Shortened hours??

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  • Updated 1 week ago
Why are your hours shortened?  We're at a time when more people - more kids - are online.  And the real clincher is the recorded message saying, "...by having shorter hours we'll help more people."  That makes no sense.   

You took away panic. You took away turning off internet times. And your customer service line (which was sketchy anyway since you were off most weekends, and you had a staff meeting once a week that apparently used every employee) was already scared.   Your. Product and Support. Is. Getting. Worse. Can we go back to Covenant eyes 2014?
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Alan Hale

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Posted 1 week ago

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Robert B, Official Rep

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Alan,

Thank you for asking and thank you for being with Covenant Eyes for so long. I'll share some details about the change of hours and then address your other concerns. It may sound defensive, but that's not my intention. You asked some specific questions and I'll be as detailed and transparent as I can.

As you can imagine, when the stay-at-home orders started dropping into place, we started getting more calls, chats, and views of our support articles. It wasn't as dramatic as the next day, but it was pretty quick. And that part totally makes sense. What didn't make sense was that the increase hit us specifically during the middle of the day, approx 11 am - 3 pm EDT. There was no significant increase during the beginning and end of our regular service hours. Two needs rose to the surface: 1) serve well the customers calling in at those peak hours and 2) protect our team from getting burned out by those peak hours. While it may not look like it on the surface, both needs were met by adjusting our hours.

When it comes to the product I can see where you're coming from. Our initial offering with Screen AccountabilityTM was bare bones. The emphasis was on getting better technology out the door and adding additional items later. I too wish some of those additional items were already here, so I get your frustration. If you need those features you mentioned AND your account was created before March 5, 2019, you can switch back to our legacy service, Internet Accountability, at any time.

I can't agree with you about the weekends or about things getting worse. Our weekend hours are the same as they've been for years. On Saturdays we are open from 10 am - 6 pm (EDT) and we are closed on Sundays. In terms of service in 2014, people calling in could experience three hour wait times! Today, we answer 90% of calls in less than a minute. Since the beginning of the year, people using online chat are answered, on average, in 21 seconds. Email is slower, of course, but is generally answered in 24 hours or less.

Again, I know that this reply may sound defensive, but I hope that the details I've shared give some insight into the shortened hours. If you have additional comments or concerns, please feel free to post again, call (989.720.8000), chat, or email (support@covenanteyes.com).

Robert