Wade from Risk Analyst Never Responded Back!

[sutaibu]

I forgot to update my new credit card info, and they shut down my site, I couldn’t even log in to update my CC info. Reached out, Wade from Risk Department responded within the next day to tell me there’s a bank issue from charging the old card. I responded letting them know the situation, they responded back within 2 hours and gave me a billing link to pay. 

After I paid, I emailed back, haven’t heard back for 2 full days! I followed up with emails 5 times, no one respond, not even a single update. This just feels like a total scam, at least tell your users what’s up so they have an idea what’s next. 

I started Live Chats with multiple reps, and they are all useless in helping me resolve a case that’s just sitting at the Wade desk. No offer to elevate the case, nothing. Just told me to wait. How long do I wait? They said they don’t know, just wait. Wait until the zombie apocalypse? I don’t know, just wait. 

It’s the holiday season, I am losing sales, traffic and much more than I can list here. I can’t get ANYTHING out from my own site, and all traffic is directed to nothing. I hope Shopify understand how serious this is to any size business, not only the big guys matter here, small business is the foundation to any big business, you can’t even serve your small businesses well. Total disappointment here. 

This is getting beyond frustrating and making me feel my small business is being held hostage, so unacceptable! 

If any of the Shopify Support team member has any mercy left, I really need my site back up running today. It’s not right to take the charge and just ghost on your clients like this. 

[Trevor]

@sutaibu 

Thank you for bringing this to the Community. I can appreciate that this is a frustrating situation, especially since you hope to have the issue resolved in a timely manner. Our Risk team has a general timeframe of 24-72 hours when it comes to email replies. Wade was likely in office at the time of your replies which is why they were able to respond within 2 hours; however, should they not be in office, then response times may vary. Nevertheless, our teams will follow up with you as soon as they have reviewed your response. 

Our general support is unable to provide insight into the delays as they are only able to see the open ticket our Risk team has. The ticket can not be escalated further as the ticket is already in the hands of the team that can help assist you with the issue at hand. However; our general support is able to update the existing ticket to make note that you've reached out to gain further insight into the status. While this doesn't expedite the process, we will log the interaction so our Risk team is aware. 

I'm hopeful that Wade will be able to follow up with you today if they haven't already. 

[Quintdigital]

Hi @Trevor ,

Seems like it's the same Wade I am dealing with from Shopify Risk management team, it's been day 13 and my store is down. He initially responded to me with the reason of store being down, I responded to that since then no response. 

@Shopify Customer service is beyond joke, seems like no one cares specially your specialist team. I just need to know if nothing can be done and I have to accept the solution which was presented to me back on 25th March I am happy to do so. I just need a confirmation. 

Like @sutaibu I have tried to contact support many times now and I only receive one answer which is team is looking into it and I just need to wait, its been 13 days waiting and I have no where to go.

I am desperate to get some help, Could someone please guide me in the right direction?

Please!

[Quintdigital]

I feel you @sutaibu I am going through exact same scenario, No one responds and you get no clarity on where you as a business sit. I does feel like extortion and my store being held ransom. It's beyond frustrating. I hope your problem was resolved though. If you can guide me on any steps I can take to expedite this process that would help us a lot. 

[sutaibu]

Hi there! Sounds like the issue haven’t gotten better since. I don’t remember exactly what I did that made them finally respond to me. I probably went to complain on multiple platforms (ex. Twitter, Facebook, Instagram), even wrote an email to the CEO and wrote a complain/report on BBB. It may sound ridiculous, but keep complaining may get you a response. I hope they fix this broken gap in their customer service soon. Their 72 hours sound more like 72 days to me. 

[Quintdigital]

@sutaibu 

That's what I am trying, everyday I am emailing requesting for a response, contacted who I thought was Shopify Director of support (Now X) Surprisingly he responded and told me that he has emailed someone, that was couple of days ago. What's BBB by the way? 

I have tried Facebook, Linkedin now it's time to go to Twitter. The most frustrating part is being kept in dark about what's going on. 

[Quintdigital]

I have few Questions for @Shopify

• Is expecting an update or response on the issue your said 24-72 Hour period a crime?
• Why is there no clear process to escalate if we have to make a complaint about an employee or a broken process?
• How can you hold a store ransom & not respond to explain steps to rectify this issue?
• If your decision is final? if yes, please communicate so I can take my store elsewhere.
• WHY ARE YOU WAISTING MY TIME & MONEY?

We are small business and like us there are hundreds of thousands of  people on Shopify, why are you not supporting us when we actually need help?

[sutaibu]

BBB is better business bureau bbb.org. Check it out.