No response from customer support for 20 days
Does Customer Support still exist? I emailed on Aug 8th, got a response on Aug 9 asking for more details and haven't heard from them since. I've followed up with four more emails to customer support on the same ticket and.... nothing.
What's happened to the platform? It used to be so much more efficient than this.
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Official comment
Hi there,
We can see your ticket in the system and that you've been in touch a few times on the same query. Due to how our ticket system works, this has unfortunately delayed our response to you - sorry about that. This is because tickets are sorted based on the date of a customer's last reply which has pushed your query to the back of the queue.
We can see a member of the team responded to you on Monday, however, we will make sure to chase this up with them so that you get a response as soon as possible.
Best wishes,
The Community Team
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Hi there
Thanks for your response. Unfortunately the last time a member of the team got back to me was 20 days ago - not Monday as you say in your reply. Has the company been bought over and new management put in? We used to get a response in 48 hours. What's happened??
Jill Stevenson
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Jill - they did away with the live chat function. This has resulted in a million and one tickets being raised to the customer support team. Many of these queries could easily be dealt with by reading the Ts and Cs, they are from new freelancers with little awareness. The end result is the PPH team cannot cope. They are inundated and the site isn't working like it should do. We are all fed up with it.
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Hi Nancy - nice to meet you! I recognise you from bidding. I wonder why they got rid of the live chat function. I noticed your conversation with Craig in another thread and yes, it's just not the same platform at all. This year there's been a huge drop in the number of jobs being posted, as well as the excruciating long wait for a response from customer support. And even then, they don't have time to look into my query. PPH has gone from being fab to lacklustre at best - and all within around eight months. Carry on like this and it'll be the death of the platform.
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I earnt nothing at all in July - nothing at all!!!
They've taken on far too many low calibre 'freelancers,' those who think there's a pot of gold to be made, cannot function without asking a million questions and consequently have ruined this platform. Taking away the live chat has added to this problem. I can understand why that was done (see previous sentence!) but PPH have shot themselves in the foot. It's going to be a long road to recovery as a) they don't listen to us and b) genuine buyers are fed up with receiving 100 bids from poor calibre applicants.
I'm contemplating my future here. Unfortunately I seem to be wasting my time now.
Good luck. I hope for both our sakes that PPH will listen to our views. They sent me a satisfaction email this morning. I put one star - I wouldn't recommend them to anyone.
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Hi Nancy
Yes, earning nothing in one month just isn't sustainable. My earnings from the platform have plummeted (I have an interview for a part-time care on Friday as I can't afford to be on here full-time either). PPH are going to lose all their best freelancers - people who have been working with the platform for more than a decade. They just don't seem to be attracting good buyers. I hadn't realised that was why ie taking on hundreds of low-calibre freelancers who, in turn, inundate good buyers.
I received a satisfaction email last night - and also put one star!
Good luck with what you decide to do, as well.
Jill
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