Uninstall & Reinstall solution: Quality of help team

Hi,

I don’t want to be a hater… but has anyone else encountered that in recent months; most chat help relating to any remotely technical issue is to “uninstall/reinstall the app”? One example:

Problem: “add to apple wallet” not working in app.

Solution:

  • Can you please try uninstalling and reinstalling?
  • “I’ll refer you to a specialist” (which takes a long time)

The obvious plan B is to add to apple wallet manually, but through 5 attempts; I was always referred to a specialist with no response.

Any thoughts? :pleading_face:

It’s the first thing most IT support will suggest.

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The uninstall / reinstall method fixes the majority of IT related issues so is always step #1.

Without going into specifics, if that doesn’t work for your situation then a specialist is needed and I’m sure they’ll be able to resolve the issue :slight_smile:

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That’s the new Monzo automated message isn’t it :stuck_out_tongue:

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I do agree, but why are people being paid to say this? Can’t you just use a bot/the machine learning help dictionary? Else, default to a specialist.

Possibly :man_shrugging: but I don’t think it would work for every situation.

Me: I’d like to complain about chat response times
Monzo: Please uninstall and reinstall the app.

:rofl: :sweat_smile:

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This solution is a bandaid on a larger underpaying issue. No one in IT would normal give this advice as any real solution as it doesn’t fix the actual problem. Just makes it work until next time.

I’ve noticed a lot of reinstall answers to everyone’s problems but I hope monzo are on the case so fix the actual problems people are having and not relying on this ‘fix’

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Same issue numerous times now :man_facepalming:t2:

May I ask what the specific issue is?

Yes, turning it off and on again, not uninstall and reinstall.

I think it’s become a little ridiculous how often the go-to is to uninstall and reinstall the app, I don’t need to do this with any other app I have. Not to mention that reinstalling means having to accept a bunch of permissions related stuff, plus annoying things like “Try out bill split!” on every transaction - I already have.

They need to sort out QA issues with their app. People shouldn’t need to be uninstalling and reinstalling their bank app so often.

4 Likes

Hmm…I work in IT and sometimes that is the solution. It may seem as a “quick fix” or “lazy” and I get that there’s a totally comedic angle. Sometimes the code’s fine, the hardware fine but it just needs to reset the “handshakes” between the two areas. So, nothing to “fix” in reality

Doing it multiple times does suggest that there’s a bug, tho.

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