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The following page was printed from RemoteCentral.com:
| Topic: | How Is Snap's Customer Service? This thread has 67 replies. Displaying posts 46 through 60. |
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| Post 46 made on Wednesday April 11, 2018 at 09:51 |
Derek@SnapAV Long Time Member |
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Posts: | November 2017
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Happy to provide a little bit of insight. Many of you have already said and shared your stories. Customer Service is one of the most important pillars of our business. It is how we got started 10+ years ago. We do not shut down accounts due to lack of buying activity. As you all know you can lose partner rewards perks from not buying but that is normal. As long as you are still in the industry your account will stay active. Dawn Boland, our VP of Customer Care is ready to answer any further questions you might have on this specific topic in reference to SnapAV. You can email her at [email protected]. I want to avoid discussing specifics on the forums.
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SnapAV Product Training Specialist |
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| Post 47 made on Wednesday April 11, 2018 at 10:11 |
highfigh Loyal Member |
Joined:
Posts: | September 2004
8,322 |
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Sears canceled my card because I wasn't using it. Maybe the cost for credit card management is higher, but I had a zero balance.
I just read their policies- maybe the OP reviewing this would shed some light.
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My mechanic told me, "I couldn't repair your brakes, so I made your horn louder." |
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| Post 48 made on Wednesday April 11, 2018 at 12:05 |
Fins Elite Member |
Joined:
Posts: | June 2007
11,627 |
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On April 11, 2018 at 09:51, Derek@SnapAV said...
Happy to provide a little bit of insight. Many of you have already said and shared your stories. Customer Service is one of the most important pillars of our business. It is how we got started 10+ years ago. We do not shut down accounts due to lack of buying activity. As you all know you can lose partner rewards perks from not buying but that is normal. As long as you are still in the industry your account will stay active. Dawn Boland, our VP of Customer Care is ready to answer any further questions you might have on this specific topic in reference to SnapAV. You can email her at [email protected]. I want to avoid discussing specifics on the forums. . 
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Civil War reenactment is LARPing for people with no imagination.
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| Post 49 made on Wednesday April 11, 2018 at 22:44 |
Ranger Home Super Member |
Joined:
Posts: | June 2007
3,486 |
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Still more to this story than we know. But, I dont really have desire to learn more. Particularly in a public forum.
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| Post 50 made on Thursday April 12, 2018 at 15:15 |
goldenzrule Loyal Member |
Joined:
Posts: | July 2007
8,474 |
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On April 4, 2018 at 17:16, Zohan said...
CS is typically very good, when you can get through to them. I'm in this situation now, waiting on TS to answer. 25 minutes now.
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| Post 51 made on Thursday April 12, 2018 at 16:58 |
Zohan Super Member |
Joined:
Posts: | September 2010
3,096 |
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On April 12, 2018 at 15:15, goldenzrule said...
I'm in this situation now, waiting on TS to answer. 25 minutes now. On April 11, 2018 at 09:51, Derek@SnapAV said...
Customer Service is one of the most important pillars of our business. It is how we got started 10+ years ago.
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| Post 52 made on Thursday April 12, 2018 at 18:13 |
roddymcg Loyal Member |
Joined:
Posts: | September 2003
6,796 |
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Looks like customer service will be talked about on the AV Nation "State of Control" podcast this week. And no, it is not good. The little guys are friends with lots of other little guys...
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When good enough is not good enough. |
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| Post 53 made on Thursday April 12, 2018 at 23:33 |
Audible Solutions Super Member |
Joined:
Posts: | March 2004
3,246 |
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I'm not sure I'd quantify opening/closing of an account as customer service. I count what happens with defective or problem equipment or help making their products work. I don't call them much. We had an issue with Spotify failing to connect and I'd suggest they did about as well as one could expect. Tech support costs money and good tech support requires a significant investment.
