Customer service becoming very slack and confusing!

  • 1
  • Problem
  • Updated 6 years ago
Since Sept. 1/2014. I have been trying to work with customer service to upgrade and improve my websites online presence. Since that time Yola has been very quick to take my money, but very slow in preforming the services paid for, returning my emails or answering my questions. The other day I paid $300 to your company to work on building my online store. I also sent an email asking why I was charged in USD rather than CAD funds this time, to which I have not been given an answer to yet.  And since then have been invoiced again for a further service that I did not require or request after paying for the online store package..

The problem here I think is that you have too many customer service reps working on the same accounts and no one knows what the other is or has done on that account and things are getting messed up which is causing miscommunications with your customers. I am as confused as hell now as to where we are and whose doing what to fix this.

So far on this one project back in Sept. six different people have responded to my emails, Jen,Sanja,Marija,Jackie,Laura and Josephine. And the fact that I can not communicate with Yola by phone with a representative or have a conversation in that form is becoming very frustrating indeed. I have been ignored time and time again when I ask for someone to call me to straighten this mess out.
Photo of Dwight Thornton

Dwight Thornton

  • 1 Post
  • 0 Reply Likes
  • frustrated and ready to quit Yola and go back to Netfirms

Posted 6 years ago

  • 1
Photo of Laura Thomas

Laura Thomas

  • 4536 Posts
  • 211 Reply Likes
Hi Dwight,

I'm sorry to hear you are so frustrated with your Yola Website Services experience. I can assure you that while many different people are servicing your account, we are all working in concert together and do have a comprehensive understanding of what each member of our team is doing to assist you. I personally manage the overall Yola Website Services program and am happy to ensure that any miscommunications or confusion regarding your account are addressed.

Perhaps it would be beneficial if I explained the various roles of the people on our team so you have a clearer understanding of how each of us can help.

Jackie and Josephine both work on our Payments team and are the team members who have issued you invoices and processed your payments. I only refer you to them after you request to move forward with a specific service (initially a Website Review, and now 2 months later a Yola Online Store set up package).

I have been your main point of contact regarding explaining what Yola Website Services has to offer and I also personally wrote the design portion of the Website Review you purchased initially back in September. Jen worked on the SEO portion of your review and will also be doing the Online Store implementation for you. The reason these tasks are divided are to match our teams individual expertise with your specific needs.

I would need to look further into your email history to see why and how you were contacted by other members of our team but if it was for general support not related to your paid services, that would be expected.

Phone consultations are not part of the services included which we have touched on via email. If this is critical to you I agree we may not be the ideal partner for your needs. If you are willing to work with us via email, or here if you prefer (for non-account related concerns only for your safety and security) I'm confident we can execute the improvements to your website we have detailed in our previous emails.

I will follow up with our Payments team regarding your preferred currency and we will email you with a solution on that by the end of the day on Monday.