Solavei's customer service is...

[npark2012]

Pretty bad.

Solavei's customer service is pretty bad... Before it was really good. Now it's really bad.

Here is an example of a chat I had with a Customer service rep.

You: I heard that Solavei supports short codes for google and facebook. Is that true?
herbert m: No, unfortunately no either.

Here is information about short code support for google and facebook and twitter:

Frequently Asked Questions (FAQ)
Q: Can I vote for my favorite TV show or use other text message 5 digit short code services?
A: We are happy to announce that the 5 digit short codes for Google, Facebook and Twitter are all available to Solavei members. Unfortunately, we are unable to provide access to any other text message short codes.
Google - 46645
Facebook - 32665
Twitter - 40404

So this person is lying already. They are obviously not based in the US anymore. I asked and this is their response:

You: Ok. Where is the customer service call center located?
herbert m: Due to Solavei's Policies we are not allowed to release our actual location. Sorry again for not answer that

another evidence it is not in the US anymore:

herbert m: Ok. In that case you can chat us tomorrow after 14:00 hours and you will be able to chat with her.

A person in the US will use a 12 hour clock not 24 hour. This may not be entirely true but it is a general rule of thumb for me.

And according to this representative, there is only 1 supervisor that controls the entire chat room service for the entire Solavei chat support area.

herbert m: Because this is the only chat room we have, trust me, we will attend your necessities as well as we can. We really appreciate your business with us.

HOPEFULLY, the service itself isn't bad. But since they started outsourcing their customer service the quality of Solavei has degraded. However, it seems that if you post your questions on the Solavei Forums, it is run by US based Solavei employees. So at least we have that..


Link to the FAQ: https://support.solavei.com/docs/DOC-1436

 

[zorak950]

I wouldn't take the CSR's location as evidence of the quality of service. HP's customer service has been based in India for years and they do good work (the occasional communication difficulty aside). T-Moble's CSRs are American as apple pie and they can't seem to do anything. I'll take an accent over incompetence any day.

 

[npark2012]

I wouldn't take the CSR's location as evidence of the quality of service. HP's customer service has been based in India for years and they do good work (the occasional communication difficulty aside). T-Moble's CSRs are American as apple pie and they can't seem to do anything. I'll take an accent over incompetence any day.

Don't get me wrong, I'm not saying if csr sucks then the service itself sucks. But I'm disappointed in the lowered quality of customer support since it's start up.