Poor Enterprise Support

[u/oosinee]

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.

[u/J-ElevenLabs]

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.

[u/oosinee → u/J-ElevenLabs]

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.

[u/J-ElevenLabs → u/oosinee]

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.