I don’t know how the “priority support” works or even the “normal support”, but I raised an issue that Rita wasn’t able to interpret, I re-stated it and then started a long period of “an agent will be with you shortly”. One hour and 30 minutes later it’s still like this.
I think you should:
- acknowledge your support requests.
- give a hint to users that your support queue is overwhelmed. Better yet, say you’ll contact them later via email, phone, whatever.
- I know that in the software world the idea of “on-line support” is like the magical bullet, but for support related to money and cards and insurances you really should go into the big league and hire support specialists that can reply on the phone in a few minutes time. It’s a totally different paradigm than posting a question on stackoverflow.
You have a big minus from me today.