With every ticket submission I get passive aggressive responses that say I have to provide information (serial numbers, order numbers, confirmation of address which hasn’t changed in the last 3 days from the other tickets I’ve submitted) before they can work my issue. It feels like they are holding your customer service and my needed solutions hostage until I provide information that you already have on file. This is as annoying if not more annoying and frustrating as having a technical issue with the machine. Even more frustrating is when i know your going to ask that information and i provide it in my initial request, you still send me emails demanding the information so you can take the ticket to the next level. I dont know if this is some AI tool that you think gives your customers the appearance that you are working on the issue or associates that like to make your customers jump through extra hoops to get service they have paid for. If they truly dont have that information, please improve your technical service computers to bring that data up from my file along with each ticket. If I’ve put through a ticket in the past 2 days, I haven’t moved… If i only have one yarbo machine, my serial number has not changed. Im not reporting for someone else’s machine.
I really think this improvement (stop asking for redundant data) will make your customers less frustrated. The tech support questions serve to double the customer’s frustration they already have with a machine that is not functioning properly.
I understand this completely, I got the same thing a little over a week ago. I have many open tickets (that are going no where) and the person or AI jumped all over me about not having my address in the ticket. There is not even a place to enter it, and why do I need to give my address so they can figure out an issue? I get it if they are going to send something, but we were no where near that point. And why do I have to keep entering this info in everytime I start a ticket, have it pre typed please, and same for my order number.
Hi there, thank you for sharing your sincere feedback with us. We completely understand your frustration, and we agree that the current process still has room for improvement.
We want to clarify that our intention is never to create extra steps or make customers repeat information unnecessarily. The purpose of requesting details such as the serial number, order information, or address is to ensure our team has the most accurate information available for diagnosis and, if needed, to avoid any issues during the replacement process.
That said, we understand your point that repeatedly requesting the same information—especially when it has already been provided in previous tickets—creates additional frustration and makes the support experience feel more complicated than it should be.
We will share your feedback with the relevant team and continue working on improving our ticket system and information management process, so customer information can be better carried over and reduce unnecessary repeated requests in the future.
Thank you again for taking the time to share this feedback. It is valuable for us as we continue improving the support experience.
Couldn’t agree more…so annoying to get asked for my serial number when it’s literally a required field to submit a ticket. The fact that their AI doesn’t seem to be integrated with their CRM and E-Commerce platform is surprising.