Why is it impossible to get actual support?

[ThisIsReallySad]

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. 

[ThisIsReallySad]

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]

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

[ThisIsReallySad]

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]

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...

[ThisIsReallySad]

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]

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 · 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.

[ThisIsReallySad]

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

[Yarnaholicstore]

Why has this become the norm from Shopify! For days and weeks I have been trying to resolve an issue. When you first started as a company great customer service and now it has declined to pretty much nothing. It is shameful that we are layk

g customers and can’t get the help we need.

[Imogen]

Hi there, @Yarnaholicstore. Thank you for taking the time to follow up on this thread!

Have you actioned the steps outlined by my colleague Ollie in regards to reaching out to our Support Team regarding any issues you're experiencing? You can use the link they provided to our Help Center to get in touch with our Authenticated Support Team but prompting our AI Assistant to connect you with one of our advisors. This is the avenue you will want to go if you're looking for support that requires a member of our Team to be able to access your store in real-time, or access any private store or account details.