Today, I was assigned a Remote Online Notarization (RON) appointment, and unfortunately, the couple was experiencing significant technical difficulties with their devices. I participated in a three-way conference call with them twice and the tech support representatives, and during each call, I overheard the wife express her strong dissatisfaction, stating, “I really dislike this process and wish we could have had a notary come directly to our home instead.” Honestly, I had anticipated that, given the clear indication of the couple’s preference and the technical hurdles they were facing, the tech support team would have proactively and efficiently transitioned the order to an in-person signing. However, after what felt like an eternity – specifically, one full hour – and numerous troubleshooting attempts, the tech support representative finally managed to convert the RON assignment to a mobile signing. It was quite disheartening to witness this extended struggle, especially since it seemed like a simple adjustment could have been made much earlier. This situation highlights, in my opinion, a concerning lack of empathy and attentiveness to the customer’s needs and preferences. Consequently, it’s not surprising that such instances contribute to heightened levels of customer frustration and, ultimately, lead to more complaints within the industry.
It only came to be since Covid, it’s a not a good business and with the advancements in AI, RON should be outlawed entirely.
Agree…agree….agree. I’ll stop before I go on a rant. It’s called CUSTOMER service not COMPANY service.
Not true…it started in VA well before Covid. I’m so sure its use increased during that time period but RON was in the works well before that. In fact
“Remote notarization was legally recognized in Virginia on July 1, 2012, allowing notaries to conduct notarial acts via audio-visual technology. This process enhances convenience and accessibility for individuals needing notarization without in-person contact, while maintaining strict verification standards to prevent fraud. Virginia’s legal framework for remote notarization sets the stage for greater efficiency in the notarization process, paving the way for its continued evolution in the digital age.”
@cfletcher 
Definitively!
The other disheartening element is: Oftentimes when the “Transaction” isn’t successfully completed via the Remote Online Notarization [RON] process, the time “invested” in the Transaction isn’t compensated . . . well, that is, unless agreed-to ahead of time that technical difficulties precluding completion will still result in a Full Fee.
While true, my meaning wasn’t “technically” it was “no one had heard of it until”. Hope that makes sense.
To me it’s a symptom of so few full timers doing the customer service jobs of a contract and that has lead to no empathy at all. I agree.