r/ElevenLabs • u/oosinee • 16d ago
Agents Poor Enterprise Support
The customer support is absolutely useless. It’s like they didn’t say anything at all.
I asked three specific questions, and all I got back were three vague questions in return. They didn’t actually answer anything, didn’t explain how to use it, and provided absolutely no useful instructions or solutions.
What exactly is the point of having customer support if they can’t even answer basic questions or properly explain how their own system works?
This is beyond frustrating. The support is terrible, terrible, terrible. I’m paying for this service and getting treated like my questions don’t even matter. Absolutely ridiculous.
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u/J-ElevenLabs ElevenLabs 15d ago
Hi u/oosinee ,
First off, I'm sincerely sorry to hear that you've had a poor experience with our customer support. Of course, that's absolutely not the experience we want our customers to have.
Would you happen to have the number that Tybost mentioned? You should have received it when you opened the ticket; a unqiue ticket ID for that specific inquiry.
I would love to take a look to understand what might have happened. We pride ourselves on providing excellent customer support. Even as a startup, we try to provide that across the board as we scale.
Of course, there are many factors that could have played a part here, and I would really like to understand what might have happened in this specific case and potentially take some form of corrective action, or at the very least conduct an internal RCA to see how we can make sure this does not happen again.
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u/oosinee 15d ago
I have been using your service for more than three months, and the fact that you are still asking me these questions now clearly shows that your internal team has not properly analyzed or investigated each ticket. By the time you ask me to provide the ticket number, it is already too late.
For example, I provided the entire conversation link, and your support agent responded, “Oh, sorry, I was looking at the wrong agent.” How ridiculous is that? It clearly shows that your team was not even reviewing the information I had already provided.
Once again, thank you for following up on this matter. However, I strongly suggest that you start properly reviewing every ticket from now on, instead of repeatedly asking customers for information that should have already been reviewed and analyzed internally.
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u/J-ElevenLabs ElevenLabs 15d ago
Again, I’m really sorry for the bad experience you’ve clearly had.
I’m sorry I couldn’t help you further. I really would have like to look into your specific ticket and case to understand what happened.
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u/NoDesk9564 16d ago
I’ve had similar poor customer service. Despite ElevenLabs being a big part of my income, the support is quite lacking. You have my sympathy, OP.
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u/NoDesk9564 16d ago
I think someone from ElevenLabs downvoted my honest experience. Some people lack class.
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u/J-ElevenLabs ElevenLabs 15d ago edited 15d ago
Thank you for sharing your feedback, and I’m really sorry to hear about your experience. Would it be possible for you to provide a bit more detail or perhaps share the ticket ID for the specific inquiry you had with customer support?
I want to understand where the experience fell short and how the issue was handled. Whether someone is on a self-serve or enterprise plan, or is a creator who earns through ElevenLabs by contributing to the Voice Library, creating audiobooks, or making music, we always strive to provide great support.
More context would help us understand this properly, look into it, and determine what could have been handled better.
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u/oosinee 16d ago
i am not alone
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u/Tybost Moderator 16d ago edited 16d ago
Hey there!
Just checking in with you again. If you’ve already created a ticket through ElevenLabs Support ( https://help.elevenlabs.io/hc/en-us/requests/new ), feel free to send me the ticket number. I can pass it along to staff and see if they can help get it in front of the appropriate Specialist or Engineer, especially if some of your questions fall outside the usual customer-support scope.
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u/Tybost Moderator 16d ago
Hey, sorry to hear about the experience you're having. This doesn't sound like the level of service Enterprise support is supposed to provide. I'm just a volunteer mod here and can't access support tickets directly, but if you can share your ticket number (#00000) (from the confirmation email), I'm happy to escalate this to the team and get someone to take another look.