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Steff

Joined May 17, 2021

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Last activity Feb 17, 2023

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ACTIVITY OVERVIEW

Latest activity by Steff

Steff commented,

CommentAccounts and billing

Thanks, Brett. Zendesk had been great to work with in the early years, we really felt valued as clients, but things seem to have taken a nosedive recently (and not just with this one incident).

 

And today we learned from our bank that the issue Zendesk is closing our account for was already solved. The payment did go through. So Zendesk has just caused us a lot of damage to our business and cost us what is now three days of service because someone spotted an anomaly a year after it happened and did not bother to check documentation properly, or to even check with us.

 

Whenever we request changes to our account, whether it be billing or otherwise, Zendesk is so agonizingly slow to respond (took us a month to get our billing changed, because the first time we reached out we were just ignored and the ticket was closed). But for cases like this we get a lightning fast knee-jerk reaction. It's not a good look for a company and brand who is supposed to be all about customer service.

View comment · Posted Feb 17, 2023 · Steff

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Steff commented,

CommentAccounts and billing

Our multibrand Zendesk account was just suddenly closed due to a billing issue from a YEAR AGO. We were unaware that there had been an issue all this time, we just woke up one day to find that our entire account had been closed down without a warning. 

 

We've been trying to reach out to get Zendesk to get the invoice reissued so we can just pay it, but the most we've gotten was a chat agent telling us their colleague is working on it, then they closed the chat and merged the ticket.

 

This was yesterday. Our entire support system for multiple brands has been down for over 24 hours, because it seems Zendesk does not take us seriously. 

 

We've been customers for over 5 years and this is the treatment we get?

View comment · Edited Feb 16, 2023 · Steff

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Steff commented,

CommentAccounts and billing

I've been trying to cancel one of our Zendesk accounts for over a month now, and all that's happened is a game of hot potato: Account Executive telling me to contact Support and Support referring me to Account Executive. Nothing has been done and it's time for renewal. I've also tried sending a separate Support request in and today I got the satisfaction survey for it even though it has not been responded to.

Are you doing this on purpose to cause maximum hassle for us? It's such a shame to be treated this way after we chose your service around four years ago. Back then, you seem to have cared a lot more about helping us out. 

By the way, this article is obsolete, there is no Cancel button anywhere.


7.7.22 UPDATE: After I posted this comment, Zendesk lost no time in contacting me and even phoned me, which I appreciate, so thank you Brett and Rosa. The whole thing was resolved in a few hours. What I do not appreciate is that I had to kick up a fuss publicly before this was handled. Please do better, Zendesk. Thanks again.

View comment · Edited Jul 07, 2022 · Steff

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