topic Re: How to get a specific CS Agent in Get Support

How to get a specific CS Agent

dkong33 — Thu, 16 Jan 2025 04:57:15 GMT

Does anyone know how to get a specific CS agent? I opened a ticket back in December and the agent at that time told me to reach out before January 16th to change my plan to something he agreed to. I have the messages and screenshots.. Now I reached out to CS and some other agent wont honour it even as I shared the screenshots and he has the ability to read my old tickets. On top of that, my wife's account that I admin - had it changed over no problem at the same time with my old messages.

For whatever reason, my cs agent this time wants to gatekeep and tell me something cant be done when I am literally getting it done on another account with the same exact history and plan.

Re: How to get a specific CS Agent

slusagm — Thu, 16 Jan 2025 03:25:00 GMT

you can't specify which agent to answer

you can try to screenshot the reply of another agent as proof and ask. But support issue is always YMMV

Re: How to get a specific CS Agent

Chalupa_Batman — Thu, 16 Jan 2025 03:25:31 GMT

Hey @dkong33

Sadly not really. That agent may be no longer working there. Best is just to reply to the one where they made the offer and say you're following up. Then whichever agent assist you will take over the ticket. Pretty much any of them can do it.

Re: How to get a specific CS Agent

dkong33 — Thu, 16 Jan 2025 03:27:32 GMT

Thats the thing, I have screenshotted the proof and shared with the agent I am dealing with now. They refuse to help. I even asked that my ticket be forwarded to the original agent. I know this can be done, because in the past, an agent has said that they were forwarding my request to the original agent.

Re: How to get a specific CS Agent

Chalupa_Batman — Thu, 16 Jan 2025 03:28:26 GMT

@dkong33 wrote:
Thats the thing, I have screenshotted the proof and shared with the agent I am dealing with now. They refuse to help. I even asked that my ticket be forwarded to the original agent. I know this can be done, because in the past, an agent has said that they were forwarding my request to the original agent.

Ask your request to be escalated to a supervisor.

Re: How to get a specific CS Agent

dkong33 — Thu, 16 Jan 2025 03:28:41 GMT

I have been going back and forth (you know, while waiting 30-50 minutes for them to reply) and I know the other agent still works there, because I am messaging with him on my other account

Re: How to get a specific CS Agent

slusagm — Thu, 16 Jan 2025 03:30:10 GMT

you can try to message another day and hope for better luck. PM agents only pick up the tickets from the same queue, so a different day might have better luck

Re: How to get a specific CS Agent

dkong33 — Thu, 16 Jan 2025 03:29:46 GMT

Already asked for it to be escalated.

Re: How to get a specific CS Agent

hairbag1 — Thu, 16 Jan 2025 03:30:41 GMT

@dkong33

the Customer Support is provided by offshore staff now. I suggest you request that your concern be raised to a higher level support person.