Mexico

[Rose]

I'm having trouble understanding their communication. Whatever I ask, they talk about a ticket....ticket being fill...what does that mean? Does anybody understand their communication?

[Singoutloud]

Could ticket mean order. Your order is being filled. (or maybe even prescription if you use one of those)

[Rose in reply to Singoutloud]

Thank you Singoutloud, that is what I thought at first but could not interpret this strange message from them:

Our Support Rep has indicated that your ticket has been Resolved.

If you believe that the ticket has not been resolved, please reply to this email to automatically reopen the ticket.

If there is no response from you, we will assume that the ticket has been resolved and the ticket will be automatically closed after 48 hours.

I had several of these 'ticket' emails from them and asked them what is meant by ticket resolved but had no explanation. Makes you wonder what kind of translation service they use!

I've given up now and just hope I'll get my order.

[helvella Administrator]

Many customer relations tools use the term "ticket". You contact to ask a question - that is a ticket. You complain - that is a ticket. A ticket is raised for every separate issue (sometimes several tickets can be combined).

They see a ticket on their system and deal with it. Once dealt with (or no response from customer, or whatever), it gets closed.

They will have a list of open tickets to deal with. Their working day will largely be working through those tickets.

[Rose in reply to helvella]

Still have no idea what they are talking about. My last email to them was to ask if they have picked up my payment (MoneyGram) but have received no answer from them.

Thanks for explaining the 'ticket' situation!!

[Angel_of_the_North in reply to Rose]

The ticket was your email to ask for support "has my payment been received?" You might have to login online to see the progress of your ticket or email again to say that the ticket should not be closed as it has not been resolved (ie no answer).

"If you believe that the ticket has not been resolved, please reply to this email to automatically reopen the ticket." So do it!

Sometimes they think that being able to trace the order and payment (but not telling you) is sufficient to close the ticket.

[SeasideSusie Remembering in reply to Rose]

Rose Just a thought, and I haven't used the Mexican supplier or Moneygram, only Western Union.

Western Union sends you an email to confirm that the money has been picked up, which obviously means you don't have to ask the supplier if they've picked it up. Does Moneygram do this?

[Rose in reply to SeasideSusie]

I used MoneyGram in my Tesco so probably will not get an email from them.

I shall just wait and see.....and hop!!

[SeasideSusie Remembering in reply to Rose]

Oh OK, I did mine online. Hopefully you'll get it sorted soon

[Angel_of_the_North]

If you are contacting them about a problem, "ticket" would mean "support request". And they should give you a ticket number.

[Rose]

Thank you all for your help in me understanding the Mexican situation better.

Good news, I've now had an email confirming the money was picked up and my order is on its way.....and the ticket is closed!!!....will never look at tickets in the same way!!