*********** support staff and issue resolution

<p>I have had numerous interactions with Discovery email support over the years and each encounter I manage to convince myself that it's a once off bad experience and it can't get any worse.</p> <p>Every time I am proved wrong!</p> <p>Do you employee mindless drones to respond to emails who do not have the ability to think?</p> <p>On regular occasions I raise concerns and I have the same generic complaints</p> <p>- Communication is always courteous and polite and usually completely unhelpful!</p> <p>- Only one question is answered (usually poorly) even if I have multiple questions in my email.</p> <p>- From the responses given it is quite clear that the respondent did not actually read my entire email as many times, the suggested solution was already attempted and disproven and mentioned as such in the email.</p> <p>- Multiple back and forth emails are required to resolve each and every query with the time taken between each response getting longer and longer with additional follow up sometimes required from my side.</p> <p>You must have countless support staff that are overloaded as each query must require so many customer inactions to resolve (or tire the customer out to a point of giving up). Maybe instead of simply adding quantity, of staff you should employ better quality of staff and send them on training programs that</p> <p>Have you considered, maybe instead of simply adding quantity, of staff you should employ better quality of staff and send them on training programs that involves encouraging them to actually apply their minds to customer problems rather than just being mindless drones!</p> <p>PS - I have experienced similar issues across, Discovery Insure, Vitality & VitalityDrive so it seems to be a company culture issue rather than an issue limited to one division.</p> <p> </p>