In responding to the “Ibotta Care team is currently working on a very high influx of tickets that have come in.”
I have been experiencing the worst error since I started using ibotta more intensively. Usually there’s error here’s and there but usually can be resolved quickly after contact customer service. The past two weeks, they put out more bonus, but the app just didn’t catch up the increased complication. After individual rebates resolved by agent, they were not counted toward bonus and the agent seems not trained to understand the bonus need to be take into consideration if you agree that a rebate is missed by the system. I have been back forth with the agent for a week but still not resolved. It is really hard to lose patience on them as I am spending hours putting together the offers image and order images on one screen for them to understand but it seems my effort is all wasted. From what they responded I feel they are not even reading my response just quickly trying to dismiss the issues. I think the app need to be improved to have more detail records so that the customer don’t need to put together information that agent is asking for manually.
Even a simple reply through the earring screen. I would assume that since I am reporting from a particular receipt of one missing offer. So I only need to note which item/offer from this same receipt is missing. The agent will come back to ask me to provide receipt image and product purchased. How can this happen? As I can see the receipt image then I can choose to report an issue from there, why the agent doesn’t know the request was submitted from a particular receipt??? There’s also no way to attach image at the time report so that a simple issue report would require several email back forth already. I can see that the more promotion bonus is added. The more issue would pop up and the way the reporting process is just make things more complicated and harder to read and understand the entire picture.
I admit that I did lost temper on the agents this time, I can see their job is not easy as well as I can see how the app is not helping us see the transactions clearly. That’s why I am trying to help in anyway that can put together all the transaction in one place so they can rely. It is hard, and time consuming on my side already so when their response is throwing out all the effort trying to help them see the big picture really make me lose it!!! I am spending my holiday hours here constructing all the evidences for them but they are just not taking it…and not a thanks as they think this is my responsibility!
As a business analyst, I know all these issue can all be improved via the improvements of the app, if the developers know exactly what customer service‘a process when deal with an issue.
