@rain_mobile
Yesterday morning my speeds were bad so I decided to try submitting a ticket from your mobile app. Since the ticket is submitted from the app, rain should have all my details already based on the account, you would think.
A whole day later I got a reply, asking me basic things:
Kindly confirm if your connection has been restored if not please provide us with the below information:
1. What is the issue being experienced? (No Coverage / Connection Error / Low Speeds) ?
* I already stated this in my ticket submission.
2. Please confirm the make and model of the device you are using?
* This is visible on the rain app and I'm sure rain can tell based on my account? Why ask?
3. The sim card number(Alphanumeric code) which can be located on the actual sim card itself?
* Again, visible on the rain app based on my account. Why ask?
4. Your full address from your connection point?
* Again, should be linked to my account, but also address is required when submitting the ticket and mine was entered. I guess you discard this data too, since it does not appear on the mail.
What's the point of entering info or having this data on your system if support agents don't use it and start from square one?
Looking at what the form submitted, its quite useless:
Product: 4G
Service Name: xxxxxx
Comments
Hi, seeing poor speeds again this morning. 1-2mbps downstream. Last time there was a fault on the tower. I am connected to Fynnland VOD, PCI 446, Cell ID 36, Band 38. Please could you check?
Getting this reply after a whole day was annoying. I will be submitting future tickets here directly to your reps.
Yesterday morning my speeds were bad so I decided to try submitting a ticket from your mobile app. Since the ticket is submitted from the app, rain should have all my details already based on the account, you would think.
A whole day later I got a reply, asking me basic things:
Kindly confirm if your connection has been restored if not please provide us with the below information:
1. What is the issue being experienced? (No Coverage / Connection Error / Low Speeds) ?
* I already stated this in my ticket submission.
2. Please confirm the make and model of the device you are using?
* This is visible on the rain app and I'm sure rain can tell based on my account? Why ask?
3. The sim card number(Alphanumeric code) which can be located on the actual sim card itself?
* Again, visible on the rain app based on my account. Why ask?
4. Your full address from your connection point?
* Again, should be linked to my account, but also address is required when submitting the ticket and mine was entered. I guess you discard this data too, since it does not appear on the mail.
What's the point of entering info or having this data on your system if support agents don't use it and start from square one?
Looking at what the form submitted, its quite useless:
Product: 4G
Service Name: xxxxxx
Comments
Hi, seeing poor speeds again this morning. 1-2mbps downstream. Last time there was a fault on the tower. I am connected to Fynnland VOD, PCI 446, Cell ID 36, Band 38. Please could you check?
Getting this reply after a whole day was annoying. I will be submitting future tickets here directly to your reps.
