How to get help through a higher support team ?

NoSupportServic
Visitor
3 0 0

Shopify's advisors are not able to provide assistance and refuse transfer the issues presented to a higher support team.

Replies 4 (4)

Shay
Shopify Staff
2645 430 554

Hi @NoSupportServic 

 

Thank you for reaching out about this. I am sorry to hear that the support you have received has not been able to resolve your issue. Shopify support structure is different then most companies, our standard support troubleshoots most general issues and then they have the ability to escalate a concern to a specific team when required, like technical issues or issues with payouts. We don't have different tiers of support, just specific teams that our standard support can escalate to. More like a triage, then anything else. 

 

If you can share some details about what is happening and the problem you need to get resolved, I can let you know if this is something that would require an escalation to a specific team or not. I may even be able to help you resolve the issue you are having. 

Shay | Social Care @ Shopify 
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NoSupportServic
Visitor
3 0 0

Hi and thank you for answering. There is no really support in Shopify. It takes to much time and no issue is being addressed properly. 

 

My plan in Shopify offers 1 hour free  engineering time in order to embed code changes to the website. I used part of these free 60 minutes in order to insert a button that leads to the contact us page instead of the "add to cart" or "buy now" buttons to certain collection that offer products you cannot simply order online. 
After updating to a new version of dawn (the theme I'm using) these buttons were gone.
Shopify support team did not provide any assistance, offered no solution, even though this added code was paid for. 
 
When a customer askes for means to address the legal department the questions simply left unanswered. 
 
It's important that potential Shopify clients know that Shopify does not offer product support nor follow any legal terms. 
 
Shay
Shopify Staff
2645 430 554

Thank you for that additional information. You are correct that Shopify offers 60 minutes of design time for eligible merchant accounts, and this does sound like something that our support shoul dbe able to assist you with. 

 

I am sorry to hear that if you contacted our support that you were not provided this opportunity. If you can please share your ticket number with me here, I'd be happy to flag this ticket for a review and ensure you get the follow up you need so that this can be resolved. 

 

In regards to your question about contacting Shopify's legal team, this can be done at any time by emailing legal@shopify.com. Please note that our legal support team would not be able to assist you with design time issues. 

Shay | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

NoSupportServic
Visitor
3 0 0

Thank you kindly Shay.  

The current ticket number is 45355136.

 

The legal department should not address code change but it should address issues such as that paid added service is lost during theme upgrade or that 3rd party apps change the terms of service and present payment demand for what was offered for free after it has been embedded to and used in the website.