It seemed like a good idea at the time: create a Support card listing our various contact numbers so our customers can get help when they need it. We have sent these bright orange cards out to all our customers twice over the last two months. While most follow the cards without a problem, enough are calling the wrong number at the wrong time to prompt us to issue this advice sheet today at our website to try and ensure they get to the right person.
The events of the last two weeks suggest this advice is necessary: too many customers were calling the emergency numbers and ignoring the after hours numbers.
Our goal is to connect customers in need with the right person as quickly as possible. Hence the extraordinary step of publishing this sheet.
Needless to say we are publishing a new support card soon with clarity on after hours versus emergency numbers.