CUSTOMER SUPPORT
Posted on: 21-Feb-2011
We appreciate and take very seriously every question and concern that our members might have. Please help us to help you by understanding that every issue will be resolved in a proper and thorough manner to your complete satisfaction.
Admin
Many of the questions have been:
- have not received my matching bonus,
- payment has not been properly recorded,
- have not received funds that I have requested,
- have made a double payment via my payment processor,
- there was an error in my status of being current and I was excluded from revenue sharing and
- there is any discrepancy of what my account should show as compared to what it does show
Please do not be concerned, we will take care of any and all of your concerns.
All of the above represent the common and consistent questions and concerns that we receive each and every day from our members. Our staff is dedicated to answering and taking care of every one of your concerns as quickly as possible. Our support tickets are designed to communicate with our staff so that they know what your problems and questions are so that they can be resolved. We find that we are having difficulty catching up because inquiries are being sent multiple times to five or more Club Asteria email addresses, Skype addresses and Fax in addition to recording in the ticket system. This is simply strangling our ability to respond in a proper manner. Please understand that with thousands of inquiries, each inquiry, even if it is a duplicate, has to be thoroughly researched all over again before it can be responded to. That means that our staff is doing multiple times the same amount of work, which is counterproductive and does not resolve your issues timely and efficiently. Attempting to communicate with any of the Directors on these support issues, defeats the whole purpose of our support ticket system. We are all so dedicated to helping each of our members but we cannot respond to your support inquiries in addition to all of our other responsibilities.
We have found that of the thousands of support tickets that we are processing, over 90% have already been resolved. We are wasting time researching duplicate support inquiries. For this reason, effective immediately all outstanding support tickets prior to the move to the new system (February 14) will be closed and we will only deal with support tickets on our new system. If you have an issue that has not been resolved you will be able to issue a new ticket and inform us of your question or concern, so we can handle it on a timely basis. OUR STAFF CAN ONLY PROCESS/RESPOND TO INQUIRIES THAT ARE SENT VIA OUR TICKET SYSTEM.
Please help us by following these procedures that have been instituted. We are here to serve you and with your patience we promise you that every question or concern will be answered to your complete satisfaction. We are here for you to provide opportunities and continuously seek new and better benefits for all of our members.
Admin