How to get help through a higher support team ?

[NoSupportServic]

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

[Shay]

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. 

[NoSupportServic]

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]

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. 

[NoSupportServic]

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. 

[NoSupportServic]

Good day Shay. 

Let me sum up what has happened through the last months.

You have addressed the support team asking them to move the code they have added for payment to the new version of the theme.

A support representative addressed me telling me that he will do it and instead of transferring the code he uploaded the older dawn theme version where the code appears!

I've noticed it immediately because the site was outdated. 

Disappointed of Shopifys lies and bad service I asked the support team why were they lying telling me that the code was transferred and immediately they transferred the missing code to the new dawn version.

Ever since I'm suffering cause the new version has numerous problems - Google merchant shows that product image links are missing from almost all the products in my shop, when I upload an image to the website the cover image does not appear, Shopifys translation app is severely problematic and so on.

For over a month I've trying to solve these issues with poor to useless help from the support team cause so many individuals are taking care of the same support ticket and almost all of them hardly reads the former messages and offering the same unrelated solutions over and over again.

I've been requesting to transfer the code to the new updated dawn version ot asking for someone to show me where the code positioned and I'll transfer it myself and I keep on getting different answers like Shopify does not transfer code, we are waiting for someone from a certain department to address your concerns and etc while obviously nothing is done.

I've postponeded all my Google adds because all of the products are limited in Google merchant because of the missing image links and this obviously affects traffic and sales so this issue is urgent yet receiving support for what you pay for is something Shopify don't offer. 

[NoSupportServic]

Good day Shay. 

Let me sum up what has happened through the last months.

You have addressed the support team asking them to move the code they have added for payment to the new version of the theme.

A support representative addressed me telling me that he will do it and instead of transferring the code he uploaded the older dawn theme version where the code appears!

I've noticed it immediately because the site was outdated. 

Disappointed of Shopifys lies and bad service I asked the support team why were they lying telling me that the code was transferred and immediately they transferred the missing code to the new dawn version.

Ever since I'm suffering cause the new version has numerous problems - Google merchant shows that product image links are missing from almost all the products in my shop, when I upload an image to the website the cover image does not appear, Shopifys translation app is severely problematic and so on.

For over a month I've trying to solve these issues with poor to useless help from the support team cause so many individuals are taking care of the same support ticket and almost all of them hardly reads the former messages and offering the same unrelated solutions over and over again.

I've been requesting to transfer the code to the new updated dawn version ot asking for someone to show me where the code positioned and I'll transfer it myself and I keep on getting different answers like Shopify does not transfer code, we are waiting for someone from a certain department to address your concerns and etc while obviously nothing is done.

I've postponeded all my Google ads because all of the products are limited in Google merchant because of the missing image links and this obviously affects traffic and sales so this issue is urgent yet receiving support for what you pay for is something Shopify don't offer. 

[Victor]

Hi @NoSupportServic,

Thank you for providing the ticket number and for detailing the situation here. If you're still having issues with the code not being present in the new version of Dawn, I would encourage you to speak to our support team again and reference your past ticket numbers so that they can review the situation and help you with next steps. The support we can offer here over the Community is limited as we cannot authenticate you on your account here and access your Shopify admin, whereas members of our support team who you speak with via live chat are able to do this. I understand that the situation is a frustrating one and we appreciate sharing your feedback with us here, but if you reach back out we should be able to offer you further support on this issue.

[NoSupportServic]

Thank you kindly for your reply Victor.

After posting again here the ticket was finally escalated and the code was transferred. 

Thank again for your help and please inform Shopifys customer support team that certain issues need to be escalated to someone who can actually provide assistance without exhausting clients.

Best, 

Or Schiefer