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Tips for getting action from Customer Service during the pandemic deluge
Do NOT Bump Anyone Else's Thread!!
1. Create a new thread in the Customer Service Forum
2. Put your problem in the Subject line so it's easy to quickly see what kind of help you need.
3. Refrain from bumping your thread.
CS staff work through the forum posts from oldest to newest. If you bump your thread, you put yourself at the back of the line.
4. REFRAIN FROM BUMPING SOMEONE ELSE'S THREAD.
It's extremely rude to push someone else to the back of the line.
Right now they are working on posts from Nov 23. They'll get to you when it's your turn.
Responses to Customer Service emails are backed up for several months.
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They actually work through each set of delivery methods in order, first come first served. (That's why you shouldn't bump your thread -- or post in someone else's thread -- in the CS forum; it moves the issue to the back of the queue.) It's just that emails are super backed up (last we heard, they were dealing with emails from July and August), and no one is in the office to answer phones due to pandemic restrictions.
It's a bad situation all around, but right now the quickest way to get your issue dealt with is in the CS forums: it's a shorter backlog.
My last (unanswered) CS post was November 13th on the forums, so -assuming that they do not miss or skip forum posts- they can not yet be on November the 23rd.
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Are you talking about the PDF formatting of the GM screen? That's a Website Feedback issue (in the sense that someone on the web team has to check the formatting and possibly upload a new file) so it was forwarded to someone in that department to check out. CS only deals with order cancellations, shipping problems, checkout problems, missing PDFs, and that sort of thing. So it's up the Webstore team to fix those problems; there's nothing else CS can do so they've moved on to issues they can fix.
(I'm not saying you were "wrong" to post the issue in the CS forums, to be clear: Customer Service can always at least forward the problem to the right people to get fixed. It's just not something that they can fix themselves.)
Another time when CS forum posts "jump the queue" is just before the monthly shipping window, when a CS rep generally does a quick sweep of the subforum for orders that need to be cancelled or amended before they ship out. In those cases, someone cancelling a subscription will probably get dealt with before earlier posters who aren't cancelling items.
Apart from that, if CS skips a thread, it's usually just human error. Which happens too, if rarely.
So... I could circumvent CS and contact the web team directly? Would you know how to go about that? (In which case I can mark my issue as resolved for the CS team, so they don't have to spend time on my issue.)
Aaaaaahhh thanks! I would so never have guessed that!
I tried to call customer service and got the recorder message. I then sent an email to customer service regarding a damaged order. That was on November 9. I still have not received a response. Does anyone work in customer service anymore?
Hi Tewilliger!
We apoligize for the delay, we are currently working through a hefty backlog of 3,000 emails in our inbox. I am so sorry that your book arrived damaged! I have created a replacement order for you that will ship with your next subscription. Please let me know if I can assist you further :)