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Post by bikeman on Aug 5, 2017 12:54:10 GMT
I've just responded to SteveT in the other thread. I think the issue has been explained and it sounds like stuartassetzcapital agrees that the interface could be improved.
Thanks for the prompt and informative replies.
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Post by stuartassetzcapital on Aug 6, 2017 7:37:50 GMT
We have ensured we have a particularly well staffed customer service desk and would encourage a quick call - we will actually answer the phone and assist which is novel in this day and age ! Very admirable & no doubt very useful for urgent enquiries & those with access to a phone during office hours, however e-mail may suit other investors or might I even suggest loan Q&A may be a more suitable channel for certain queries & whilst ever AC offer these alternate services I simply don't understand why they can't be given equally attentive answers. If AC have decided they are no longer useful then simply remove them so investors are in no doubt where to seek answers.
Clear, honest & accurate communication is an essential attribute for a platform like AC to build the trust & confidence of investors whereas deleting questions & providing less than accurate explanations to perfectly reasonably enquiries just propagates suspicion & mistrust, see the "irrelevant questions" thread for examples of the frustration that investors feel when they are ignored or misled.
The Q&A is a recurring theme and whilst there are reasons stated for why so many questions are deleted and that may even be the right policy for that particular channel there appears to also be a need for a better email system as well, as the feedback makes that clear. There are complications for sure but I will be auditing this later this month to see if we can indeed improve email / electronic communications and response quality and speed. We may need an enhancement to our systems that may take a few months but I would like improvements during Q3 ideally and Q4 latest.
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shimself
Member of DD Central
Posts: 2,563 
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Post by shimself on Aug 6, 2017 15:01:08 GMT
When did that happen? Were we told? (and thank heavens for that)
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Post by Ton ⓉⓞⓃ on Aug 6, 2017 22:13:38 GMT
shimself I think it's only changed in the last couple of weeks or so, so fairly new.
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