Polar Loop: Customer Support

As a category, Customer Support has been a challenge for some companies and in the Loop’s case, it’s definitely a mixed bag. Let’s take a look:

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Polar did well in answering our email inquiries. In fact, each of our queries was answered correctly in less than ten minutes, which may set a new standard. After this sterling performance our telephone inquiries may have also set a new standard.

To get credit for each telephone inquiry, the call must be answered within five rings, and the answer must be correct (the questions themselves are very simple). Polar’s voice mail menu is extensive and appears to be the corporate system for their US operations. Some latitude was granted to navigate this menu until the destination, customer technical support, was reached.

By then the time that five rings would take had elapsed, but we pressed on in order to establish a baseline – of any kind. Five minutes were allotted for each of the three calls although no credit was available for this exceptional exercise. In each case, the five minutes expired without ever speaking to a human. On one call I was assured that I was first in the queue and the wait would be less than five minutes. On another I was fourth with more than five minutes to wait. The third call saw me move from fourth to third in line, but at the five minute mark I ended the call.

Definitely not the worst customer service experience we’ve encountered but disappointing nonetheless.

Let’s wrap up in the Conclusion.

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