No Response Regarding Agent Reduction

Hey Tom,

Thanks for bringing this to our attention and sorry that it's taken so long for your ticket to get actioned on. I'm going to follow up internally to see if we can get a response back out to you ASAP. 

I'll keep you posted as I find out more.

@brett13

Still no feedback at all on this. The ticket was initiated October 23rd, so some sort of acknowledgement at least from the support team would be nice. Especially since we keep getting billed for agent seats we neither use nor want. Actioning the ticket would create a lot less work for Zendesk than dealing with credit notes afterwards.

@brett13

So after my last comment it took until Wednesday January 3rd for someone to respond to the ticket. The response included this quote:

We are committed to providing our customers with the highest level of service, and I regret that we fell short in this instance.
 
Please be assured that we'll be working diligently to ensure that it is addressed promptly. I understand the impact that this situation may have on your operations, and I want to assure you that we are doing everything we can to rectify it as quickly as possible.

6 days later, nobody has yet bothered to do the very simple task of reducing agent seats as asked. We have now been billed twice for too many agent seats, and have to go through another round of back-and-forth with billing for the proper credit note to be issued.

And this is the level of service we are being offered while being chased to sign on for a new contract.

Hey @tom12, appreciate you updating me here. I've looped in the appropriate team to get this escalated. I'll keep you posted as I hear more. Sorry again for the inconvenience and thanks again reporting this.

@brett13

Still zero feedback from anyone at Zendesk apart from the "apology" for a slow response which didn't even attempt at actually doing anything with the ticket.

I am at a loss here for what we actually need to do in order to get a response from either support or our "dedicated" account manager. Is there some sort of ritual to perform in order to make someone react?

Hey @tom12 this is definitely not experience we want you to have so I'm continuing to look into this to see if we can get a response for you as soon as possible. Appreciate your patience while I look into this for you and I will follow up on this post as I find out more information. 

@tom12 I just received confirmation that a lead from our Renewals team just replied back to you via email. Can you confirm you received this on your end as well? Sounds like everything should be processed and taken care of by end of day tomorrow. I hope this helps!

@brett13 Hasan from your renewal team reached out. I will await to see if the reduction actually happens.

@brett13

Despite lofty promises of reducing agent seats and processing refund for overbilling by EOB Wednesday, we are still sitting on the same number of seats and no notification of refund.

Since Zendesk has chosen to hide any procedure for launching formal complaints, please let me know who to contact for a proper escalation, as the lead who contacted me obviously was not the person to get anything done.

@brett13

You asked to be kept posted, here we go.

• Still no action from the "SMB Renewal Team for the EMEA region" lead that contacted me.
• Still no action from your support. I find this quite impressive actually. The only actual response from Zendesk support in 3 months now has been a template "apology" for slow response.
• After all this waiting time, we have zero desire to continue with the Enterprise plan we were talked in to upgrading to. Luckily, due to this inaction we have not signed up for anything more than monthly billing at this point.
• Request for downgrade back down to Professional, reduction of agent seats as requested, processing of the promised refund was sent yesterday.
• Today I received a document to sign for us to pay for one year of Enterprise, as a response to this.

I am at my wits end here. I find it absolutely astonishing that this is the level of support being provided by you guys, and at this point I am just looking forward to what kind of stunt Zendesk support will try to pull off next.

Yes Brett, it was amazing how quickly the responses came when the realisation that they have ruined an upsell set in. The representative sent me the wrong contract not once, but twice seemingly hoping I would sign on for a yearly payment for Enterprise after I had explicitly told him that thanks to Zendesk's behaviour in my last two tickets, both taking months to action, we have no interest in continuing on the Enterprise package anymore. Improved support was supposed to be one of the benefits of paying extra.

Once the representative realised this, the responses stopped again though.

And even "better", through all these answers, not a single person at Zendesk has bothered to do what the request actually started with now 3 months ago. Actually reducing the number of agent seats that we are now, I suspect, going to be overbilled for yet another month.

This way of ignoring requests is exactly what drove our decision to not continue on with the Enterprise plan.

I have also not received any confirmation that the refund for the overbilling so far is being processed. So having someone who called himself a team lead intervening did nothing either.