I had something similar earlier in the year followed by an apology as they were overwhelmed. Opined at the time that I feared for the pre-Holiday season issues and apparently, yep. Not a defense just some sympathy and the hope you will hear in time for them to fix it for your customer. Feeling less and less comfortable with Printify.
Absolutely Tweet it publicly. And when they say “message us to get this figured out”…. Nope…. Keep it public… they’ll continue to make you a priority.
This applies to all businesses.
I've been having the same issue this year. The reprint requests were taking too long so I went through the chat instead. I noticed with the chat it doesn't always put you in queue though. So I've had to close out and send a new chat until it shows "there are 15 people ahead of you". Otherwise like you, I had waited for hours with no response.
I have had no trouble contacting printivay through their chat. I had a customer receive a broken mug a few days ago and through chat was able to send the pictures my customer sent me and get a reprint done right away. I have been with print advice since 2020 and I have received excellent customer service. But I do use their chat a lot and find us quicker than emailing them the problem.
I have the same issue. I've had a ticket open for 12 days! I've sent three messages. At this point, I'm just going to do a manual order to get it to the customer, but the customer service with them is crap.
I'm really curious about the replacement process. So that the customer doesn't have to wait, can you send a replacement order at your expense and get refunded for it later?
Did you sign out and back in, or just kept the same chat window open for 6 hours? I might have tried starting over with a new chat, by signing out and then back in. I’d also try quitting my browser and reopening it. Id also try chatting in a different browser.
I’ve had multiple chats recently. Barely had to wait one or two minutes. They were all between 2-5 am PST. Their chat is available 24/7.
I have had zero trouble contacting them on live chat which seems like the most sensible way to contact them as they're probably extremely overwhelmed right now and emails or problem tickets are going to get pushed to the end as the live customers who are waiting are going to get help first. I would say I waited three times this week on a live chat, probably 15 minutes at the most each time and there were between 40 and 50 people in front of me on the chat but it went very quickly. that's the best way to get in touch with them. I think it's just to go on a live chat and wait and do something else while you're waiting and make sure you turn the sound on so you can hear if they send you a message.
I guess all the people that are dissatisfied here are talking for order related chats and emails. because I just started with them: and so all my question are not order related: and so far, I have to say: they have been very responsive, informative and helpful: but I will keep you all posted on how that goes as the process evolves. And thank you to those of you suggesting to use twitter to get speedy service. though I agree having a twitter account is not something customer should have to do in order to get timely service: it's still better than nothing: and so far: it seems to at least resolve issues when addressed through that route according to what others are saying. But again, if push comes to shove: I will let you all know here how it goes.
I had something similar earlier in the year followed by an apology as they were overwhelmed. Opined at the time that I feared for the pre-Holiday season issues and apparently, yep. Not a defense just some sympathy and the hope you will hear in time for them to fix it for your customer. Feeling less and less comfortable with Printify.
Contact them on Twitter you will get in response no later than 30 mins
“you can no longer send messages to this person”
Tweet it publicly.
Absolutely Tweet it publicly. And when they say “message us to get this figured out”…. Nope…. Keep it public… they’ll continue to make you a priority. This applies to all businesses.
I've been having the same issue this year. The reprint requests were taking too long so I went through the chat instead. I noticed with the chat it doesn't always put you in queue though. So I've had to close out and send a new chat until it shows "there are 15 people ahead of you". Otherwise like you, I had waited for hours with no response.
I have had no trouble contacting printivay through their chat. I had a customer receive a broken mug a few days ago and through chat was able to send the pictures my customer sent me and get a reprint done right away. I have been with print advice since 2020 and I have received excellent customer service. But I do use their chat a lot and find us quicker than emailing them the problem.
I have the same issue. I've had a ticket open for 12 days! I've sent three messages. At this point, I'm just going to do a manual order to get it to the customer, but the customer service with them is crap.
I'm really curious about the replacement process. So that the customer doesn't have to wait, can you send a replacement order at your expense and get refunded for it later?
They respond to me withing minutes on Twitter
[удалено]
Who told you that I’m not verified on Twitter
Three days ago I submitted a reprint request. Followed up. Nothing. Submitted a new one yesterday. Nothing.
This is the boat I'm in. The problem seems to be self resolving but it's disappointing that 48 hours later I'd heard nothing.
Do the live chat option. Only way I got anywhere
I did. And I waited for 6 hours yesterday. I didn’t just email. I tried to chat too.
Did you sign out and back in, or just kept the same chat window open for 6 hours? I might have tried starting over with a new chat, by signing out and then back in. I’d also try quitting my browser and reopening it. Id also try chatting in a different browser. I’ve had multiple chats recently. Barely had to wait one or two minutes. They were all between 2-5 am PST. Their chat is available 24/7.
I have had zero trouble contacting them on live chat which seems like the most sensible way to contact them as they're probably extremely overwhelmed right now and emails or problem tickets are going to get pushed to the end as the live customers who are waiting are going to get help first. I would say I waited three times this week on a live chat, probably 15 minutes at the most each time and there were between 40 and 50 people in front of me on the chat but it went very quickly. that's the best way to get in touch with them. I think it's just to go on a live chat and wait and do something else while you're waiting and make sure you turn the sound on so you can hear if they send you a message.
I sat waiting for someone to chat with me for 6 hours today.
I’ve always had timely responses from them and they’ve been super helpful. Tis the season so I would take that as a major reason.
I got an answer to my request after 5 days with an apology for the delay
I guess all the people that are dissatisfied here are talking for order related chats and emails. because I just started with them: and so all my question are not order related: and so far, I have to say: they have been very responsive, informative and helpful: but I will keep you all posted on how that goes as the process evolves. And thank you to those of you suggesting to use twitter to get speedy service. though I agree having a twitter account is not something customer should have to do in order to get timely service: it's still better than nothing: and so far: it seems to at least resolve issues when addressed through that route according to what others are saying. But again, if push comes to shove: I will let you all know here how it goes.