"I thought I was making a change for the better because Peek Pro had the customer waivers built in. So far setting up has been similar on the back end, but now that the system is set up, I am trying to make some adjustments. I went through the same process with FareHarbor last year. FareHarbor's support was nothing short of amazing! I was up and running in no time, and if I needed help, I could just call and get help. FareHarbor even had help 24 hrs., which was great because often times I don't get home until 10 p.m.
Imagine my surprise when I find out that there is no one to call at Peek. They only have 2 options, an "FAQ type your question" page, and a chat support which was worthless. The girl who was chatting did her best to manually type out the 10 steps I needed to do in order to make the changes I needed. It took her 10 minutes to do so, and it gave me the feeling that Peek is trying to save a few bucks by having a person on chat which is probably handling 3 people at once. We could have probably resolved this in 2 minutes on a call, but instead I got this long multi-step process which absolutely didn't help me because I had to keep going back and forth on the tabs to look at the steps and then go back to try and do them.
BOTTOM LINE: TOO CONFUSING and miles away from being helpful. With FareHarbor, I would have been done in one try, probably would have had the person show me something I hadn't considered, and would not have had to wait 10 minutes to get an answer. Chats are cheap BS ways to support which puts money in the company's pocket at the expense of the customer's time and energy!
"
A rep from Peek Pro, PeekAA, has responded:
“Thank you for leaving your honest feedback about a recent experience with our team member via chat. While we are happy to now have you with us on Peek, we am sorry to learn it was as such since that is not the quality of interaction we strive for or experience through chat.
We would like to ensure partners, such as yourself, are able to connect with us in their preferred method of communication. I am happy to note that we DO and continue to have phone support available to you and our partners with different lines for different uses (Support, Toll-Free, Spanish Support, etc). As a part of actioning your feedback, we have now incorporated these two phone numbers for Support and Toll-Free into our chat widget preform so individuals can see our phone number. I hope this eliminates the same situation for other folks in the future.
To further action your feedback, we have spotted coaching opportunities with our team member and will follow through on this as well. While we expanded our chat offering last year to meet feedback heard from partners of wanting the channel more available, we will continue to incorporate feedback and again, thank you for it. We look forward to assisting you -- perhaps via phone! -- very soon! ”