Shopify Customer Support always says the same thing

[AR_16]

We've been with Shopify for 7 years now and their customer support used to be the absolute best. Any bug, any issue we had on our site was swiftly fixed.  Now, anytime I connect to the support it follows the exact same script:

1. I tested the issue and it all seems to be working on my end. (even though extensive video and screenshot proof is shown of multiple users experiencing it)

2. It's the browser your using

3. We will contact technical support to looking into and follow up with e-mail (spoiler alert, they never do)

It's become so predictable that I even preface the conversation with proof that it's happening across all browsers, on a number of different devices, and to all users. This doesn't seem to change anything though, and after spending an hour chatting and now matter how irrelevant the browser is to the issue, they always land on this being the problem. 

After 7 years of using shopify we know the ins and outs of it extremely well. We don't have major issues we can't solve ourselves often, but when we do shopify is no longer able to provide any real support and this has us questioning any real benefit of staying with them.

[made4Uo]

Hi @AR_16 

I am so sorry to hear about that. Shopify store owners are growing and I think Shopify support might be overwhelmed also. I do have a good experience with Shopify support, and they follow up after chatting with you. They answer my chat within 3-15 minutes. They do filter the queries, and have a technical person to follow up with it. I would suggest posting in the Shopify community with your issues while waiting for Shopify support. There could be people experiencing the same thing as you and can probably answer. 

[AR_16]

I connect to the chat quickly as well and have been told the tech team is looking into issues however, after an hour of them going back and forth with me and following the exact script above, they always land on it being browser. This has happened about 5 times now that I’m convinced they just follow a script or actually have no idea anymore how to solve real issues. Example of issues I’ve recently had include their shopify markets glitching for customers and freezing, and my current issue is that cart totals are jumping all over the place for customers jumping between 3 different totals each second. We’re currently in the middle of a Black Friday sale and customers can’t see the correct total of their purchase. These types of issues used to be located and solved so quickly by shopify support 

[AR_16]

I’ll also add that contacting support is my last option always. As I said, we know the ins and outs of shopify extremely well. Rarely is there an issue we can’t solve on our own by googling, looking at community support chats, YouTube, google etc. my point is that when there is a real issue that is beyond our capabilities, shopify no longer has a support team capable of solving. As a fast growing brand, we stayed with shopify because of their excellent support however the last two years of customer support experiences when we do have issues have shown that they no longer can provide that. I also post this because I have encountered this same script SO many times now that this needs to be publicized as I’m sure other users are experiencing the same thing 

[Nia]

Hi, @AR_16 !

We're sorry to hear of your experience with our Support system, especially being with our platform for so long! We do appreciate the feedback provided here.

While we can't take a look into the internal over Shopify Community, I can certainly take a look into where we can guide you.

What issue have you been trying to resolve?

[AR_16]

when a customer reaches the checkout page, their cart totals are glitching, jumping between a bunch of different numbers that are incorrect. We are in the middle of a Black Friday sale and our customers can’t see their correct totals. I spent over 3 hours chatting with different support members yesterday with every single one of them following the exact script above despite extensive proof it happens on every single browser 

[Nia]

Hi, @AR_16 ,

Thank you for providing context here! I understand this is not ideal especially during a busy time. Have you been able to possibly send a video of this glitch on your end so our team can see it? Since this issue is not being replicated on their end!

[AR_16]

yes, extensive video and screenshot proof has been sent as mentioned above. The last agent even showed a screenshot of it happening on his end and said, "but in general, it's working" When I say the support is terrible, like I mean terrible 

[AR_16]

The last agent even showed a screenshot of it happening on his end and said, "but in general, it's working" 

[AR_16]

It's also been three days and I've received zero follow up

[AR_16]

It looks like I’m unfortunately not the only one who feels this way https://community.shopify.com/c/shopify-discussions/shopify-support-has-gone-from-ok-to-absolutely-h...

https://community.shopify.com/c/shopify-discussions/poor-customer-service-from-shopify-my-feedback/t...

shopify has outsourced all their support to people who don’t understand the platform . It is a farce of “help and concern” and for those of us who experienced how good it used to be, this decline is major. 

[HatsUnlimited]

I'm new to Shopify, transferring my store from BigCommerce over to it, and most of the time that I talk to support it amazes me that I seem to have a better understanding of how the platform works than they do. 

Most of my issues have to be escalated and rarely is there a satisfactory answer.

I like the flexibility of Shopify much more than BigCommerce but BigCommerce support gets a big win over Shopify here. 

[AR_16]

I agree that the new support they are hiring out don't seem to have any understanding of the platform. It's too bad. Shopify support used to be amazing! I never ended up getting any help for my issue, I consulted someone else and it was a quick fix for them.

[AR_16]

Hi Nia!

Just updating that it's been four days now, I have not heard back or been followed up with from  shopify support and the issue still persists. Here are photos of all the different glitched totals that appear for the same amount of products. I'm really not expecting much from you guys but I will continue to publicize my experience to show how terrible it is. 

[AR_16]

Just a follow up, it's been one week and my ticket is still open and the issue has not been resolved, nor have I received a response from the supposed technical team that was supposed to be "looking into it"