Shopify Support - Why can't I talk to someone??

[shopnavanya]

Every time I try to talk with support it says there is no name or email associated with my account and it won't let me reach out to support. There IS and email AND a name so I am going round in circles. I used to praise Shopify for their customer service and now they suck like everyone else!

[kkstin]

Their support used to be great!   The best in fact.  Now,  trash, utter trash!   It would sting less if I wasn't paying the same as I was when they had good support,  nope just carved it away and expect us to be ok with paying the same rate.   All their adds still advertise that they offer live support.   Sucks - I thought they were one of the good ones 

[Victoria]

Hi, @kkstin.

Welcome to the Shopify Community, and thanks for joining the thread!

I appreciate you sharing your feedback regarding your experience with contacting our Support team. If you're open to it, please feel free to share what specific issues you're experiencing on your end or if there are any difficulties navigating the Shopify Help Center. I'd like to understand better to make sure you're connected with the appropriate team.

To clarify, we offer live 24/7 support via our chat option that can be accessed through the Shopify Help Center. Logging in through the Help Center will ensure that your account is safely and securely authenticated so that the Support Advisor you're communicating with can assist you with account-specific queries.

I look forward to hearing your thoughts and learning more.

[kkstin]

Hello,

I am reaching out as a desperate attempt to get help. I am struggling a
great deal with using my shopify website with basically bare bones entry
level support since Shopify has gutted its support - removing the phone
support and now the advisors mostly just send you links to FAQs that you can
search yourself.

After my most recent interaction with your Order Printer I posted this: "
Very poor level of support now. The body of the packing slip template that
comes with it just disappeared and I am told that I have to hire an expert
to fix this.

Why do I need to pay to fix this? you clearly have an issue with your
coding - something has changed since this weekend. I had a friend with a
shopify website download this app and the template that came with it is the
exact same as mine.

Now that shopify has GUTTED its support this is the type of thin that we
have to deal with on the daily.

The chat people only send link and apologize for not fixing your issues,

but always offer the option to hire an expert. I am old enough to recall
when shopify support people were experts who would walk you through fixing
issues until they were actually resolved. Not just send you link that you
can get yourself in 2 minutes.

THANKS SHOPIFY! 😞 "

I have a long list of things that just don't work right with my site but I
have to tolerate it because there is just no fix for it, your agents don't
know enough about things like stocky and how to fix the barcode scanner
issue that you have had for over a year.

I am very much considering moving to another company. I am VERY
disappointed in the removal of the phone support but I still have to pay
what I did when you had it. Being left with the super basic, low level
abilities of your agents now leaves me feeling extra frustrated and that I
am paying a company generously to stand in my way not grow my business.

Given the growth in shopify - I expect better. It is customers exactly like
be is the reason for shopify's growth. This is a huge slap in the face.

I am truly at a loss on where to go from here. I don't want all the
headaches of ditching shopify but I feel that I have no other option. It is
now a company that clearly does not give a crap about helping resolve my
issues in a timely and effective manner.

Just btw, when you ask if you have a complaints department - your agents
either legitimately do not know or they have been directly to not share that
you do not. How the heck does that happen.

Anyway, I have dozens of other issues with my experience with Shopify in
the last year but I think these illustrate my point well enough.

Hopefully, this gets passed along to someone who cares enough to reach out.
But low expectations on this front.

My best,

Kathy Stinson Great White North Pottery Supplies

[twistedfoot]

This is a lie. You do not "offer live 24/7 support via our chat option." When I asked the chatbot to connect me to a live human being (because the automated solutions did not work), it went right back to automated responses.

This is enough to make me leave your platform. How about you just post the support email address? Or is your goal to waste as much of our time as possible?

[Victoria]

Hi, @shopnavanya.

Welcome to the Shopify Community, and thanks for sharing your question.

I understand you have not had an ideal experience contacting our Support team. I'm sorry to hear that, and I will do my best to ensure you're able to receive support.

You mentioned that when contacting Support there is no name or email associated with your account however, you do have an account with an email attached to it. Could you clarify if this issue occurs when you're logging in through the Shopify Help Center to create a support request? If you're able to share the steps you've taken prior to contacting Support, our team will have a better understanding and be able to take a more detailed look. Please share a screenshot of the error message as well.

When creating a support request through the Shopify Help Center, you'll need to log in and communicate with the Help Center Assistant. Type your question into the chat box and select the I still need help option. You should then see another pop up to Connect with a Support Advisor. If you're unable to log in, please try using this link here.

Looking forward to your reply!

[shopnavanya]

My store was disabled because of the required documents not being submitted, but I submitted all of the documents that I could and left a comment for the ones I could not include just like it asked. The documents that I did not submit were proof of inventory because we didn't have it yet and shipping information because we haven't shipped our first order. We are now ready to ship the first order but can't access the store. Why would our store be disabled for not having these specific documents? Not everyone holds inventory and the comments I left are valid. It is very frustrating that my operations are being interrupted because of something so ridiculous.

I tried over and over again to get connected with someone and followed the directions for name & email and it still wouldn't work. Just tried again and it acted like it was going to work but then it didn't. It opened the chat box and it just says "we were unable to contact you with shopify support". 

[Createabed]

It is not an option to speak to a human.   Shopify has no interest in supporting their product - WHATSOEVER.

The chat is a waste of time when you have work to do.  They expect you to sit and constantly watch the chat screen and DO NOTHING ELSE.  IT TAKES THEM FOREVER TO RESPOND EVEN AFTER CONTACT AND IF YOU DO NOT RESPOND IMMEDIATLEY - THEY DISCONNECT AND YOU START THE SAME CRAP ALL OVER.  I SPENT COUNTLESS HOURS DOING THIS DANCE.

BOTTOM LINE - SHOPIFY ONLY WANTS YOUR MONEY AND DOES NOT GIVE A CRAP IF YOU HAVE ISSUES WITH THIER SYSTEM! 

HORRIBLE, HORRIBLE SUPPORT 😖👹