Answered question

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

Fizz has been sending out a customer service satisfaction survey to some users on Facebook Messager.
If you would also like to give your constructive feedback here is the link to participate: http://dmel.io/s/zks/cdke0a7mlhk1ze5s1i

Enjoy! :)

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ALLISON
ALLISON

ALLISON

User level
Level
4
5000 / 5000
points

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.

That is the perfect example of the type of constructive feedback that should be shared with them via this survey. Hopefully, all the comments reach someone who will have the power to provide training to staff and hire additional qualified staff.

ALLISON
ALLISON

ALLISON

User level
Level
4
5000 / 5000
points

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).

MP
MP

MP

User level
Level
2
1739 / 2000
points

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.

Ken
Ken

Ken

User level
Level
4
5000 / 5000
points

Thanks Emre Y. I don't have a facebook account.

ReneD
ReneD

ReneD

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Level
4
5000 / 5000
points

@Emre Y.
The link you provided in your question is the same survey you get to answer every time, at the end of chat session.

If you got an e-mail for this, just mean they flagged your account because you didn't filled it in at that time.

Chizz :))

ReneD
ReneD

ReneD

User level
Level
4
5000 / 5000
points

Edited answer to work around public review.
@Emre Y.
The link you provided in your question is the same survey you get to answer every time, at the end of chat session.

If you got an e-mail for this, just mean they flagged your account because you didn't filled it in at that time.

Chizz :))