Does anyone have a phone number for UK customer services? I paid for premium services and it has not been delivered, tried cancellation in the chat bot and it just goes in a never ending loo[p until I disappear up my own jacksie!
I suspect you are far from alone on this one.
I've just spent the best part of a day, on and off, as I do have other things to do, trying to contact them about some issues, and their support is letting them down, badly.
No phone option for UK users now, I am certain I had a conversation with them last year where a matter was resolved quickly
The chat bot thing is not fit for purpose in my view, based on experiences this week.
I did the usual thing where standard questions should route you appropriately, it then promised time and time again that 1 person was ahead of me, expected wait of 2-3 mins. Untrue, time and time again I waited and waited and gave up. This was all in the office hours they quote.
If I made further attempts, the bot would repeat its process, as though stuck in a loop, asking the same questions and giving the same false hope about wait time.
It took me several hours of trying before I got to a real person, and that happened early afternoon UK time.
To be fair, once that happened, things progressed. That somewhat demonstrates the value of a human being over some bot which adds nothing, bar frustration.
But the joke of it is, I suspect that abandoned attempts to use the bot, result in a ticket being generated automatically. Not only does this break ticket continuity, but creates extra work 1) for agents trying to unravel the mess, and 2) customers who are then asked to respond to said tickets when a human being picks them up. Typically this is hours later, though my record is a delay of about a week. The final insult is being asked for feedback on all the false tickets.
They've clearly got problems, but the bot ain't helping anyone on either side, in fact it's probably creating more workload which then compounds the issue of poor service response.
In my view they'd do better to get rid of the bot, and just be honest about wait times for a real human being - as the bot adds little of value, arguably apart from buying time via delay....and that's not a good way to operate a service function. Out of interest, and somewhat to validate my own experience, I've scoped out reviews, and it ain't pretty.
Given the nature of your problem, if the chat thing continues to fail you, it might be an idea to give them a shout via Twitter for example. When systems fail, we have to get creative.
