Shopify misleading merchants about support

[CobaltHouse1]

One of the reasons I signed up for Shopify is the level of support it advertised. So, imagine my surprise when the support is an AI Chatbot, and not a very good one either. 

The bot won't give me a phone number, email or any way to contact Shopify support. Does it not exist? Was the advertising of support a scam? 

I have a store,  yet the chat bot keeps asking me to sign up for a trial???!! 

[CobaltHouse1]

 

[PaulNewton · Accepted solution]

Make sure you are logged in (top right on help.shopify.com)

And ask the bot for a "support advisor" and good luck they've really taken a nose dive.

[CobaltHouse1]

Thank you, that worked. Of course, the option is there, whether I actually get any help remains to be seen!

I'm exhausted from spending days building this website, and completely disillusioned by the lack of support, and the absolute disregard they seem to have for their merchants. From simple shipping functionality requests that have been requested for years...to lack of contact with human beings. It seems Shopify is not what I thought I was getting and I am already regretting switching over. In the course of looking up info on Shopify I was not excited to see news on class action lawsuits and reports of shops shut down with no explanation and little to no recourse for shop owners. 

It doesn't seem like the rest are any better though. 😞

[jake_mitchell]

I totally agree. 

I feel like we've been conned. We're on Plus, paying through the nose for a service we are promised but that has now been outsourced to the dumbest chatbot on earth. 

Where once I could chat to an expert quickly have to answer a load of riddles from this malfunctioning AI idiot that constantly gives me the same link over and over or sends me to unrelated help articles. 

The last few months have been release after release of aggressively anti-merchant design for Support. 

A huge plus for me with Shopify was the support available from knowledgable, real people. Chat bots are not good enough right now to replace the real experts that we were able to contact before.

They're stripping away real, useful customer service bit by bit. Every week it gets harder to contact support. It doesn't matter what plan you're on, you're going to need to deal with the kafkaesque nightmare of trying to get the chatbot to understand basic instructions. It'll send you the same link over and over and over again. Most of them don't even work, or are things you've already read.  

If we can't get it on Plus then I hate to think what merchants on non-Plus plans are getting. 

I hope more and more people complain and they start losing merchants. Customer service used to be a point of difference for Shopify. They've taken a strength and turned it into their biggest weakness in a few months.