Support dependent on community level?

thends

I get it they want us to use this forum but it seems kinda forced this way.
Also they should have live agent available… it’s not a cheap bank and waiting days for a reply is terribile

jonaspanitz

Ich war auch etwas überrascht, als ich gesehen hatte, dass die Antwortzeit dadurch beeinflusst werden soll.. eigentlich sollte man das für den Preis den wir zahlen auch ohne so ein System regeln können.
Vielleicht ist das ganze aber auch nur sehr unglücklich ausgedrückt und ein Missverständnis - wer weiß…

Martijn-Lime-Bear

I do kot post that much in the fora, but if this is true and the speed is even going further down than what it already was (except for emergency support), that would be terrible.

B87

Teilweise braucht sogar der Notsupport Tage zum beantworten. Ich werde BUNQ wohl bald verlassen, denn ich bin frustriert.

jonaspanitz

DJ BEN ANN Wird nicht einfach sein ne Alternative zu finden. Daher bin ich auch wieder zu bunq zurückgekommen. Die Features sind hier insgesamt einfach unerreicht.

B87

Jonas Es gibt noch revolut, wobei man da auch nicht immer gutes hört. Aber da gibts zumindest einen Live-Chat

B87

Man sollte hier mal bei der BaFin nachfragen ob das überhaupt erlaubt ist die Kunden nach Kategorien einzuordnen for schnellen und langsamen support anhand deren Wirkungsweise in der Community der Bank. Kann mir schwer vorstellen, dass das legal ist

jonaspanitz

DJ BEN ANN Verstehe, der Live-Chat ist echt ein gutes Argument für Revolut. Schlechtes hört man ja bei eigentlich fast jeder Neobank. Ich hatte bisher meistens Glück - aber wenn’s einen dann mal erwischt kann’s übel werden..
Aber ich glaube die hatten keine IBANs für ihre Vaults/Unterkonten, oder?

bunqVitaly

Hi!

Indeed this is something intended to encourage community usage and healthier support interactions 😊

The good thing is that the waiting time can't do but decrease, never increase. This means that if the standard waiting time before the update, was, for example, 5 hours, and you are a new user, you'll still face a 5-hour waiting time. However, if you are an active community member, that time could be reduced 🚀 It's a win-win!

NetRunner20

Vitaly 🇪🇸🇬🇧 Nun ja, rein rechnerisch verstehe ich das nicht . Wenn andere in einer Warteschlange vorgezogen werden, wandere ich nach hinten und muss damit länger warten. Bei einer begrenzten Anzahl an Mitarbeitern kann ja niemand ohne Kosten auf andere bevorzugt werden. Oder gibt es dann eine Art Maximale Wartezeit, die immer eingehalten wird?

dashatkeiner

Vitaly 🇪🇸🇬🇧 Außer für den neuen Nutzer, da der prinzipiell 0 Erfahrung hat um etwas beizutragen. Oder reicht das simple stellen von Fragen in einzelnen threads aus um die Community activity schon zu erhöhen?…just did it ;) (bin aber mein Neuling nur schreibfaul)

dashatkeiner

Bitte erklären bunq!!! Supportseiten sind eh schon fast unerträglich geworden. Ich will eine solide bunq App mit Features die mein Banking erleichtern. Wenn ich sozial gehen will versuche ich Facebook. Ich hoffe das ist nur ein Missverständnis

Vincent-9870

This really is bad. Normal waiting times for support is not asking for a lot. It should not be dependent on anything. Bunq prides itself on “inspiring traditional banks”, however this is a step backwards. At a traditional bank, although I may have to wait on the phone for an hour, I can just speak to someone.

That being said, I hope these long waiting times are subtracted from the “time Bunq has saved you” metric.

MxR

Feels a bit like ‘china social credit’. But then framed in a positive package. To me it feels that most users are punished by not actively participating in something that is not part of the core business of bunq, aka. being a bank.

Only users that do what is being asked and stay within line are getting benefits, in this case shorter waiting times. (Credits)

My personal point of view is that not everything can be handled via algorithms, communities or credits. Quick and personal contact is part of being a bank. (Gaining Trust).

This means investing in sometimes expensive callcenters. that’s where the optimization should be, how to make them as efficient as possible, without losing quality.

Vincent-9870

I agree wholeheartedly, perhaps Bunq should be spending that 30k a month on better service first, before giving it away in some lucky raffle.

JohnDo

Gooooood morning fellow bunqers! Hope your enjoyed Update 20 yesterday. I certainly did, live from DeLaMar 🎭 🎉

In regard to Support.
I think we all can agree on that every single bunq user deserves a good support experience. Period. And of course, users that misbehave badly towards Support staff or fellow bunqers should face the consequences. And finally, there is nothing wrong with acknowledging users that are kind and caring.

Having that said…
I think bunq rainbow 🌈 should explain a bit more what they mean exactly with “faster support”. Because they make it sound like users that don’t participate on Together for instance, are left behind and get a far less support experience. Days vs hours/ minutes? I cannot imaging that this is the case. Also because it can take very long for new users to even gain enough points.

I think maybe bunq tried to say: we are working in general on improving support times so everybody get a great support experience.. but if it’s too busy at times, we put the high level user first in line… or something like that.

So, I hope this is all a bit of miscommunication and bunq can put our minds on ease 😮‍💨

dosz-Grey-Goat

John Do There are multiple ways to level up, the easiest one is to have positive interactions with Support ✨ Levelling up can also be done by being active on Together.

Looking at the levels we currently have, it’s not an easy task at all to reach the higher levels (we have less than 5 legend users, one being the bunq account itself 😊

Reaching 1000 points is not an easy thing to achieve, yet we have many community members that have been contributing with ideas, helping other users, or providing valuable feedback for so long without getting any kind of acknowledgment or reward. We take this as a small gesture of giving back to our community.

We also updated the Supertickets 🎟 Together page: https://together.bunq.com/d/48499, please take a look as this issue has been addressed as well 🙌

Jakob-Y

René Agree with this view personally. I don't have the actual insights into how support works exactly and what kind of tickets are being created by people, but I don't think my problems are inherently more important than anyone else's just because I post a lot. I like the leveling system, though! I like points, I like collecting, I'm all about that... but I think there could be more exciting rewards that also don't come across as slightly unfair to others.

Kevin-Navy-Falcon

Hi guys, to be honest. I think that this idea is counter productive. I am using bunq for a couple of years already and I used the support once.
I rarely contribute to Together, as I do lack the time for that. Also maybe because I do not like the UI too much.

If I need support, I need it because I cannot use my bank account in the way you and I intend to. So for me it would be probably a timely matter to get the problem fixed.
If now somebody is cutting the line in front of me (even if the number of people able to do that is small) I would be quite offended, as I am paying for a working bank account and the service.
We should all be treated equally here, from my personal view.

dosz-Grey-Goat

Kevin Hi Kevin 😊 SOS Support will always be the number one priority, and in case of an emergency, you can always use this: https://together.bunq.com/d/44000 💡