It’d be pretty shoddy if you stepped into Harrods and were told you needed to take a hike up the street to the nearest phone box if you wanted to ask customer service something, right? We just wanted to give you a quick heads up about something we’ve added to our sites – live customer service. It stops you having to go away and get your phone or wait for the delay of sending an email if you just want to ask a quick question like “is this in stock?”, “when would it arrive?” or “I just wanted to tell you…”. Here’s how it works:

The Live Customer Panel whilst docked at the right corner of the window (click to enlarge)

The Live Customer Service Panel is a black bar that appears at the bottom right of the screen. It’ll tell you on it whether someone is online. Typically we’re open from 9am to 6pm but sometimes we’re in the office much later working on new releases in which case there may still be someone on. Also, if all the operators are taken or we are out of hours it’ll say. You’ll be invited to drop an email for when we’re next available.

If you do want to chat, simply open the chat window by clicking on the title or up arrow to maximise it, then type your message:

Live customer service chat

We get your message in real time, although it may take a second or two for an operator to pick up the chat, just like it takes a moment or two to realise the phone is ringing and respond. Once we’re there with you, you’ll get replies back in real time too. There’s no need to log on, no registration, no fuss and no waiting. So if you’ve a simple question you just want to ask, this will be the easiest way for you to get an answer. Let us know what you think – it’s good to talk!