Customer service that is NOT service

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  • Updated 6 years ago
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Why is it when as a SILVER customer who pays for a service finds is it so difficult to get a straight answer from the Yola team and WHY do they keep giving me an answer to a question I did not ask. It is so frustrating and I am of the opinion that Yola is getting too big and is losing the customer service it had previously. Why will a senior manager not come back to a reasonable question asked regarding their service?
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Henry Marks

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Posted 6 years ago

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jeremy, Employee

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Hello Henry, (Edited after some extra research)

I am sorry you are having this problem. We are looking into why your account was shown as free when you are silver. I see you had a free account with us previously and this you deleted and then created a new site which you upgraded to Silver. I am going to look into this to see if it could be the root of the problem.

Either way your "support account" is now premium and you will get premium support. We apologise for this inconvenience.

I have checked our records and I see Sanja has replied to your email as it is CSS related and she is our resident CSS specialist asking for some more details. Did you receive this email? I see you have received this email and Sanja will reply to you. (Or she can pass it on to Monique if you would prefer)

Please let me know if there is anything more we can help you with.
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Henry Marks

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Thank you for your reply. It is much quicker than what I normally receive that can be up to 4 days!!! The issue is a) not being listed for a prompt reply as a Silver customer and b) when I have issues relating to for example being able to highlight the sub menu so it can be seen by our customers more easily being told that I need to be a Silver customer to get this support OR as has happened on more than one occasion not getting an answer to a question I asked. I have only raised this with Monique as she replied to me when I made a comment regarding the issue I was having but guess she will not be replying either.
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Monique, VP of Customer Support

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Hi Henry

I am the VP of Customer support for Yola and I have already replied to your email in support regarding your account status. So yes, a senior manager has responded to you. I am about as senior as it gets when it comes to anything related to support at Yola. I spent considerable time researching and answering your question in great detail and if you still feel it was not a reasonable answer then I am really sorry and I will try to answer better next time.

As I already explained to you, your cases are flagged as Premium on our system. I had someone look into the incorrect auto-response you keep receiving at this does seem to relate to the fact that you initially had a free account on the same email address and this seems to have created a bit of a bug in the system. We are not sure yow to fix this, and I have therefore asked you to kindly ignore the auto-response for the time being and be assured that as far as the people who respond to you are concerned, you have a Silver account. Is this something you could accommodate us on?

Coding requests may take a few days due to the nature of the request, but even so this is a service reserved for Premium customers only. Sanja is working on your CSS request and will get back to you as soon as she can.

I have discussed this with the entire support team and alerted them to the fact that they should not be telling you to upgrade as you already have Yola Silver. I see that some errors were made in this regard and I apologize on behalf of my team. I will work with them to ensure that this does not happen again.
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Henry Marks

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That may be your interpritation of the issue but this is not the first time that there have been glitches. I will see how it progresses.
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Henry Marks

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Glad to say that all is now sorted - thank you for your help, just sorry that I had to go onto this forum for it to be concluded. Thanks again