Whats happening to support at PPH?

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18 comments

  • Rob

    Anyone got any ideas, does PPH no longer provide support?

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  • Malcolm

    Also having similar issue with no response from support. As it stands I can not make payments!!!

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  • Rob

    It is a nightmare, i have a buyer who thinks she shouldn't have to pay more...!! Even though that is the agreed project value... I can't seem to find a way to cancel the project and send the buyer on their way!!  

    Had enough of them and just need shot!  :) 

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  • Cassius

    The support has dropped significantly lately, not even support for billing and payments as a freelancer.
    Very concerning.

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  • Nancy

    Is anyone noticing that general messages from buyers are not coming through to email boxes anymore.  If you're not logged in to PPH you wouldn't know about them?  

    And - a buyer made a mistake yesterday and bought two hourlies by mistake.  He issued a refund but PPH haven't mentioned it to me yet.  They normally want a reason for a refund and notify you.  I'm fine with the buyer getting the refund. It was his mistake, but the money is stuck in Escrow. 

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  • Rob

    That's interesting i don't bother checking on email notifications, I just login each morning/afternoon

    But I have just checked and new buyer messages me on Friday which i missed.

    And there is no email notification!!!!

    If PPH is going pop I'd get my money out of escrow/their bank asap!!

    Never liked them keeping the money for days and hate their commission charges even more!!!

    I tend to use PPH as a way to find new clients rather than go networking lol

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  • Russell

    I've been waiting 14 days for a response from customer service. Still nothing. 

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  • Rob

    I am still waiting!!! Over a month now.

    Even the Facebook messager no one is answering that!!

    Previously when a human did answer they were obviously a third party subbie!!!

    Maybe their haven't been paid!!!!

    I think time to pull out money just in case!!! And take no more projects

    The keep money for 14 days always smacked of desperate owners rather than some money laundering rubbish.

    It is just what Letting Agents do when they run out of 'cashflow' and go pop!!!

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  • Nancy

    There's three reasons:

    1.  They've reduced their staffing.

    2.  As No 1 - but also taken away the Chat function where you could resolve issues instantly, or get advice. Now they are overwhelmed with queries. 

    3.  They waste their own time.  Instead of answering generic issues from this help forum, they raise a ticket. They could easily refer some people to their own guides, or just answer the question here without a raising a ticket.  (Ineffective)

    4.  The calibre of freelancers has declined noticeably recently.  You can see that from this help forum alone.  They ask questions which they could fathom out themselves. ("How do I raise an invoice").  All this adds to the volume of work the reduced staff count at PPH receive. 

    Overall, there is a lack of understanding that all this reflects on all of us, and instead of trying to improve things, attract worthy clients, etc, they are like ostriches with heads in the sands acting totally oblivious to the detriment this is having on everyone's livelihood.  I fear for 2024 and I need to start thinking of alternative income streams.    

     

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  • Rob

    @Nancy

    You could be right, there was in the begining phone support.  

    The final straw for me was the 14 day money grab! They earn interest on that where we loose cashflow. 

    Add to that the wierd why they count the days a project has been running is bonkers... I started one n 27th October, and according to PPH I have been working on it for the last 23days!!!  Totally wrong!! 

    Then there is the number of jobs, in my sector there is 96 jobs of which 8 were added in the last two days, 6 two days ago, so maybe 14 in the last two days, depending on how it is worked out.  And 5 three days ago. 

    The weekend will affect this, but even so, the number of options/oppurtunities is decreasing. 

    And cost keep going up...!! 

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  • Nancy

    ... which is why we must start putting different options in place, new revenue streams.  We cannot rely on this platform to bring in new clients.

    Even this morning - after I mentioned it, someone posts '"How do I raise an invoice."  The calibre of freelancing... Well, they're not freelancers. They're people who think there's a pot of gold at the end of a rainbow... has brought this site down.  They cannot string sentences together grammatically and use AI for projects, claiming to be experts.  Clients won't come here now, and PPH is at fault by opening the gates wider.

    We need to think outside the PPH box and use other methods to raise our incomes.         

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  • Rob

    Very true, I spend most of my time fixing what other 'experts' have created!! 

    As for other sources of clients, I might even start going to network meetings, and finish off my own website!!! Cobblers shoes, spend hours fixing everyone elses, but never my own!! 

     

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  • Russell

    Oh, it just gets better and better. Now they canceled my support request and asked me to submit a new one into the system because of an "administrative error." That's what I get after waiting almost a month. I say forget it. I'm done trying. 

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  • Muhammad

    now they have also started approval of posts as well. there is something very wrong with this platform

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  • Stephanie

    Having the same issues, extremely frustrating. I won’t be billing through this platform until they get their acts together and I would implore people to do the same. They cannot expect you to use their ridiculous billing system when it doesn’t work and you can’t get support, my accounts have been showing an incorrect balance for weeks now and like other posters, I’ve only had emails to say there’s a backlog and someone will be in touch soon. Jokers

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  • Huseyin

    Yes. That's so right. 

    I have not been able to get proper support from the PPH Support Team for about a month. In fact, the only message I received was a message apologizing for the delay in replying to my message and saying that they would reply soon.

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  • Rob

    It does seem like they are falling apart!! 

    The level of projects available is not changing, and with one £100 job I have jumped up hundreds of ranking places! 

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