An agent giving in his notice to Rightmove has expressed surprise that he received an automated reply from the portal explaining that it is working on emails that are a week old.
The agent says he made it clear in the subject line of his own email that he was giving Rightmove notice to quit.
In return, he had an automated email thanking him for contacting Rightmove customer support which said: “This is a quick note to let you know that we’ve received your message and we’ll get back to you as soon as we can.”
At the moment, said the response, it was working on email enquiries from a date seven days beforehand.
The email’s PS invited the agent to listen to a 45-minute video on tips for optimising listings.
The agent – a long-time customer of Rightmove, for almost 18 years – said: “Given the profits that Rightmove are reporting and the charges they are making to their customers, I find it unbelievable that they are only employing enough people to deal with emails from a week ago.
“If we ran our business at this level of service, we would all be out of business very quickly.”
A spokesperson for Rightmove said: “Our customer support team review all emails that come in each day and make sure any urgent agent queries are prioritised.
“If an agent does have an urgent query they can call our customer support team who will be able to help immediately.”
Comments (8)
If Rightmove fail to support me then I’m cancelling my Direct Debit and they can sue me. I suggest all other agents do the same.
This is a turning point for Rightmove; agents could well realise they can survive without them. If they fail to support their customers (agents) now, in what are extraordinary circumstances, then they will never be forgiven.
“If Rightmove fail to support me then I’m cancelling my Direct Debit and they can sue me.”
Define “support”, Jay2Oh61. Some would say they have not “supported” Agents for years…
Just give them notice in accordance with your contract. Been gone from Rightmove for over 2 years and won’t return under any circumstances. If ever there was a time to grab your costs by the scruff of the neck it’s now. Countrywide and PB plainly won’t be around much longer and by saving yourself the RM tax you will have given yourself the chance to benefit in the months to come.
‘the RM Tax’, love it, we all need to use that more!
There is an irony here, as well, given that Rightmove have been very critical of agents who don’t respond promptly to leads that they send out to agents!
Welcome… if you look to your left, you’ll see our spa facilities offering massages and a meditation lounge…to your right is our fully stocked bar (you’ll no doubt need a stiff drink following your ordeal). And don’t worry..the first one’s on us.
Whiskey or Gin?
If you look outside, you’ll find you have a choice of two pools (the water’s lovely) in which you can relax, and we have a wide selection of activities available aimed at helping you come to terms with you gains.
We also run courses on how to use all of that lovely additional time you’ll now be saving now that you won’t be wasting your time on phantom applicants.
The best news is…you can now afford this all, and more!
Congrats on taking back control, you’ll enjoy the thousands saved I can assure you. Especially now the market will quieten for several weeks.
I had very similar situation. I explained why I was leaving and they took 29 days to respond.
2 months without rightmove and I’m not bothered.