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Marcello Silvestri
Joined Feb 01, 2022
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Last activity Jul 10, 2023
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Latest activity by Marcello Silvestri
Marcello Silvestri commented,
Hi Brett,
I appreciate your response but I've already made my choice, especially considering that the message I received didn't keep into account the last email I sent to our Account Executive.
The bare minimum I expected would have been a compensation for the several hours of work lost to get your issue sorted.
Zendesk is not a small business friendly tool and we have decided to move to Help Scout - great support, fantastic people, and much quicker response time. Your team didn't even bother supporting at all, I've got to say.
The damage you have caused to my company is indescribable and we will be probably facing major disruption due to having to switch in a hurry.
View comment · Edited Feb 15, 2022 · Marcello Silvestri
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Marcello Silvestri commented,
I am sending this message just to update the community out there, because I want as many people as possible to see what a disaster the experience with Zendesk is. This is the only reason; I lost all hope and trust towards the Zendesk team.
To continue the story: I was contacted by a new account executive, who was actually very kind and nice and apologised unreservedly for what happened. She then passed the case to the renewals team on the 7th of February, and told me I would be contacted by them "shortly".
Guess what?
No other contacts since then. The 14th of February (my renewal date) has passed, my account was never manually updated as I was promised by the Account Executive, nor I was ever contacted at all.
And as I expected, I just received my renewal invoice for the WRONG amount - to understand why the amount was incorrect, see a few posts above with the complete explanation.
Thankfully, Zendesk's misleading practice and absolutely non-existent customer support lost their battle, because I called American Express yesterday and asked them to block any charge from them. They didn't get any money ;)
I have then proceeded to send an email to my account executive with my renewal conditions (still waiting for an answer), which of course include due compensation.
I have video proof and detailed records of everything that has happened as a precautionary measure and will be considering legal action going forward.
View comment · Posted Feb 14, 2022 · Marcello Silvestri
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Marcello Silvestri commented,
Hi Brett,
Yes, I can confirm that our AE has reached out to us and will proceed to get this sorted manually, she should be in touch with me by tomorrow.
Thanks
View comment · Posted Feb 07, 2022 · Marcello Silvestri
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Marcello Silvestri commented,
Hi Brett,
Just posting here again because I want everyone to see what even a semi-expert user like me has to go through to get such a simple problem sorted.
FYI - I've already spoken with other ticket software's support teams, so I already made up my mind and will disable my Zendesk account when my subscription is over.
Anyway, to give you an update: you opened a ticket for me. Then this is what I got:
Funny, right? You opened the ticket yourself! Says a lot about the quality of your organisation, which I believe really is the problem here. You guys have just lost easy £700-£1000 per year if not more, but why do you care! I'm just a small fish in a big sea.
Needless to say, when I first raised this issue at the start of December, I haven't even seen the ghost of an Account Executive. Nothing. Nada. Not a call, not an email, only apologies. DECEMBER!
To everyone else out there: if you are reading this, stay away from ZenDesk and their entire suite! They will just grab your money and offer no support at all. The phone numbers they have on their website do not work. It's all about the live chat team, which unfortunately is very limited and clearly doesn't work.
I have had several chats with their team during the past two months and it has been an absolute mess. I don't even know how many tickets I have with them, how many have been merged... I just know one thing: they NEVER follow-up!
Please, if you do feel about the same about the quality of their support, help me upvoting this post so that it can get more attention.
View comment · Edited Feb 03, 2022 · Marcello Silvestri
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Marcello Silvestri commented,
Nothing else to share Brett - just desperately looking for an answer! Thank you.
View comment · Posted Feb 01, 2022 · Marcello Silvestri
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Marcello Silvestri commented,
I have been struggling for months trying to cancel only some specific products from renewing in my account and the Live Chat support hasn't been helpful at all. Before switching to a new tool when my subscription expires, I want to give the Customer Care service one last chance.
My current situation:
- ZenDesk support: 6 seats
- ZenDesk sell: 2 seats
What I want to achieve on renewal (now due on 14th Feb)
- ZenDesk support: 4 seats
- ZenDesk sell: cancelled
The problem is the following:
- If I remove ZenDesk Sell using the cancellation option, on renewal I am forced to keep my 6 ZenDesk Support seats.
- If I try modifying the number of seats for ZenDesk Support, I am forced to add at least one ZenDesk Sell seat.
It should be a very easy process, but the truth is, it isn't at all. And I work in the IT!
When speaking with your customer support over live chat, I was initially told I couldn't speak with anybody through the phone. After insisting, they changed their mind, claiming I would be called back from a Manager. As it stands now, I haven't received any call back.
I believe you already know what my e-mail address is, so if you want to get this sorted, I look forward to receiving an email from your Manager advising how can I just keep 4 ZenDesk Support seats and completely delete my ZenDesk Sell account on renewal without incurring in any further unnecessary costs.
Many thanks.
View comment · Posted Feb 01, 2022 · Marcello Silvestri
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