Change how 24/7 support is advertised
Xero advertises 24/7 support. My idea is that this representation is amended to reflect what support is actually offered.
Xero state that you can "Contact Xero for free and unlimited 24/7 customer support". To most people, the meaning of this representation is that you can communicate in real time with someone from Xero who can help. This is not the case.
The advertising claim should reflect that, while you can request support at any time, you will only get that support when Xero staff have the time to provide it, based on their triage system.
If you believe I'm being too literal, consider this statement "Your doctor is available 24/7 to provide you with support/medical advice". Do you take this to mean that you can contact your doctor at any time to make an appointment? Or that you can get hold of them (that is, talk to them) at any time?
Martin Danger
shared this idea
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Stacy Conklin-O'Rourke
commented
Support is critical in real time for technical issues with your software either by phone or at least a chat button in real time.
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Martin Danger
commented
For anyone who finds this misleading behaviour concerning, please lodge a complaint about to your local consumer affairs authority. After all, misleading conduct is supposed to be illegal under the Australian Consumer Law.
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Robert Hicks
commented
This XERO service in no way compares to Quick-books on line, Sage or any other support system. In effect as it stands now XERO would be rated the lowest number available. Please get your support into the 21st century.
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Mike Hicks
commented
Xero aren't interested in customer service, just customer acquisition and seemingly well above inflation subscription increases.
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Martin Danger
commented
It's a shame that Xero has not responded to this idea themselves to at least acknowledge their statements aren't very accurate to say the least.