[John]

Hi Chris,

I'm sorry to hear of the problems you have experienced. I will answer each point in the order they were given.

a) I don't think we can ever get ticket response times to under a minute, the same speed of live chat. Live chat is always going to be faster for some issues. There is also less chance of a delay in response, from the client, on live chat.

b) I totally agree with this point. I find it disturbing that the person you spoke to could not fix this basic problem. Please supply me with the agent name and the date/time the chat took place.

c) I also agree. 8 hours for such an issue to be resolved is ridiculous. Please let me know the ticket ID.

d) I totally agree again. Please supply the ticket ID and I can assure you, the person will be spoken to.

Both are achievable. We have over 90 people working on eUKhost now (across various shifts and departments). There should be no reason for such a delay in ticket responses and everyone on live chat should be able to solve the issue you described.

I thank you for your understanding. I'm not sure if I would be so understanding in your situation.