Why is it impossible to get someone from Goozex to contact me?

formated4tv replied on 12-21-2009 4:03 PM | Locked

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Awesome, thank you very much.

Like I said, I have NO beef with the site, or even the steps taken to try to get a resolution to a lost game. My only complaint was the speed that I was being "helped" with this.

Thanks everyone for the suggestions.

Robstein replied on 12-21-2009 10:35 PM | Locked

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mafafu:

Robstein:

mhatter106:

I love this site and the people, I use it a lot, but I will admit that responsiveness is not a strong suit of Goozex.  I've said it before on the forums, and been shot down as if I'm bashing Goozex, when in fact I love it.  

It's really not just now because of the holidays or simply explainable by "oh they don't work on weekends". Slow or sometimes lack of responsiveness is more the rule than the exception with Goozex directed e-mails it seems.  It's perfectly okay to send an automated email saying we will get back to in 2-3 business days, but it's a crapshoot whether that will actually happen or not. Generally, it takes a direct PM to one of the G-team or a mod flagging something to get action on an issue, which really shouldn't be the case.  

This. Goozex should really think about beefing up their Customer Service a bit.

While I agree in principle, that is easier said than done. We have no idea how much this business actually makes and whether or not adding another CS rep is within their budget.

I can understand and respect that, but at this point it seems rather negligent of Goozex. The user base for the site has grown exponentially since I joined a few years ago, and I know it had grown a great deal even before that. It's been at least a year and a half since their service record took a dive, and in that time they've still gathered a large amount of new users. In all honesty if they can't do something about their obvious customer service issues at this point then they need to either bite the bullet and take a financial hit (assuming that's even possible), update their customer service messages to reflect the fact that it'll take them roughly 3-times longer to respond, or get rid of their "Help" entirely and leave it up to PM-ing mods and admins directly.

I don't mean to imply that they're dragging their feet (I'll be the first to admit I have no idea what's going on behind the dinosaur), but this has been an issue for a really long time. We all know it's a problem. They all know it's a problem. Don't you think it's about time they did something to address the issue? Even if that means a simple "We understand this is a problem and we're working on a solution" thread?