then perhaps they can raise this with him. It must make business sense to keep your customers happy!

[helpmeout]

check out this thread and you will see ben has been waiting over a month for a responce!

2 months??!!

I got stung a bit by genius team bailing on the scene and now it seems GA might too - when has anyone last heard from them? I have not seen Tab on here for a while.

[matkavs]

Originally Posted by helpmeout

check out this thread and you will see ben has been waiting over a month for a responce!

2 months??!!

I got stung a bit by genius team bailing on the scene and now it seems GA might too - when has anyone last heard from them? I have not seen Tab on here for a while.

I am not being rude, but that is the most ridiculous comment ever!

The problem with GA is the sheer size of their customer base, think it is something like 3/4 million customer accounts. If 1% of those raise a support ticket everyday that is like 7500 tickets to respond to. So no surprises the 1st response is automated. They probably have a huge backlog of tickets.

Though, they are to blame fo the backlog, if it states verification takes between 15-20 business days and then keep customers waiting longer (*cough* *me* *cough*) then people are gonna raise tickets.

I think GA need to employ more people to answer these tickets as they always seem to be responded to by the same women, Lisa. That is a hell of a job for 1 perso. Get Lisa some help Tab! lol. Although, more people employed = less profit = more referrals and no free offers.

So it is upto people to decide, put up with the wait and get an easy site to complete, or make the site more difficult but get quick responses to tickets?

And I don't think GA are gonna dissapear as they are the biggest and most well known/used free network in the UK. So IMO there is no way they are going anytime soon.

WOW, DID I JUST WRITE A RANT OR WHAT!

[drprize]

Took about 4 days for a support ticket I raised to be replied to and in total a week for it to be resolved (crediting for an offer I'd completed) Didn't think it took too long.

From what I can gather there's not many people who run the network so given how many users there are its understandable if it takes a while to get a reply

[helpmeout]

Originally Posted by matkavs

They probably have a huge backlog of tickets.

Though, they are to blame fo the backlog, if it states verification takes between 15-20 business days and then keep customers waiting longer (*cough* *me* *cough*) then people are gonna raise tickets.

if they have a huge backlog of support tickets they are not going to magically dissapear,as new users sign up its only going to get worse, also leaving all the ps3 completers hanging without and reason for no verification is just going to add to the support tickets and peoples fustration.

As for my comment on if GA were going to bail it was not retorical I genuinally wanted to know the last time anyone has heard from them!?

I know i have not had a support ticket reply in a few weeks.

[matkavs]

OK,

Clicked on Tab to view his profile, tells you last activity:

Tab Offline
Giveaway Network Owner
Last Activity: 26.10.2006 02:56 PM


Only on last Thursday so he is still about.

[helpmeout]

Maybe he is still around and I think they are a fair way from doing a runner but in my defence remf was still posting away merrily to the end even when his site was over.

[Bazza]

Yea theres no worries about GA doing a runner. There just getting very slow, I havnt been credited for an offer i did 2 months ago which cost me £25 even though I provided screenshots. However I am thankful that if it hasnt been tracked properly that giveaway might credit me manually.

[FurbtasticM]

Lol, I started with a query about timescale and ended up with concerns over the network disappeaing

And therein lies the problem. How can you sleep easy pushing a network to family, friends and anyone else who will listen if you have your own doubts about it?

TAb may have come on on the 26th but didn't read his pm's....or at least, not mine.

I am an optomist and am sure this will be resolved. I just need Giveaway/Tab to restore my early enthusiasm.

[bmh16]

I've sent him recent pm's as well. So you're not alone there on your unanswered pm's. When he has time i am sure he will repond to our pm's. Because, giveaway is a huge network, and have tones of stuff to do!

Ben

[goodapollo]

Originally Posted by FurbtasticM

TAb may have come on on the 26th but didn't read his pm's....or at least, not mine.

I don't want to seem like I'm having a go here but as far as I know exceem isn't an alternative to the official giveaway support process - Tab almost certainly doesn't come on here to offer a personal support service to exceem members. I can understand why he is appearing less frequently on the forums - if I was getting bombarded with pm's demanding to know where my account was up to I think I'd be pretty reluctant to visit as often.
Yes the support system is slow, and yes we'd all like to get our free items as soon as possible, but I think we need to keep sight of the fact that, at the end of the day, you get what you pay for and I know I for one haven't paid very much.
I guess what I'm getting at is maybe we should lay off Tab, lest he gets so fed up of exceem that he (and Giveaway) abandons us altogether!

[/Rant]

[FurbtasticM]

Originally Posted by FurbtasticM

Am I being unreasonable in expecting an answer after a week?

Easy tiger, I've sent just the one pm to Tab. I posted here rather than chasing the guy so that I can benefit from the community's wisdom and not create problems.

So, point taken.

Not that I agree with your philosophy on "you get what you pay for". How much do you think your 21 green referrals (and the offshoots from those) have earnt for the network and the offer sponsors? Why shouldn't you expect a decent service in return?

That's another debate of course.

[goodapollo]

Sorry Furbtastic that last post wasn't directly at you, it was meant more generally. I just think exceem needs to be careful not to become a hinderance rather than a useful place for network owners.

With regards to getting what I pay for, those 21 referrals cost me approximately £3 in ebay fees and maybe 2 hours maximum of effort. That's what it cost me - irrespective of what the networks/affiliates get out of it. If I posted 200 mailshots at work I wouldn't expect the proceeds of those advertisements, only the just reward (ie my wages) for doing so. Same here, I don't lay any claim to monies made from my referrals by Giveaway/their affiliates because after all it's their investment in websites, webhosting, forming partnerships etc that generates that revenue - I merely expect my reward for my part of the deal. My referrals cost me about 15p each and that's the bottom line, whatever happens to them next doesn't concern me!

I completely agree with you that the support for the site could be better, and ideally should be - my point is merely that for the amount of outlay I have personally expended I would not and do not think it right to expect or demand great service!