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"This is a Christian Country,Charlie,founded on Christian values...when you can't put a nativiy scene in front fire house at Christmas time in Nacogdoches Township, something's gone terribly wrong" |
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| Post 54 made on Friday April 13, 2018 at 10:49 |
goldenzrule Loyal Member |
Joined:
Posts: | July 2007
8,474 |
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The wait time was way too long, however the support once they answered was quick and excellent.
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| Post 55 made on Friday April 13, 2018 at 11:16 |
Cams Long Time Member |
Joined:
Posts: | January 2006
485 |
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wait time is ridiculous - and yea we do the press 1 to call back BUT its still at times hours later..
Once you get a hold of them its alreays good.. but half the time I am already is a pissed off mood cause I had to wait an hour.. again ridiculous
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| Post 56 made on Saturday April 14, 2018 at 00:40 |
Ranger Home Super Member |
Joined:
Posts: | June 2007
3,486 |
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Hold times have gotten a bit out of control. Email to tech support as well. That should NEVER take a day. EVER.
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| Post 57 made on Saturday April 14, 2018 at 12:33 |
MNTommyBoy Senior Member |
Joined:
Posts: | November 2010
1,063 |
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On April 12, 2018 at 15:15, goldenzrule said...
I'm in this situation now, waiting on TS to answer. 25 minutes now. That's no good, sometimes one just calls on a bad day though. There could training/development, team builder, retirement party, who knows. Snap is good about communication though with banners on their site etc... About the OP situation though, having worked in a corporate B2B call center for two years, there are a lot of bad reps out there. I saw dozens of reps come in go, typically in the first 90 days, but sometimes more.
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"There's a big difference between winging it and seeing what happens. Now let's see what happens." ~MacGruber |
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| Post 58 made on Saturday April 14, 2018 at 15:36 |
FunHouse Texas Active Member |
Joined:
Posts: | June 2013
595 |
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On April 14, 2018 at 12:33, MNTommyBoy said...
About the OP situation though, having worked in a corporate B2B call center for two years, there are a lot of bad reps out there. I saw dozens of reps come in go, typically in the first 90 days, but sometimes more. at $8-11 per hour what can one expect? I figured that once SNAP got so big and purchased - the SNAP we knew would start to fade - like most all other companies. Bottom line is now the overall performance metric - not customer experience. Derek - I'm looking for you to add MORE insight on this common theme..and what is being done about it. When Ranger is publicly complaining about SNAP you should be listening!
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I AM responsible for typographical errors!
I have all the money I will ever need - unless i buy something.. |
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| Post 59 made on Sunday April 15, 2018 at 12:54 |
MNTommyBoy Senior Member |
Joined:
Posts: | November 2010
1,063 |
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On April 14, 2018 at 15:36, FunHouse Texas said...
at $8-11 per hour what can one expect?
Oh no, this was $15-20/hr plus bonus on your margin $$, and that was 10+ years ago. The biggest thing to push me out was the horrendous systems we had to deal with. Even with decent money and benefits, I saw a ton of terrible reps.
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"There's a big difference between winging it and seeing what happens. Now let's see what happens." ~MacGruber |
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| Post 60 made on Monday April 16, 2018 at 13:25 |
Dawn Boland Lurking Member |
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Dawn Boland, VP of Customer Care here.....I thought I would weigh in since Tech Support falls under my umbrella. Thanks to all for the good and the not so good feedback. As far as current hold times in tech support, our goal is to answer 75% of the calls we receive within 3 minutes. As of late, we have not maintained this service level and hold times have been higher than we would like. We have recently added additional agents which means hold times should get back to normal soon. As far as email turn times, we have a same day response policy and have been adhering to this standard. I apologize that there was a delay for some of you. This should not be the case. I have asked our Sr. Tech Support Manager to research this situation. I view all feedback (good and bad) as a gift and take it very serious. I have been with Snap for 9 years and would love to hear from you. Please feel free to reach out to me personally at [email protected] or call me direct at 704.909.5871 to discuss any areas of concerns that you have. Thanks for your continued support!
Last edited by Dawn Boland on April 16, 2018 13:33.
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Dawn |
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