Why Can't I Ever Get Through to Support

[ArchieBronson]

Hey,

I'm just wondering if I'm the only person that can never get through to support via phone?

What are PEXA's official targets for wait times???

Thanks

Archie

[EricF]

Hi, you are not!  I've waited for more than 30 minutes for someone to answer.  The wait time is too long.

[HeatherC · Accepted solution]

Hi @ArchieBronson,

Thank you for taking the time to reach out on Community.

We’ve been experiencing unprecedented demand from our members, which has led to extended support centre wait times. We understand that this is frustrating for you and we apologise for any inconvenience caused.

We’re working hard to ensure we are more easily accessible in this busy period as the requirement of our services continues to rise.

Our PEXA Direct Specialists and Training team have spent time on the phones in the support centre to assist our members. In addition, we’ve recently recruited and trained additional support centre staff. It’s important to note that this process can take some time as our team needs to be thoroughly prepared to handle queries from across the network.

Our e-Conveyancing Community is a helpful contact channel, hosting a number of support resources and answers to commonly asked questions.

Again, thank you for getting in touch and we apologise for the extended wait times.

[DMc]

Is it normal to be in the queue on hold for phone support seeking assistance for a while, then cut-off, simply due to time roll-over!??

Some people still have work to get done, but hope you have a lovely stress-free weekend!

[AnnaHardie]

Hi @DMc, 

To clarify, did you experience a long wait with PEXA and get cut-off? Wait times have consistently been under 2 minutes that last few weeks (some days, under a minute).There is no cut-off due a time roll-over. 

Thanks,

[Ryan_de_Rosayro]

Hi @DMc,

We're sorry to hear about your poor experience on Friday. The scenario you've described is definitely not the expected behaviour when a call enters the queue during our normal business hours (8.30am to 8.00pm AEST) so please accept our apologies. We'll investigate to determine what happened and take corrective action if necessary.

In the meantime, I've asked one of our Support team members to reach out to you this morning to assist as/if required. 

Thanks, 

Ryan de Rosayro

Member Support Manager

[DMc]

Merely since you asked 5 mins 32 secs before the local clock showed 5pm and was disconnected. Figured either a timer was in place or Staff/Family Christmas function was calling.

The main concern was that there was no warning or notice the phones would be switched off at that time roll-over. 

Was able to resolve the issue, so no need tasking to have someone call me, thanks for the offer.