mymichimichi
Customer service
This is not meant to be a negative review, but perhaps it's something they can fix. I have been extremely happy with Net32 but my last experience makes me think they are being hit with the same problems the pandemic has left the rest of us. Customer service did not come close to their normal excellent standards. It took forever to get through to someone. I tried to find the chat feature on the web and it would only let me opt for certain options that didn't address my need. I couldn't find a place to type my question. I tried by phone and kept getting "Announcement; No one is available to take your call. Goodbye". Click. Those may not be the exact words. It took hours to get through to a person which I don't have time for during the day. She didn't know the answer to my question because she didn't know the product. She told me there was a place on the site for reviews and questions that I need to go to. Okay, there was a wasted morning. I went to the site and found the customer reviews and questions but did see a place to ask my question. By the way, the product description was lacking which led to this problem so I had no answers there either. I had a staff member look at the site in case I was missing something and she didn't see it either. I still haven't had my question answered and will now how to go to the product manufacturer so I don't waste any more time. This all being said, customer service with Net32 in the past was not a problem. I only had one other issue in the couple of years I've worked with them. In the past, if customer service didn't know the answer right away, they would research it and get back to me.
Response from Net32Nov 12, 2021
Hello mymichimichi. Thank you for the review and your support. We are sorry to hear about your recent experience. We are always looking for ways to improve so thank you for your feedback. One of our customer agents will reach out to you and assist you with this issue. We will continue to work hard to bring you the service you expect!