Do the support team know the Shopify Values?

[SamBouchard418]

I am having a very painful support experience between Shopify and Shopify Payments. It's been dragging for 2 weeks, with no resolution, no follow ups, nobody to talk to. The result is a lot of wasted time repeating myself on a chat and a store that can't accept payments for 4 days.

Are these the company values?

https://polaris.shopify.com/foundations/experience-values

If so, the way your support operates is totally misaligned with your stated values.

Considerate
- We are talking to chatbots
- We need to repeat our issues several times
- We don't get replies to our email
- We have no empathy for the fact that this store is an important source of income in the delays and lack of proactivity in solving issues.

Empowering
- Being stuck in a support loophole is the most disempowering experience you can have.

Crafted
"Work to understand the complex problems users face" - forget the complex problems. Your support team can't handle the very basic stuff.

Efficient
- As a user I feel that you optimize for your own efficiency, not your customer's. You do everything by chat and email, putting the burden on your user to explain and understand their problems while you reduce resources internally and degrade experience.

Trustworthy
- Trust needs to be earned through continuous interactions. Not following up on commitments is the best thing to degrade trust.