Escalation Process is Broken

[GeoffJan]

I’ve been dealing with an issue for weeks. Two cases open with secondary support and no resolution. Sent in management escalation form (8 days ago) and no response. How does one get help? I don’t have it in me to call a 7th time, wait on hold for 30-45 minute, and start this all over again.

[RogersYasmine]

Hello @GeoffJan ,

Thanks for posting your escalation concern here in the community forums. I can feel your frustration surrounding this issue and I'm sorry to hear that you have yet to hear from anyone. 😞

If possible, would you be able to share more details about what happened and what type of resolution you are hoping for? Once we have a better understanding of what exactly occurred, we'll be able to determine next steps.

Kind regards,

RogersYasmine

[GeoffJan]

My wife is unable to send pictures to anyone via mms. Been through countless chats/calls (6) Escalated twice internally to secondary support as followed all steps multiple times listed online with no resolution. After more than 2+ weeks both have been cancelled without resolution. Each time I receive a text back and we’re told to check phone settings (how would this get to secondary support if we hadn’t checked those already, multiple times) Latest case was C199835187. No one follows up, each time they are just cancelled and I’ve had to start the entire process over. Each time told secondary support will reach out, but they never do. Last time I spent 1.5 hours on hold/ talking to agent only to find out they needed more information, instead of them just texting me what they needed. Information given obviously doesn’t help so they cancel again and tell us to check settings or use Anna?? Really!!! So tried to escalate but that is pointless. The process is so broken.

[RogersCorey]

Have you received a call back yet from your previous escalation @GeoffJan?

If you haven't yet been called back and you're still waiting on an update, we can help.

Please feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.  

Regards,

RogersCorey