Thank you for the survey which provide a good way for me to share my experience. To be clear, I called the hotline quite a number of time and have been served by different staff. The above rating is given as an overall reviews. Most of the time staff are friendly and helpful, especially I would like to send my compliments to *** , who was very friendly and helpful. There was a time he answered my call at 4:55pm, and he professionally answered all my questions and our call ended after 5pm, which is after the business hour of the line. His attention to details was also impressive as he remembered the previous problem our account encountered (or he found from the system record, but real quick). On the other hand, there were occasions that I found some staff were rather unhelpful / unfriendly. For example, one of the staff requested me to spell the word out, PHONETICALLY, which meant "Apple" indicating an A is not good enough, I must use "alpha". Although phonetic spelling maybe easy especially to the professional hotline staff, but it may not be as easy for every customer. On another call, I tried to ask the hotline staff to assess the reasonable limit for multiple buyers, she said she can't help and directed me to the portal. She mentioned the reason behind was she had some sorts of requirements to fulfil, like how many calls she has to answer or how long she can stay for a call, I can't remember correctly. I believe the hotline staff serves a purpose that the portal cannot 100% replaces.
I still have some other experiences which to me, the staff is working to facilitate their work, rather than to be helpful to the customer. I am happy to be contacted for further exchange, but prefer we can agree a time via email first, so we don't miss each other.
