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Lorenz “Lori” Vauck

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  1. Rating Rating Rating

    55 votes
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    10 comments  ·  General  ·  Admin →
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    Lorenz “Lori” Vauck commented  · 

    I fully agree, there is not a single word to add to this.

  2. A policy should be implemented that if a customer gives a positive rating and gives a bonus they are prohibited from requesting a refund

    5 votes
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    1 comment  ·  General  ·  Admin →
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    Lorenz “Lori” Vauck supported this idea  · 

  3. Experts should be able to appeal poor ratings directly to JA when they have made a resonable effort, but the customer cannot be pleased.

    78 votes
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    9 comments  ·  General  ·  Admin →
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    Lorenz “Lori” Vauck commented  · 

    The only thing you can really do is to stay away from such questions or opt out once you notice that it will not go in your favor. I agree we cannot spend free time on this - and I don´t do that either. The way JA works right now, exactly this will happen again and again otherwise, if JA does not finally change something about that (like auto-accept after a while if no refund for example). Until this didn´t happen, just adapt to how JA wants you to play this game, which means leaving customers standing in the rain sometimes. As much as it sucks, it´s the only way to battle this frustrating rating system.

    Lorenz “Lori” Vauck supported this idea  · 

  4. Block refunds if the customer has not replied or tried to make an effort in working with an expert ,

    85 votes
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    7 comments  ·  General  ·  Admin →
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    Lorenz “Lori” Vauck supported this idea  · 

  5. We finally need a custom bonus option *after* a remote assistance was done

    3 votes
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    Lorenz “Lori” Vauck shared this idea  · 

  6. Make secure remote sessions free.

    2 votes
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    Lorenz “Lori” Vauck commented  · 

    P.S.: Nothing stops you right now from telling the customer that you will troubleshoot this remotely without an extra payment if you really want to do that. Just give them a remote session link and go for it, or sell them the remote assistance for $5 instead, if you want to make sure you get your 5-star rating.

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    Lorenz “Lori” Vauck commented  · 

    Don´t get me wrong, but remote sessions for free? I almost only do remote sessions and they take up to 2 hours or more sometimes, simply because the problem involves a lot more time than what anyone thought it would take (you know, more problems appear, viruses, malware, or the lack of it), no way that I can do this for free or for a question value of $15. You know that IT experts are paid in excess of $90 / hour usually? Even with the $39 ($19.50 for us) this almost equals a free lunch, compared to what they´d pay if they get someone to come over.

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