Support Experience

đź“Ś Support
1

Hello! I had a challenging support experience today and wanted to share and learn with this community:

  1. Canada Post went on strike.
  2. I recently was approved for Neo World Elite. Yay! ETA December 17th, of course I knew with the strike it would be longer.
  3. The estimated arrival date for my card never changed during the postal strike as it went on, nor did I see any visible warning in the App. Maybe I missed something? It would have helped if Neo had updated the date based on the resolution of the postal strike on December 17th with a new arrival estimate in the App.
  4. Now, 14-15 business days after the resolution of the strike, I used the help button in the app to get support. It directed me to an AI chatbot which pointed me to several pieces of documentation which I read, but none of them ended up being usable because my physical card wasn’t active yet, and I couldn’t see the option it repeatedly suggested to request a replacement card in the settings menu.
  5. When I finally convinced the virtual assistant I needed help, it connected me with an agent who suggested they would need to send a replacement card, and asked to verify my address.
  6. I accidentally disconnected from the chat. My fault entirely!
  7. I had to repeat step 4 all over again. The chat bot did not seem to remember or respond to prompts to reconnect me with Support.
  8. I was connected with a different agent. They then advised me that the card could be delayed “until the end of January” via Canada Post and that a replacement would be a bad idea in this scenario, I should continue to wait for my card to arrive.

So a few questions here:

  1. Am I poor at prompting the AI virtual assistant or is there room for improvement in their range of functions? Does it remember past chats and support interactions of mine?
  2. Which support team member gave the right advice? Is my World Elite card likely with Canada Post, or do I need a replacement at this point?

Tim

2

This said - the virtual card worked right away and works great!! So very happy with that part

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Hey @tkato appreciate the feedback! Happy to help clarify your questions.

  1. AI virtual assistant does not remember past chats and support interactions, if the chat is disconnected, unfortunately it starts from scratch. Fair prompt though and some feedback we can absolutely share with the support team.
  2. Your World Elite card is likely with Canada Post as you never received your initial card and as such shouldn’t have to request a replacement card. We’ve started to see deliveries resume after the strike backlog, please reach out to me if it’s not received soon!

Hope this helps, reach out with any additional questions!
Craig

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Thank you @Craig-Neo ! This helps a lot to understand where things are at - I appreciate it! Tim

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