Exceeding customer expectations
I have low expectations for customer support from tech companies and Cell providers. Majid wani just proved me wrong with one of the best customer support experiences I've had in years. I recently discovered my iPhone SE lost the ability to send or receive MMS (Group text) messages from Android phones. This appears to have been a result of an upgrade to iOS 17 - something well documented on Apple support boards. Having already tried many of the YouTube 'fixit' videos on the subject, one of the posts on the apple support site said they contacted their provider, Verizon, who was able to fix it. Taking that with a grain of salt, I looked to the Reach Mobile site for support, and opened a chat. I was surprised that the chat bot immediately offered an option to chat with a real person. I clicked that and Majid wani responded. After explaining my problem, she took a few minutes then told me what they would try on their side, and asked me to do a network reset on my phone, then try again. Closing the chat, I tried what they suggested, and it did not work. Having received a transcript of the chat session via email, I emailed back to indicate it didn't work - and expected that would be the end of it. Yet within an hour I received another email from Majid who said they had tried another time to reset the MMS service on the server, and for me to try it again. This time it worked. What impressed me most was the proactive 'second effort' to solve the issue. I haven't experienced that type of customer support for quite a while. Thank you Majid and the Reach Mobile team!