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Completely useless customer "service"

NealMcGrath
Has anyone else had the experience that the customer "service" team at this company is completely and utterly useless? For example, I submitted a question to the support team online, the first word in the subject line was "URGENT" in all capital letters. They responded 3 days later, did not address the question I sent to them at all, and instead went on and on for about 3 or 4 paragraphs with blindingly obvious explanations about how to update my credit card. It was very obvious the person responding either did not read the email I submitted or just completely ignored it and decided to respond with information, literally any information, regardless of whether it was even remotely related to the request I submitted or not. Spoiler alert, it was not even remotely related to the request I submitted! And this has happened to me a number of times: I send them a very clear very specific question and they respond with a bunch of stuff, none of which answers my question which leads me to believe either they are not bothering to read the emails, or they don't know the answer and instead of finding out they just send you a bunch of garbage so they can check off their box that they will responded and close out the ticket. Just absolutely effing useless totally incompetent customer support.
 
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Comments

11 comments

Date Votes
  • NealMcGrath

    Why does my post have to be approved? You want to censor negative posts?

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  • Jessamyn

    NealMcGrath I can see you submitted a ticket and our customer support was able to respond to you with helpful instructions on how to update your payment method on your account if you needed to charge a specific card on your account. NumberBarn is a US based company and we do try to make sure to respond to all tickets within 24-48 hours. I just responded as well to your ticket so please take a look at that and we can communicate through that ticket if I can help support your account further.

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  • NealMcGrath

    Your customer "support" team responded with USELESS information that ignored the very clear, very specific thing I asked. Sending paragraphs of text that does not address the question is not really a response, it's actually insulting because you are saying to me "I care so little about your issue that I am going to ignore it and just send you a pile of useless information you surely know already and which does not even acknowledge what you asked."

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  • Jeremy Watkin

    Hey NealMcGrath, I'm acknowledging publicly that we'll continue to work with you to resolve your issue. Looking at your ticket, I do see that we have opportunities to communicate more directly and get to the heart of the matter. We conduct regular quality assurance checks with our team and will make sure this is a point of emphasis.

    I do want to make it very clear that we do have to manually approve every comment in the community but we are careful NOT to ever censor our customers. If we don't have moderation the spammers go crazy and ruin the experience for everyone. I hope that makes sense.

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  • Rob Remington

    i agree. this service is pure garbage. this platform will be defunct shortly. i would not invest into it. 

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  • Jeremy Watkin

    Hi Rob Remington, I'm sorry to see that you had trouble with our new account security. I just responded to your ticket and will work with you to get this right. I look forward to hearing back from you.

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  • Rob Remington

    Well, they did respond. So hopefully this is simply an instance of a small company with few people as opposed to a quick make a buck using solely AI staff...

    A small company we can work with. A company that refuses to take care of its customers is a different story..to be continued...

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  • Stefan Wrobel

    Hello! Our number has stopped working. We paid our bill in May and June needs an updated credit card. After 5 years of service and payments we CANNOT understand how you could block our number without telling us before you did this. PLEASE ACTIVATE OUR NUMBER IMMEDIATELY!

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  • Stefan Wrobel

    Hello? Please respond 

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  • Jeremy Watkin

    Rob Remington thanks for giving us another chance. Just let me know if you received my response to your ticket. We definitely need your help in the process.

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  • Jeremy Watkin

    Hi Stefan Wrobel, I just responded to your ticket.

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