I logged a ticket to WA a month ago, they still haven't fixed my issue. They closed my calls "assuming" it was working now without checking in with me and because the call had been open too long and I have also been blocked from replying to techies via email to explain the issue.
Internet works great(occasionally) so I have kept it as it keeps my family happy, but makes it almost impossible to do work.
Persistence. I have over 10 closed tickets on the matter since Thursday. "We have detected a working internet connect.....and we are closing the ticket." They do this without even confirming with me if the matter is resolved.
So since Saturday I just bombard them with Whatsapps. I find these agents to be more interactive than the ones responding to the email tickets.
If you start at 8am with Whatsapps, you normally get a response around 2 to 6pm.
You will need to send between 10 and 20 messages to their Whatsapp before they respond.
What is important is that when an agent responds, you have
5 minutes to reply to him/her, otherwise the call is closed and you need to start from scratch.
When you make contact you then need to ask them to escalate to their Critical Care department.
You will get another ticket number, which does not show under your profile on their Website.
You then start the whole process from the beginning, this time when you get an agent, you quote the critical care ticket reference.
If the agent reports that the critical care ticket has been closed and all is well, then ask them to re-open that ticket.
Then repeat as above.
I think we can all agree that this is a brilliant system, which is efficient, time saving and shows WA's committment to customer service
.
