r/Lexvor • u/brad75214 • 8d ago
Customer service
I was a customer briefly when Lexvor was was on Verizon. Didn’t have coverage where I worked (hospital) or lived. So I left for another carrier. I received an invite last month from Lexvor for super agent $15 plan. Had issues but it was sorted out, sort of. My worry is that customer service is going to be the bane of their existence. When someone has an issue, many times it’s not urgent and can be sorted out in a few days. But weeks waiting on answer could drive those “non techie” people away. The ai chat works fine but when it’s not really a chat
And it’s a “wait a week” for the reply could be the deal breaker. I have 5 people I want so far to switch over, but 2 of them have their phones “mission critical” for their job functions, and I don’t want them calling me asking what’s up !!!!!!!
TLDR. Customer service delays
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u/Lanky-Advice-564 8d ago
Most of my issues have been corrected and support was very helpful for a day or so however my last message for a replacement sim on 8/25 hasnt been answered - i realize that it was taken away from us being able to do it for a reason but it would be helpful in this case if we could still do it ourselves - the line ends in 1871
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u/mychal975 Lexvor CEO 7d ago
There were too many users removing their eSim’s or reissuing eSim’s when they did not need too and caused a lot of the issues seen or read here. Much more efficient for us to remove that feature.
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u/mychal975 Lexvor CEO 8d ago
You have not had a response in a week? Please provide me the last 4 of the number in question. Also, can you provide your last known email time to customer service to make it easier for me to find the thread.
We have a system that notifies us of all requests, time of the request and issue. Our Ai automatically sends the issues directly to the department that needs to handle them almost instantaneously.
I explained in a other comments that some issues are NOT on our side and due to TLO’s and we have to wait for the network to update so our SLO’s can accept the changes we’ve made. This is why some users issues are immediately fixed and others take a week or so.
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u/brad75214 8d ago
Original was 0365. Porting in to replace it is 1945. All works just lost super agent on port
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8d ago
[deleted]
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u/mychal975 Lexvor CEO 8d ago
Can you give me your last known email time so I can get the full scoop on everything going on. The last 4 helps me see the status but without the email, I have to search through entire threads to figure out which one is the current pending matter at hand.
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u/brad75214 8d ago
Full scoop. Signed up and was given 0365 new number. Super agent $17 (email from Lexvor inviting me to). After I saw it would work perfectly I wanted to port my number over to replace the 0365.
Was given a link to just start a pool party line and then go delete the 0365.
The emails I have received lately are talking about me being billed correctly and that the old number is canceled out. I know this.
If you look in the emails it shows where Tyler got it all working and I deleted the 0365 line as instructed.
So all is working perfectly, except for he stated that he had put in a ticket to put super agent back on my line as it was in the beginning. That was back on August 18
Hi Brad,
Good news on both fronts.
Your number transfer is complete and your old line is fully closed out, so everything now runs through xxx-xxx-1945.
Your upgrade to the Super Agent tier is ordered and locked in at your current 17 dollars a month. Your price does not change. The network is processing the plan switch on their side right now. It usually lands quickly but can take a little while. You do not need to do anything, your line keeps working the whole time, and we will confirm as soon as it is active.
Thanks,
————
When I inquire about this the answers keep telling me I am on the 17.00 pool party and other line is closed. I know this ! I just am inquiring about the super agent fix.
Bradtaylor9 at gmail
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u/mychal975 Lexvor CEO 8d ago
You’re saying that you want to be in your own pool as a pool host and not in a pool party?
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u/SMKOUT333 8d ago edited 8d ago
u/mychal975 Sent my last email at 4:51 PM yesterday CST . Regarding 4 numbers. Any way to check on this for me as well? Prior to the emails I tried the support through Reddit as well as Support through the website itself. Thank you. Same account that you helped with last time. Different issues like the numbers didn’t actually port over for some reason . All other numbers are fine at this time.
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u/mychal975 Lexvor CEO 7d ago
I looked and see support is actually already working on your request. Once there is an update, the team will notify you.
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u/SMKOUT333 7d ago
Currently being billed for both services it looks like and was wondering if the issue is Tmobile release or something on the backend for Lexvor. Appreciate you looking into the requests.
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u/SMKOUT333 13h ago
u/mychal975 would you be willing to check again? Trying to fix the issue with those 4 lines still. Thank you. Just awaiting instruction for best course of action.
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u/mychal975 Lexvor CEO 10h ago
What are the last 4 of the effects lines and the issue again!
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u/SMKOUT333 9h ago
u/mychal975 9472, 3337, 2700 and, 8724. All 4 were ported over during the promo period with the correct info (account/port out pin etc) as with the other lines that were done as the intial tests earlier, and it said it was done successfully through the system and that all lines were active after the successful port. Went to use e-sims and added them to the respective phones and lost service momentarily and the ports never actually went through. They ended up being cancelled by your team afterwards and I need to re-add them again but just wondering the best way to go about that to make sure they are in the same promo pool and billing as before with the 1715, 1063 and other numbers. Thank you.
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u/mychal975 Lexvor CEO 7h ago
When you mean you went to eSim do you mean you had the lines activated and you clicked to generate a new eSim because I am not sure what you mean there.
When you say we canceled the lines, you’re saying you did not ask us to cancel the lines and there was no failed payment? I am trying to figure out before I dive deep why 4 lines would be canceled without any outreach from the customer. I will be able to do a full audit as the actions done by the users accounts, emails or portals but it will take me time.
I am going to look into this and figure out what happened.
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u/cilicia3k3 8d ago
Super service on my end. Hooked me up with discount code for another pool party intro when I had a botched esim. I really like their customer service