How can I reach a real customer service agent?

[Richenda]

Customer service is a loop with no answers. How do I connect with a real, actual customer service agent. And please don't say this isn't the right board. None of them are 'right.' That's why I need a customer service person. Also, this has nothing to do with optimization. It forced me to pick something.

[Maz]

Welcome to the Shopify Community @Richenda!

I'm sorry to hear that you're having issues accessing support. If you'd like to share your issue here, I would be more than happy to help. However, please note that I do not have access to your account from here due to privacy and security measures – so as long as it is a general query and not specifically account related, I can help you.

You mentioned that the support portal is stuck in a loop, are you able to provide a screenshot or a video of the issue? You can record the issue with this free tool here.

Usually if it is stuck in a loop then it is down to a browser issue, so I'd recommend clearing your cache as mentioned here. You can also read here on why it is important to clear this from time to time, to avoid such issues from occurring.

1. Visit our support portal here and log in.

2. Once logged in, please select a topic, for example; Account > Plans & Billing.

3. On the new page, please scroll down to 'Get Support' and you'll see the different options to access support there.

Let me know how it goes!

[Richenda]

Attached are five screenshots. You will see that the 'help' goes nowhere.
My question is in general about billing. I do not have a shop. I created
this account ONLY to find a customer service person. So far, and an hour
and a half yesterday, I am nowhere.

[Maz]

Hey, @Richenda!

It looks like your screenshots have not attached to your reply!

As mentioned above, if the support portal is stuck in a loop, then it is likely a caching or browser issue. You can try clearing your cache and cookies as mentioned here, and also ensuring the browser is up-to-date and supported, check it out here.

Failing that, please try this live chat link here.

Let me know how it goes!

[theponyexpress]

I started this website last may they had quick and amazong customer service. Phone calls someone to walk me through everything. Easy to get ahold of someone. Now its all automated. I pay over $3,000 for my advanced shopify account because again a REAL person was able to tell me the benefits of upgrading as well as the perks etc. Now if anything goes wrong i have to wait for 5-10 min each automated reply that solves absolutely NOTHING that is wrong. Its so frustrating im going to look into other options because this is insane. I shouldnt pay $3,000 a year and have zero ability to get help from a real person. Or if it is a real person they are also helping 50 other people. You pay a premium so you get premium service and this is FAILING! 

[Maz]

Hey, @theponyexpress!

Thanks for joining this thread.

I appreciate your feedback on this, and I'm sorry if you have had a frustrating experience.

We have recently introduced a new help center to enhance the support experience for merchants like you. While the transition may have initially caused some frustration, the new help center aims to provide a more streamlined and efficient support process. Feedback from merchants like you is valuable in shaping the future of our support offerings.

Our number one priority has always been to ensure the best possible experience for our merchants. We continuously review and improve our service offerings to meet the unique needs of every merchant. In an effort to provide efficient and effective support, we have found that live chat tends to be the most effective channel for delivering assistance. It allows us to quickly provide access to resources and other support teams as needed.

It seems that your experience with live chat did not meet your expectations, and I'm sorry to hear that. I would like to better understand the specific issues you encountered. Were you able to get connected with a live agent via the virtual assistant?

It would be helpful to know more about the context and details of what happened so that I can assist you to the best of my abilities from here. While I cannot provide direct account-specific support, I can offer guidance and suggestions based on the information you provide. Please share any additional details or concerns you have, and I will do my best to assist you further.