I want to let everyone know how disappointed and upset I am about Shopify’s lack of phone based support. I recently went through carpal tunnel surgery, so it is extremely hard to type due to the pain. Besides the pain, it is really hard to type with the splint, as it constantly hits ctrl, alt, windows key, etc. I requested multiple times to be transferred to phone support, and the customer support advisor said they were not allowed to. This is absolutely unacceptable, and I’m surprised that Shopify has not been sued for this, but I’m guessing it wont be long.
Topic summary
Main issue: A customer recovering from carpal tunnel surgery reports severe difficulty typing and requests phone-based support from Shopify.
- Accessibility impact: Typing causes pain and the wrist splint triggers unintended key presses (Ctrl, Alt, Windows), making text-based support impractical.
- Support response: Multiple requests to be transferred to phone support were denied; the advisor stated they are not allowed to provide phone assistance.
- Customer stance: Calls the lack of phone support unacceptable and suggests Shopify could face legal action over accessibility concerns.
- Outcomes/decisions: No resolution or accommodation was provided in the thread.
- Status: Ongoing concern; key question remains whether Shopify will offer accessible phone support options.