Official Customer Service Survey - Do you want to give feedback on your experience?

I feel bad for their support people. There are not enough of them. They are not trained to do anything other than generate canned responses that anyone with any trouble shooting ability has already done themselves. Then they can only generate a ticket for the already overwhelmed technical staff. The problem isn't the support people or technical staff, the problem lies in whoever made the decisions regarding how many of each were needed, and the timing to move from invitation only beta, to open beta, and now to launch, when their problems were not solved and they did not have enough staff to handle the volume of problems ranging from simple user error to major network problems.

I did give similar feedback when I got a survey like this after communicating with the front line support for my inability to receive texts or phone calls while on the Fizz network (bizarrely, they worked fine on Fizz EXT, so I'd force switch over once in a while to pick up my incoming texts). The front line person lead me through a bunch of troubleshooting I'd already done (which is to be expected) before finally creating a ticket. A few days later and the problem was solved on their end. But this was during beta, before it was fully opened, and when they were less overwhelmed (you could find the chat bubble most of the time).

I filled in the Survey, similar response in requirement of additional training, unclear directions/insufficient info. from Fizz. Rolled out too fast with too many outstanding problems.