1 reviews | Active since Jan 2023
Xneelo support going backward
I have been a client of Xneelo for around 5 years now and to date the support and service was exceptional - so much so that I moved all my clients we manage over to them. Lately however the support (phone, online, email) has been terribly slow to come back to me. We manage 100s of client and if there are mail issues, I cant wait LIKE TODAY more than half a day to get some sort of communication with Xneelo.
My day so far: Phone: Have phoned them and have been holding for over 30 mins and cancelled the call after 30 minutes as that seems t be unattended?? Online Chat: As per the phone number, why not use online support? - so as we speak I am still waiting online. "We understand your time is valuable, and your patience means a lot to us. Our team is working hard to get to you soon. This is what I am getting every few minutes after 20 mins wait online. Not sure how long this wait will still go on before I can actually get hold of someone. Email: I understand this usually slower so am ok in waiting, but did not want to send an email to get support on emails
What is going on, have you reached your ceiling with number of clients you can support now and this is what is to be expected going forward?
Thank you for hosting with xneelo. We truly appreciate your loyalty and the feedback that you have provided.
A Service Manager has been requested to contact you urgently by phone, to assist you in resolving the email issues you have experienced.
We recognise that your recent experience is not up to the standards you are used to at xneelo. This is due to higher than normal volumes, however, our intent is to adapt to this and address this concern as best we can. We aim to make continued improvements going forward to make your customer experience better.
Kind regards,
xneelo
Best regards,
Thank you for hosting with xneelo. We truly appreciate your loyalty and the feedback that you have provided.
A Service Manager has been requested to contact you urgently by phone, to assist you in resolving the email issues you have experienced.
We recognise that your recent experience is not up to the standards you are used to at xneelo. This is due to higher than normal volumes, however, our intent is to adapt to this and address this concern as best we can. We aim to make continued improvements going forward to make your customer experience better.
Kind regards,
xneelo
Best regards,
Thank you very much for allowing us the opportunity to call and speak with you.
We acknowledge your concerns and will continue to make every effort to address the longer than normal wait times.
We thank you for your ongoing support and feedback.
Kind regards,
xneelo
Best regards,
Thank you very much for allowing us the opportunity to call and speak with you.
We acknowledge your concerns and will continue to make every effort to address the longer than normal wait times.
We thank you for your ongoing support and feedback.
Kind regards,
xneelo
Best regards,
Thank you for allowing us the opportunity to assist and address your concerns.
It’s your continued support that keeps us improving and we look forward to continuing to offer you the service that you have come to expect in future.
Warm regards,
Your xneelo team
Best regards,
Thank you for allowing us the opportunity to assist and address your concerns.
It’s your continued support that keeps us improving and we look forward to continuing to offer you the service that you have come to expect in future.
Warm regards,
Your xneelo team
Best regards,