First of all, we want to apologise for those who have tried to call and have been waiting in excess of an hour to get through to one of our customer service representatives. We have finally found out why it's been happening!
Monday just gone, we have had our telephone software engineers in to investigate the call handling/hold and dial inside of the software. We have 5 members of staff handling calls and actively seeking more. However, it is not a manpower problem. On Monday we discovered that when people call in and are informed of their queue position, occasionally they are randomly "lost in the queue" rather than being next to be talked to, or gone down a position in the queue.
This is completely out of our control, but we are hopefully expecting a software update next week that will resolve this technical problem.
We are glad we have finally found an answer, and we hope you, our customers, will be too. In the meantime, if you are experiencing waiting times longer than twenty minutes, please hang up and re-dial. Alternatively, phone back later in the day. Please take note of our closing times which can be found here.
Alternatively, if you're struggling to phone us, you can email our customer services team using firstname.lastname@example.org or take advantage of our TokyWoky system. This is a little popup you'll see on our home page, usually bottom right corner where you can chat live with other users for advice and more.
Thank you for your patience and understanding in this matter - we hope to return to our normal levels of service as soon as possible.
Written by Karl, who has written a total of 178 posts.
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