Hello Shopify Community,
As a Shopify Plus partner, I am writing to express my frustration and disappointment with the Customer Success Management system. Despite being part of Shopify’s premium offering, I have encountered several issues that have left me questioning the quality of support provided to high-tier partners like myself.
Here are some of the main concerns:
- Lack of Communication: Success Managers frequently fail to follow up after initial calls. Emails go unanswered for months, creating a significant gap in support.
- Not an Isolated Incident: I have experienced this with multiple Success Managers, including Z*+B* (names) and others, which suggests a systemic issue within the program rather than individual lapses.
- Reactive Rather Than Proactive: It feels like the only way to receive assistance is by booking a call through their scheduling link, assuming I still have access to it. There’s no consistent follow-up or proactive communication.
As a Shopify Plus partner, I expect a much higher level of service. My time is valuable, and I rely on Shopify’s support to manage my business effectively. However, the repeated lack of follow-up and communication is not only frustrating but also undermines the trust I have in this system.
I am looking for clear instructions on how to formally file a complaint about these ongoing issues. Additionally, I’d like to know what steps Shopify is taking to address such gaps in customer support.
If other Shopify Plus partners have experienced similar problems, I encourage you to share your thoughts and experiences here. It’s important that Shopify recognizes this as a widespread concern and takes action to resolve it.
Thank you for taking the time to read this. I look forward to hearing from the community and Shopify representatives.
Kind regards,
Arman