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Review for Amcare™ Group by Deke

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Deke, June 2021

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2.00 out of 5
Reliability
Communication
Product Range
Friendliness

I have used amcare now for 5 years, they have always been helpful, friendly and professional; up till now!! I have now been trying to speak to someone there for a week, my calls are not picked up, I've been on hold again this morning for another 25 minutes, my emails are ignored and my Facebook messages, although picked up, have not been followed through. I don't believe it's due to covid as this has

I have used amcare now for 5 years, they have always been helpful, friendly and professional; up till now!! I have now been trying to speak to someone there for a week, my calls are not picked up, I've been on hold again this morning for another 25 minutes, my emails are ignored and my Facebook messages, although picked up, have not been followed through. I don't believe it's due to covid as this has not happened before in the past 15 months of lockdown. What on earth has gone wrong!!!!

Reply from Amcare by Convatec
19th July 2021

Hi Deke, thanks for leaving us your feedback. We're so sorry for all the problems you've been having getting in touch with us. The issues you have experienced have been caused by the implementation of a software upgrade, and are not COVID related. Following the software update, there have been some technical issues that have resulted in some disruption in the distribution of products and the normal high level of service. We are experiencing a significant increase in the number of calls and emails regarding the disrupted service and our support team is doing its very best to respond to all customers as soon as possible. Our team is working tirelessly around the clock to address any outstanding orders and resolve any remaining software issues and we are pleased to say that we are making good progress with this. We have increased the number of people in the warehouse, strengthened our customer support with additional staff and extended operating hours in a bid to restore our service levels. We are committed to meeting orders as soon as practicable and would like to reassure our customers that this is our highest priority. I understand that you have now spoken to us and your order has been placed. If you have any further problems, please follow-up with us to your Facebook messages and we will be sure to look into this as a matter of urgency. Alternatively you can call us on 0800 88 50 50 or email us at enquiry@amcaregroup.co.uk.

Regards

Sally, Customer Experience Team - Amcare by Convatec

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