Solved

Why is it impossible to get actual support?

ThisIsReallySad
Excursionist
38 0 7

This is ridiculous. I have wasted well over an hour trying to figure out how to get actual support. I'm finding it pretty ridiculous that a company goes thru that much trouble to avoid actually speaking to the same people that make them money. Every avenue I try, email... twitter... they all just lead back to the useless Help Center that doesn't actually answer your questions. Ask the bot for support, it just keeps repeating the same thing regardless of how I rephrase it. This is beyond ridiculous. I've never seen anything like this in my life and I connect with alot of companies daily. So again, how to get actual support from a human? At this point, I'm honestly not sure if I even want to still use the platform... beyond annoyed. 

Accepted Solution (1)
Ollie
Shopify Staff
2423 454 408

This is an accepted solution.

Hey @ThisIsReallySad.

 

Thanks for reaching out and bringing this to our attention. 

 

If you are experiencing issues with contacting our live support using the Help Center. You can navigate to this URL and complete the form to speak directly with a Support Advisor regarding the situation. 

 

With that being said, once you successfully complete the form - you should see the options to get support.

 

Let us know if you have any questions.

Ollie | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

View solution in original post

Replies 8 (8)
ThisIsReallySad
Excursionist
38 0 7

How to actually speak to someone or write a ticket? Going on almost 2 hours and the annoying bot just keeps saying the same thing.... doing everything EXCEPT giving actual help. 

Daveedy
New Member
11 0 0

I understand what you might been through and I totally sympathize with you. Let me know what's giving you a hard time and we can provide the solution together to achieve your aim on this platform

damilare
ThisIsReallySad
Excursionist
38 0 7

Thank you for your response and interest in providing some help. I explained the exact issue I'm facing in my previous reply. Basically, I just recently registered here to start selling my albums. It's asking me to upload CSV of my past invoices/customers/etc.. but I'm just starting out, so don't have that. But it gives no option to put that you're new or to bypass it. It only keeps asking to upload the files to go on to the next step.

 

Thanks again for your response. 

Laza_Binaery
Shopify Partner
69 19 30

Hi @ThisIsReallySad 

 

Have you tried to type "chat with a support advisor"? Select the store and hope that you do not wait long.

https://community.shopify.com/c/shopify-discussions/contact-support/m-p/2254734/highlight/true#M3901...

 

Kind regards
Laza
www.binaery.com
ThisIsReallySad
Excursionist
38 0 7

I didn't try those specific words, but I sent almost every variation of "help" "support" "agent" "I need a support agent" "that doesn't solve my problem, I still need help" and many more, and no matter what I type it just continued to say the same thing. I spent over 2 hours playing with that bot, trying to get to an agent. Then I went on Twitter trying to get help there, and I see a comment from January where someone is complaining that "they can't get passed the ai bot, how to get support?" ... so this isn't an isolated incident. There is something wrong with the bot.

 

The problem I was having that I wanted to speak to support about, is that I'm a new here.. just signed up to sell. And it's asking me to upload CSV files of past customers/invoices .. but I'm just starting out, so don't have any of that. And it doesn't give any options to bypass it or put don't have. So haven't gotten passed the first part.

 

Thanks for your response. 

ThisIsReallySad
Excursionist
38 0 7

I don't want to have to waste 15 minutes playing with a bot when I actually need help. How are you charging people but then have no way for someone to speak directly to a support rep? JUST REFUND MY MONEY.... OR IM JUST GOING TO FILE A DISPUTE WITH MY BANK... AS THERE IS NO ONE TO EVEN ASK FOR A REFUND, LET ALONE HELP.... BUT HAD NO PROBLEM TAKING MY MONEY. I CAN UNDERSTAND NOT PROVIDING SUPPORT TO NON PAYING CUSTOMERS.... BUT WHEN YOU'VE PAID YOUR MONEY, THERE IS NO REASON YOU SHOULDN'T BE ABLE TO TALK DIRECTLY TO A REAL PERSON. SORRY IF IM NOT INTO CHATTING WITH ROBOTS...

Ollie
Shopify Staff
2423 454 408

This is an accepted solution.

Hey @ThisIsReallySad.

 

Thanks for reaching out and bringing this to our attention. 

 

If you are experiencing issues with contacting our live support using the Help Center. You can navigate to this URL and complete the form to speak directly with a Support Advisor regarding the situation. 

 

With that being said, once you successfully complete the form - you should see the options to get support.

 

Let us know if you have any questions.

Ollie | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

ThisIsReallySad
Excursionist
38 0 7

Thank you for your reply, and addressing my issue. I will close my tickets.