As Ronnie mentioned in his blog post, I am pleased to announce we are setting up a new message system to raise our level of customer support, ensuring you get the level of service you expect, and deserve.

The new system will allow us to better manage your questions and you’ll be able to check how we are progressing with your query. To enable this, every query opened will get a ticket number to help you check on it, and our customer service staff can provide updates for your ticket – so no need to keep sending emails anymore to chase us up. We will use the new system to replace the current email contact form and missing items forms, consolidating them in one place.

We need a short period of time to change over to the new system, and will be turning off the old contact form and missing items forms today (Wed 27th Jan). The new system will go live on Monday 1st February, and there will be an update to let you know when this happens. If you have any new missing items or queries you need to report, please wait until the 1st February to report this on the new system.

Some important points!

  • If you have already submitted a missing items form – we have it! Please do not submit another one using the new system. We are constantly working through the missing items forms and will continue to do so.
  • If you have emails waiting to be answered – we will do so! We will continue to work through the queue and make sure we get back to you all.

The new system will also have a support FAQ area which we will update continuously, building up a great resource. Your query might be answered without having to open a ticket in the first place 🙂

So great new for us and, more importantly, you, our customers. This is all part of our ongoing work to continuously improve the service we provide, and I want to thank you all for being patient with the team and myself as we make these big changes.

Many thanks,

Zak – Customer Experience Manager

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