Suggestion for ePassporte from a fairly happy customer

Hmmm, they raise the price 100% decide the CS they provide is adequate and make no changes while improving the bottom line.

Within reason, the limitations of first-line support are not set by the staff, so much as by their "scripts" (or however you want to refer to whatever system they have for coming up with answers to common questions). When I have called EP, the staff themselves have seemed reasonable enough, but only able to provide a very limited range of responses to a narrow range of issues.

Even that might be acceptable, were it easier to be passed along to a higher level and if it were indeed a higher level. Where EP becomes most frustrating is that if the people on the 'phones open a ticket, the usual consequence is a 24-48 hour wait for a templated response, no more useful than you got on the telephone. Then, in the absence of access to anyone else at all, you have to depend entirely on KS/MO.

Thus I don't think that the long-promised improvements in EP's service depend on an increase in staffing costs, so much as on the staff they have being given better tools and the training to use them. Some issues, such as the all too frequent non-arrival of new/replacement cards, would be improved by putting control procedures in place.

These things might involve some cost increase, but primarily just the company's management getting off its collective ass.

I guess I have been lucky, as I have had problems with my account in the past, but they were always solved in a timely manner. I hear all these horror stories, but I just can't relate to them.

Good sugestion! - peopple would be happy to talk to intellegent person.

Dont Raise The P2p Fee! Please

When I say intelligent, i mean someone with the necessary authority and information to actually help, Like I said we've never had any major problems; even so, half the times we've phoned them about something, they were unable to help or the information they gave was wrong.

Half the time or more.