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please fix twitter support process
I love Twitter. I've had an account since 2006. I've convinced more people than I can count to sign up for the service.
But their customer service, right now, sucks.
I'm not alone (a quick search here on Get Satisfaction):
- http://getsatisfaction.com/twitter/to...
- http://getsatisfaction.com/twitter/to...
- http://getsatisfaction.com/twitter/to...
- http://getsatisfaction.com/twitter/to...
- http://getsatisfaction.com/twitter/to...
I could continue...
My plight? Created an account for my stepmom. She mistyped her e-mail address, and messed up her password. So, we're locked out of the account.
- I reported the problem on Feb 20, it was closed Mar 13
- I reported it again on Mar 20, it was closed May 27
- I reported it again May 27
To add insult to injury, the e-mail notifying me that "Twitter hasn't been able to get to my request", states "If none of these resources have helped you and your issue is urgent, please reply to this email and let us know." -- I replied to the e-mail, and got a bounce, telling me I couldn't update a closed ticket.
Twitter, if you close my ticket, don't tell me I can update it.
It's not enough to have a way for people to send in support requests. I'm sure there are people behind the scenes working on the tickets, but obviously, either they are completely understaffed or their processes are broken.
There should be a clear process other than "e-mail support" for people locked out of their accounts.
Getting robot answers to requests there clearly is no "self-help" for does not give me the impression Twitter cares one bit about my experience as a customer -- though I'm sure they do care, they're not doing much to show it.
So, Twitter -- aside for my original request and problem, here's another one: your support needs some work. I know you have lots to deal with on the support front, but that shouldn't be an excuse for providing shitty service to your users when they're in trouble and need your help.
Thanks for listening.
But their customer service, right now, sucks.
I'm not alone (a quick search here on Get Satisfaction):
- http://getsatisfaction.com/twitter/to...
- http://getsatisfaction.com/twitter/to...
- http://getsatisfaction.com/twitter/to...
- http://getsatisfaction.com/twitter/to...
- http://getsatisfaction.com/twitter/to...
I could continue...
My plight? Created an account for my stepmom. She mistyped her e-mail address, and messed up her password. So, we're locked out of the account.
- I reported the problem on Feb 20, it was closed Mar 13
- I reported it again on Mar 20, it was closed May 27
- I reported it again May 27
To add insult to injury, the e-mail notifying me that "Twitter hasn't been able to get to my request", states "If none of these resources have helped you and your issue is urgent, please reply to this email and let us know." -- I replied to the e-mail, and got a bounce, telling me I couldn't update a closed ticket.
Twitter, if you close my ticket, don't tell me I can update it.
It's not enough to have a way for people to send in support requests. I'm sure there are people behind the scenes working on the tickets, but obviously, either they are completely understaffed or their processes are broken.
There should be a clear process other than "e-mail support" for people locked out of their accounts.
Getting robot answers to requests there clearly is no "self-help" for does not give me the impression Twitter cares one bit about my experience as a customer -- though I'm sure they do care, they're not doing much to show it.
So, Twitter -- aside for my original request and problem, here's another one: your support needs some work. I know you have lots to deal with on the support front, but that shouldn't be an excuse for providing shitty service to your users when they're in trouble and need your help.
Thanks for listening.
I’m angry and very disappointed
13
people have this problem
I have this problem, too!
Tell me when someone solves it.
The more people who report this problem, the more it gets noticed.
The more people who report this problem, the more it gets noticed.
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Inappropriate?please use #fixsupport if you tweet this. -
Inappropriate?Yes, support is completely inadequate. It's like they just close the tickets if they don't want to deal with the problem.
I’m frustrated
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Inappropriate?Steph- What's you ticket #? I'll help you out right now if you tweet it to me: @cmagnuson
Matthias- We're kinda overloaded. We get thousands of support requests every day and we are only a small team trying to tackle a big challenge. I know it sucks but it would be nice to remember that Twitter is provided as an absolutely free service for you.2 Comments
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This solves the problem
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Could you solve my problem too? I have many tickets, but the last was #402444 -
Charles....I have the exact same issues and so far NOTHING. You guys are a software company - how easy would it be to send an automated reply with some REAL information. Or get some interns in who would die to work for twitter for nothing..I know we have them here...Im sure there are some in California as well...seriously your customer service is a joke and makes Twitter look like a bunch of developers who are full of themselves and could care less about their customers.
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Inappropriate?Thanks Charles, you solved the problem for me!
I know you guys are overloaded -- still, I'm sure there is stuff that can be done (well, like what you just did for me here) to help make it less frustrating for us. I'm certain you know all this -- but getting robot mail after robot mail really sucks when you're stuck.
I’m happier, but aware the deep issue is still there
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Inappropriate?I am having a similar issue.
Logged a support ticket, got an email saying there was a delay and to reply to the email if I still had a problem, replied to the email, got another email saying it was closed and so the email was rejected, logged in to support and it won't let me reopen the request - plus it now won't let me log another support ticket! The option disappears when I log in! What am I to do?
Have posted this here: http://getsatisfaction.com/twitter/to...
I’m angry
1 Comment Add a comment
This solves the problem
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This comment was removed on 07/06/09.
see the change log -
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Inappropriate?I have the exact same problem as Steph, I apparently mistyped my email and my password is not working so I can't get the reset emails.
I have been locked out of my companies twitter (FBSKitchens) account for 10 days and have emailed every work day multiple times.
The autoresponses ask for me to submit information but then then I never hear anything back and when I do email the ticket have been closed.
I've probably sent 25 emails and had 7 different tickets with no solution.
I just need my password reset.
I’m extremely frustrated!
1 Comment Add a comment
This solves the problem
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Just had to open a new ticket: Ticket #472850
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Inappropriate?Worse, I work for a newspaper in the Midwest. Our account for our sports dept. has been suspended for a month - for no reason.
I had submitted request after request, which have all been closed/solved. Now, I just initiated a new request and it was automatically set to "solved: without explanation. I have NEVER received answers to ANY of my questions regarding this issue from Twitter.
I’m frustrated
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Inappropriate?GAH! Twitter is driving me BONKERS! I have had the same problem as Lori recently. All I want to do is get a new password because my current one does not work. I went through the process recommended by Twitter support multiple times and nothing works. Yet everytime I start a new ticket they all end in the same fashion; with an email telling me my ticket has been closed. When I first contacted twitter I thought I would be talking with an actual person and all I got was a Generic Email.
I’m beyond frustrated.
