Stonewalled by technical support

[iamme]

Technical Support not only did not help me in any way (they closed a support ticket without asking me if the problem was fixed, and did not believe me when I answered their questions specifically), they are also not even answering my requests for a support ticket now.

Is it time to abandon Fongo? If they don't want me as a customer, that's fine, but disappointing. Especially since my (secondary) phone number is now locked up by Fongo, luckily I'm not in the same position as people who depend on it.

[Liptonbrisk]

http://forum.fongo.com/viewtopic.php?f=11&t=5&p=6

Useless posting will also not be permitted nor will posts with the intent of “creating a reaction”. This includes, but is not limited to, posts of few words, no topic, or posts to grab attention to oneself or ones issues. Please make sure your posts have a topic, and that you are including sufficient detail if asking for assistance"

Technical Support not only did not help me in any way (they closed a support ticket without asking me if the problem was fixed, and did not believe me when I answered their questions specifically)

I might be sympathetic if you mentioned why they didn't believe you, but you've not provided any context.

While I approved your post, I do consider this thread relatively useless and reactionary. You've provided no useful troubleshooting information or context, so it's not as though I or others can try to help troubleshoot a technical issue. You might have a valid complaint, but I have no way of determining that based on your post.

Anyway, if this is an account-related issue, then posting here is likely pointless since these are user-to-user support forums. Users and volunteer moderators don't have access to your account since we don't work for Fongo. Support staff is not obligated to read all forum posts or respond on the these user-to-user support forums.

they are also not even answering my requests for a support ticket now.

You don't need to request a support ticket; you can open one yourself: https://support.fongo.com/hc/requests/new.

If they don't want me as a customer, that's fine

I doubt businesses want to lose paying customers.

This is how you escalate a complaint: https://support.fongo.com/hc/articles/2 ... -complaint.

"If our support representative has not been able to address your concern please request an escalation to the Support Manager or Billing Manager in the prior support request. The manager will contact you to attempt to address your concern."


If you are unable to resolve your issue with Fongo, you can consider filing a complaint with CCTS: https://www.ccts-cprst.ca/for-consumers/complaints/.

--
Visit https://status.fongo.com/.
If "Support System" indicates "Partial Outage", ticket response time can take up to a week (or longer).


You can check your ticket status by logging in at
https://support.fongo.com/hc/requests. That's an account for tickets
(zendesk) only and is completely separate from your Fongo Mobile account or any other Fongo account you may have. If you don't have a zendesk account yet, click "Sign Up" after visiting the link.
Use the same email address that you use to submit tickets. Do not use the same password as your Fongo Mobile
account. Again, these accounts are all unrelated.

Support staff does not respond to tickets on weekends or Canadian holidays.
Support hours are 9 a.m. until 4 p.m. EST. They are not obligated to respond
on the these user-to-user support forums.

Volunteer moderators don't have access to anyone’s account and don't work for Fongo.


Fongo does have https://twitter.com/Fongo_Support. I'm not sure if anyone
there responds to direct messages.
Similarly, they appear to be on Facebook:
https://www.facebook.com/FongoMobile/. I don't know whether they'll respond to you there.

[Liptonbrisk]

Perhaps this thread was just intended to provide negative, constructive feedback. I'll move this thread to the Feedback forum.

[iamme]

Hi,

We all know the escalation is just a way to ignore the complaint and run out the clock. (it is not a government agency, it's run by the "big three", and besides the CRTC is also ran by the "big three")

"You don't need to request a support ticket; you can open one yourself: https://support.fongo.com/hc/requests/new."

Yes, these are the support tickets they are ignoring. The ones I'm opening. What do you think I meant by "request"?

[Liptonbrisk]

We all know the escalation is just a way to ignore the complaint and run out the clock.

Who is we, and what clock? Is there a deadline for something?

Depending on the issue, CCTS has helped resolve problems more quickly before: viewtopic.php?p=79859#p79859 and viewtopic.php?p=80763#p80763 are a couple examples.

Yes, these are the support tickets they are ignoring.

I've had tickets closed on me before with no response at all, which I did find jarring at the time, but I was making requests as a Freephoneline customer to make changes in how the service works.

What do you think I meant by "request"?

I thought you might be talking to them in DMs on Facebook or X (formerly Twitter) and requesting that they open a ticket on your behalf. You said, "they are also not even answering my requests for a support ticket now." I thought you were requesting a support ticket from them.

Anyway, what's the issue with your Fongo Mobile service? If it's an account-related issue, I probably can't help. You haven't provided any context at all, so I have no idea what's going on.

What's the ticket number?

Visit https://status.fongo.com/.
If "Support System" indicates "Partial Outage", ticket response time can take up to a week (or longer).

And I have heard back today that support responses are quite behind this week. They also don't respond to tickets on weekends.

[iamme]

Hi,

Ticket numbers are 982399, 956341, 953178,988843, and three more attempts at opening tickets that were ignored completely.

[Liptonbrisk]

Hello,

I have been informed by a Fongo staff member that more information, such as screenshots showing descriptions of errors and requested details, in those tickets weren't provided by you. Support staff needs that information to diagnose problems: "the customer is never replying to the support agent's request for more information."

If you're unwilling to, or otherwise don't, provide requested information, then tickets will eventually be closed.

Again, you can check your ticket status and responses by logging in at
https://support.fongo.com/hc/requests. That's an account for tickets
(zendesk) only and is completely separate from your Fongo Mobile account or any other Fongo account you may have. If you don't have a zendesk account yet, click "Sign Up" after visiting the link.
Use the same email address that you use to submit tickets. Do not use the same password as your Fongo Mobile
account. Again, these accounts are all unrelated.

Beyond what I've already stated, there's nothing anyone here can do.