Customer Service Support representatives should be able to the time zone of the school to which they are responding.
It can be really frustrating as a customer, not to be able to call and talk to a real person when we have an issue or question. But I find it even more so when we put in a service request for help via telephone, only to receive a voicemail/email message " Sorry I missed you a moment ago" hours after our school has closed. For example, I put in a request at 12:46 on 11.2.20 only to receive a call at 5:52 pm. Especially when we indicated we would prefer a call to an email and have to start the whole process over the next morning to get to a real person. I have been told on several occasions, the CSRs have no idea what time zone they are calling. I find that practice counter-intuitive to serving us as customers. This instance I am going on 24 hours with no answer to my question. Unfortunately, this is not an anomaly.
Kerri Hoffman
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