Automated email reply system

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Ann

• November 15, 2016 08:26

Hi,

I sent an email to Support yesterday and immediately received an automated reply - welcoming me to PPH and giving me a login link!

I tried again today with the same results. Can you check your system and get the correct reply sorted out, please? I've got no way of knowing if my email (which is quite urgent) will actually reach a human being or not.It takes so long for human staff to reply to emails anyway that I don't want to assume someone has seen it and then find that nobody has.

 

Many thanks

Ann

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• Official comment

  

  Permanently deleted user

  • November 15, 2016 20:13

  Hello Ann,

  Many thanks for your message and your suggestion. I will pass it on to our product team.

  Regarding your message, I can see the following reply in your account:

  Hello Ann,

  I hope this message finds you well. My name is Natalie and I am a Senior Advisor with PPH Customer Support Team. I am sorry for my delayed reply though we have been receiving an unprecedented amount of requests which has resulted in delays, but we are working hard to provide each and every user with the appropriate attention.

  First, I would like to apologise about the inconvenience you are having. I will be taking over the case from now and I will do my best in order for us to resolve it.

  I understand your situation as well as your opinion and I respect it as well. We had complaints about other freelancers informing us that Buyers do not approve/cancel Proposals therefore the freelancers are not aware if the job is completed or it has even started ; I understand and you are right.

  We are in the process of creating a new feature urging our Buyers to cancel a Proposal if they do not wish to start the job with a specific freelancer. I can tell you that our Product Team is trying to find a way around this as well Ann.

  Till then please bare with us.

  Thank you for your patience and if you have any other inquiry please let me know.

  Have a lovely day,

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  Ann

  • November 15, 2016 20:56

  Hi and thank you for your reply, but I think you replied to the wrong post - this one isn't my post about buyers not awarding the jobs, it's regarding the odd automated email reply I got yesterday!

  I still don't know if my email arrived or not.

   

  Thanks,

  Ann

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  Permanently deleted user

  • November 20, 2016 20:02

  Hi Ann,

  Many thanks for your message. 

  I'm sorry about that. The above was in reply to the last message we received from you. You must ensure your email is coming from the following email address: 

  a**@u************s.co.uk

   

  Please let me know if I can help you with anything else.

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