Help desks inability to provide timely help

Your service is very unprofessional for a company that provides software for project management. As you should realize how important it is to have access to this information at all times and to have the support on hand to fix problems quickly if they arise so projects are not affected to much. I have been waiting for help since Thursday last week and tried all the suggestions in your FAQ's but none work. Why dont you have a live chat help desk?? waiting for you to get back via email is a joke as it takes so long and is turning a small issue that could probably be fixed via a live chat help desk or phone help line quickly into a large problem as this is the 3rd business day i have not had access and only 1 email reply suggesting the same things your FAQ's suggested and have already been tried which were no help at all. I replied to your email and still havent had a response to that either. This is now a serious time waster and is affecting major project losing money and angering clients. I need this sorted out urgently!!!

I also see that other customers have had these issue s. You need to provide options to get actual help alot quicker.

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Juan

Hi Luke Bramley, welcome to the Community. I'm sorry to hear that you have been experiencing issues accessing your account. I understand this is a critical case and please rest assured that our Support team will get back to you shortly in the ticket you've created.

Also, I'd like to clarify that the Support Team does provide assistance via chat. You can start a chat from our Help Center when you are logged into your Wrike account. You can learn more about this option - and about all the available Support channels - in this dedicated post.

I understand that you are not able to log in to your account and therefore the chat option is not available when you access the Help Center. Our Support Team is aware of the situation and, as stated previously, they will get in touch with you very soon. Please, check out for their reply in the ticket.

If there's anything else we can do to help, please let us know. 

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Juan

Not having the chat available when there is a urgent problem and having to wait for over a week for your help centre to get back to me with emails. In which i repeated told them i had tried all the suggestions from your FAQ's regarding login problems and needed to talk to someone, then they told me to try the same things again (did they even read me messages???) and have to wait days again for a reply via email is unacceptable and is a glaring error in your management systems you need to change your procedures and fix this so this doesnt happen again to someone else and end up costing them money, wasting time and causing unnecessary stress.

I have only just received an email with a invite to a zoom meeting a few hours ago

As i have said in my previous post - You are a company that provides project management software and must understand how important it is to have access to this program and provide timely help with issues and problems.

Due to your extreme lack of urgency to help me fix this issue, my time has been wasted trying to contact you. Other staff members time and my time again has been wasted as they have had to stop what they have been doing and access the administrators workspace to get info for me, update projects etc.

Do you think it would be reasonable based on this to bill your company for the lost time & productivity for extra time taken to try and work around the problem? And the lost income as a result of delayed projects? 

If i took a day or 2 to get this issue resolved that is just reasonable. A week is unacceptable!! 

 

 

 

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Juan

Hello Luke Bramley. I'm deeply sorry to hear that you are still encountering this issue, I understand that your case is an urgent one and requires a quick response. 

Please let me clarify that our system does prioritize certain issues such as access problems, and our Support team always aims to resolve these as quickly as possible. We also maintain direct access to our web form in all our troubleshooting articles specifically for these types of issues. We're sorry to learn that, despite these measures, your issue wasn’t resolved as fast as it was required.

I can see in our records that our Team provided you the standard instructions to resolve these types of issues and, after confirming that the situation was not improving, they offered you to schedule a callback to directly address your issue. The Team made multiple attempts to arrange the call, however, and unfortunately, it seems there were difficulties in connecting, which further delayed the resolution.

On behalf of the Team, let me express our deep regret for this situation and any negative impact it had on your productivity.

Please, kindly check the latest message sent by our Support in the ticket to finalize the scheduling of the callback. 

We look forward to helping you solve this situation as soon as possible. Thank you for your cooperation.

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