Have all the Shopify people been taken by aliens?

[mcco]

Don't get me wrong, I understand the attraction of embarking on the ultimate adventure into the vast unknown of the beautiful everything .... but have you all gone at once?

For two weeks I have been trying to contact Shopify sales / onbaording teams for support with evaluating Shopify Plus for our clients.

• The "Let's Talk" option on the Plus website simlpy sends me what looks like automated spam emails advertising Shopify
• The online chat thing, unattended, simply sends me "we'll get back to you" emails ... that aren't followed up
• Attempts at emailing Shopify directly have either resulted in silence or "we'll get in touch one day maybe" style replies

I get that the world is a funny shape right now ... but we have clients ... they have money ... do you not want some?

Baffled. Two weeks.

Is anybody out there?

[Trevor]

@mcco 

I'm sorry to hear you've been having trouble connecting with our Shopify Plus sales team. Would you mind sending me a private message with the email you used to connect with our teams? I can look into this for you. 

[mcco]

Hmmm ... I certainly wouldn't mind .... but I don't know how <cue slow head shake>.

Maybe I'm not allowed because I haven't got enough Shopify community fu - or maybe the button is tiny small? White on white?

I suspect user error.

[Trevor]

@mcco 

Ah, sorry, I hadn't realized your account was new. I have lifted the Private Message restriction and sent you a message. 

[mcco]

Firstly, thank you Trevor for your help.

I did eventually get a response from one of the Shopify people (David) - but only to tell me it was no longer his job and he couldn't help. He did offer to get someone else to contact us but nothing happened.

We are now counting how long it takes to get any kind of useful sales / onboarding response from Shopify in months.

My question has to be is this normal for dealing with Shopify? If the onboarding process is this useless, when they have something to gain, how bad is support?

[Trevor]

@mcco 

Thank you for bringing that to my attention. I'm looking into this for you and will follow up once I know more. 

[Trevor · Accepted solution]

@mcco 

I've been informed that someone has been assigned to your request who has reached out to you to continue the discussion. I'm hopeful they'll be able to help resolve any questions you have. 

[mcco]

Hi Trevor - hope you're well.

Yes! I have finally had contact from someone in Ireland able to offer advice in the right direction.

Oisin is their name. Our beacon of hope. As rare as the mythical unicorn of old.

Thanks again for your time and help Trevor. Really appreciated.