Storage Options phone help moves to back burner.

[Trashcooky]

A direct cut and paste from Storage Options Facebook page:


Katrina Wilkinson

Not very impressed - your instructions manual advises that we call you "in the event we need further assistance and our UK experts will be happy to help you " !!!!!!! strangely when we call the number - there is a recorded message telling us to send a report form into you via your website - how is that helpful when a quick phone call would be sufficient to report a faulty piece of kit and arrange for a replacement etc - So very disappointed in the level of customer service from your company.


Storage Options Hi Katrina

Over the summer we tasked ourselves with taking a fresh look at our customer and technical support services and have recently implemented a number of changes.

Part of these changes mean that, as you have identified, we no longer accept incoming ‘phone calls, however this does not mean that we no longer offer ‘phone based technical and customer support where relevant.
We made the decision to amend our support offering because in the past, when our service was busy, we felt that we were unable to be fair to all the enquiries we received from all channels i.e. via the web, email, ‘phone and voice mail. With the phone ringing older queries received by email were inevitably pushed back and it was impossible for us to answer enquiries in the order they were received - we don't think this is fair or a good way to run things.

The manual which you refer to clearly predates this decision and we apologise if this has caused you any inconvenience. In the case you have described, this should not affect, and may well improve, the speed of the service we are able to offer you. The new system enables the correct department to be contacted immediately via email allowing the relevant procedures to begin straight away, rather than speaking to our customer support team for them to process and relay the message onwards.

Whilst it is a shame that we cannot be available on the end of a phone immediately, the fact is that we are continuing to offer this service sporadically anyway, and we feel it's better to take this step and offer a better, fairer service overall.

Best Wishes, Martin