I've heard that Avalon has been spammed by all of us with our excessive tickets. Some people will open a new almost daily asking When will my Avalon ship? Other people will offer to pay extra to cut in line to get their order shipped sooner. Avalon's staff is not that large, there is probably only one person staffed answering tickets.
And I've heard that if you assign a low level guy that can read and sort through the tickets each day for a dedicated 60 minutes per day, the whole backlog would not exist in the first place.
These are just all excuses, of course if you don't bother to reply to emails and tickets and let things accumulate for weeks then you end up with a mountain of work which is depressing to address.
Seriously, we are barely at ticket #900 in the support system, collected over 4 months time. Let's say 3 months. That is 10 tickets per day. The guy would have to spend 5 minutes on each minute to say either "no go away" or pass it onto somebody who can actually fix the problem. He would still have 10 minutes spare to get a coffee and a smoke.
There is no need to have any other communication channel other than the ticket system. Just bounce the emails and tell people to open a ticket with the proper documentation.
How else do you think bigger companies deal with 100's of requests each day? You have a first level filter and then the important stuff floats up.
How much do you need to pay a student to do this? EUR 20 per hour? I bet you can even get a volunteer here to do it for free.
I'd rather have my Avalon shipped sooner than have someone answering all of the support tickets. It sucks that the majority of support tickets are from people that constantly spam Avalon are preventing others from receiving the important support that they need, but there really is no easy way to fix this problem.
Until you end up being that one guy whose ticket was never processed to update his shipping address. Or add a phone number. And then your shipment can't be processed. You'll loose another week or so and then you'll start posting here too ;-)
So the easy solution you propose is to ignore all incoming communication? You work at DMV?
It seems they just go through all the orders and just address the problems that pop up.
Most of the issues could have been fixed in the last 2 months before there was even a rush or urgency.
Now it will all become very dramatic and rush rush to get things fixed.
"sorry, we can't complete this order because your phone number is missing" can be avoided if somebody would just take the trouble to go over all the orders in the month february and check them. Or even automatically email the people that placed the order and tell them to check it themselves.
