Disappointing Disappointing Sales Experience and Poor Responsiveness
Not too impressed with this company. I contacted them because I believed they offered 24/7 support and wanted more information about using their service for customers calling out of hours.
Despite explaining that I’m based in the UK, I was sent a scheduling link with appointment times that were mostly in the middle of the night UK time. I replied asking what their earliest or latest available times were so I could arrange something at a more reasonable hour. Instead of answering my question, they simply responded saying that I could still use the link despite the time difference. I was willing to be flexible, but there appeared to be very little flexibility on their side. The appointments offered were only between midday and 4pm Sydney time, despite me specifically asking for the earliest or latest availability so that arranging a call from the UK wouldn’t be unnecessarily difficult.
The availability appeared extremely limited, even for someone in Australia. I followed up again asking directly about their opening hours, but this time received no response at all.
If this is the level of responsiveness during the sales process, when they are trying to win new business, it doesn’t inspire confidence in their after-sales support. Overall, I feel I wasted my time trying to engage with them.
Reply from OfficeHQ
Thank you for taking the time to share this. Your feedback is fair, and we're sorry for the frustration.
We should have connected you with our UK team from the outset, rather than sending scheduling links tied to Australian business hours. That was a miss on our part.
I've personally passed your enquiry to our UK team today and they'll be in touch shortly to arrange a call at a time that works for you - no need to coordinate across time zones yourself. If you're open to giving us another chance, we'd love to make it up to you with a goodwill credit.
We pride ourselves on how we support new clients through onboarding, which makes this one sting a little. We hope we get the chance to show you a very different side of OfficeHQ.
– Chief of Growth & Partnerships, OfficeHQ