Insane you can’t contact a real person

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charris9833
charris9833 Posts: 1 Member
in Getting Started

there is no way to contact real support staff and the virtual agent is the least helpful thing in the world.

Replies

  • cmriverside
    cmriverside Posts: 34,786 Member

    They will reply to you if you file a Support ticket on the Help page.

    There is a bit of back and forth involved, but I've always gotten an answer or a fix.

    HELP_ Support_ Contact Us

  • AnnPT77
    AnnPT77 Posts: 36,964 Member

    Plus here in the Community they literally posted the IDs of staff that you can DM through the message function in the app.

    I've had interactions with them, clearly actual people. (Watching some other users interact with them in posts here in the Community in the areas the staff monitors, I wish everyone would actually treat them like they're real humans, rather than being unproductively angry and even abusive. That kind of thing isn't basic decency, let alone behavior likely to elicit good outcomes. I'm not accusing you of that.)

    I agree with Riverside that sometimes pursuing a support ticket can be tedious, because they'll ask you to try all kinds of things that might help, and expect you to do those things and report back if you want the problem solved. I get that that's effortful as a user, but I've also been the manager of a help desk so I understand why it's necessary.

    If the first contact now is an AI/bot, I think that's also fine, and likely to improve response long term. I also get that people don't like it, and find it frustrating.

    I'm not clear what your purpose in posting here is, since you're just talking with other users who have no more power to change the software or support functions than you have yourself.

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