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arcoda
Member

Highly annoying support answers about cookies and restarting the browser

Hi

 

I observe that the support team in 90% of cases replies that one should clear the cache, delete cookies, restart browser etc. Obviously the support team is instructed by the management to do so. They do not think (cannot think) whether such a support answer makes sense or not.

 

@Upwork Management:

I am highly annoyed and I am really mad after receiving about the 10th time an answer like this on my support requests. Either you should teach your people, that they are able to assess a situation correctly whether it might be a browser problem or not, OR, you should teach your people to stop sending nonsense recommendations and instead take care about the problem.

 

All my support requests in last 5 years never ever had to do with browser caching. And somebody who has the slightest idea about IT will immediately recognize in all requests, that it has nothing to do with browsers. Me as client drives it crazy to get such stupid (sorry to be rude) answers, which do not contribue to solve the problem.

 

The most incredible experience I had this week:

1. I reported upwork that in conversations with freelancers some advertisement is shown and I asked how does this come

 

2. Unbelievable but true, the support said I should restart the browser. It took about 4 messages to make the support understand, that it is not a caching issue. I had to investigate with a freelancer, make screenshots etc. I also told the support that I know another upwork member having the same issue. .

Finally they understood and started investigating. After 5 days, they still investigate.

 

3. Then I opened a ticket about the support quality and that the support team should stop answering 100% of support requests with nonsense blabla about restarting browser. What happens?

 

- The support identifies this ticket as identical with the ticket opened in 1. The support is not able to recognize that the first ticket was about my reported problem and the 2nd ticket about how support is answering tickets. The support closed the ticket saying it is duplicate

 

- I re-open and ask the support to *read*. When you re-open a new ID is created. What happens? One of the support members tells me that this is a duplicate!?!?*! He is not able to read. I explain the whole story again. He tells again he has to investigate and comes back it is a duplicate. He is not able to understand that my 2nd ticket is about support quality and not about the technical problem reported initially.

 

- I repeat the same for 4 times, they do not understand.   Am I talking with humans at the other end or some machines?

 

- BTW: Another annoyance is that the support closes tickets. @Management: You should let the client decide whether a ticket is closes or not. I am working with several companies using ticket system, never seen any company closing tickets by the support team.

 

 

Dear Management: I want to work and I want to get support. I do not want some predefined text-blocks pasted in a support message. This makes one angry. Teach your support that they can recognize when it is clever to say browsers should be restarted, and when it is just a useless answer.

Waiting to get finally an answer from somebody of the management.

21 REPLIES 21
computerhxr
Member

All this for an advertisement?  What are you talking about?

 

How many browser toolbars do you have installed?

 

Browser-tool-bar-fail-1041428.jpg

 

lol @ pic

 

OP, if you get ad popups, you have malware, or as some people like to say PUPs.

 

Disable chrome extensions, update antivirus definitions, run scan with good adware software. And then stop running wallpaper.exe that you got from some random site (usually it's porn and no one wants to admit it) on your machine.

Hi Al,

 

I'm a freelancer here. Sorry you are getting low quality responses from Support. Maybe you have worked in or managed your own help desk, so you have personal experience with delivering tech support. I do have this experience. 

 

For almost the entire time that I have been involved with Upwork, I have also been working inside a customer support team that is probably similar in size to Upwork's. Hence, I have always taken the approach that the agent may need a little sympathy, and will respond well to a dialog. I almost always use live chat to get Upwork support, because whatever issue I have been dealing with requires some discussion or troubleshooting. I have noticed that the agents do rely heavily on searching the knowledgebase (KB), which is publicly available, but they do seem to know it very well. I have rarely had a bad support experience here. 

 

Regarding closing tickets, every support organization has to close tickets eventually. The teams are tightly monitored for individual performance, and the metrics are much more meaningful when the noise of stale tickets is minimized.

 

There has to be some automation in place to manage the backlog. It's not ideal for proactive customers, but overall, the ticket closing workflows are designed for the best possible customer experience.  Unfortunately, merging two tickets that seem like duplicates is not always popular with the client. In your case, the second ticket was not a tech support question. It was a comment about Support in general, and it should have been escalated to management rather than closed as a duplicate issue. 

 

It does sound like the Support team needs to focus on improving the content of the KB for issues like you are seeing. If they are always recommending that you clear cache and cookies, it sounds like the majority of your issues are technical faults, rather than clarifications about Upwork's procedures. Rather than always telling you to fix it at your end, the team might instead be able to identify real bugs or internal caching issues that they can reproduce and clear at the server. In any case, if you have the time to engage through live chat, I recommend that you do so, rather than waiting through days of unsatisfactory responses.  Engaging in real time lets you correct the agent quickly if he is on the wrong path, and that becomes a polite dialog, rather than a protracted argument.

 

All the best,

 

-Alan

You can't expect customer support to know everything. The guy has malware and the sooner he stops blaming everyone else for his poor downloading habits, the sooner he can cut off data being sent to a third party in the background. Otherwise, he can enjoy his identity theft.

No.

He's talking about this: click!


@Sara P wrote:

No.

He's talking about this: click!


That's not ads. That's a preview of the site being linked to in the message center.

 

I do hope this is it, cuz that would be funny. 

@Alan

 

I completely agree with you. The support team always has to hear all the problems, they get the bad mood of clients etc. Is it with upwork or any other companies, the support team is at the front and has to deal with problems other causes. It is not an easy job. The fault is with the management which is not able to instruct the team correctly.

 

I would say in general I am quite patient, It is the first time ever I wrote now such a post. I am already working 5 years with upwork and I can assure you I had many, many tickets which drove me crazy (and not a single one had anything to do with caching), because I get such answers.

 

Another example: Upwork has since 1.5 years partly massive performance problems. It took one year until this summer the CEO of upwork wrote a message to all community members and acknowledged these problems and finally promised to do something. If there is a performance problem (=waiting 1 minute until page loaded) or the page returns an error and this continues for 2 days, then I contact support, not before. And when I then get the 3rd time the answer that I should restart my browser, then it makes me angry, because it is obvious that Upwork hasperformance problems, beside that many others were complaining it too.

 

And this is why I asked the support that I can talk with the management. Unfortunately the support did also this not understand, and this makes it diffiult. After many messages they understood and I am waiting for somebody to contact me. It should be the interest of each company, that their support has a minimum level of knowledge. Just answering each request with restart browser definetely is a bad idea.

 

 

@Jennifer: That's kindergarden. Rest assured that I check first all other causes before I contact support: Test different browsers, test other websites (performance issuues) etc. When the problem is isolated, then I contact support. So, please stop offending.

 

@Sara: Exactly, that's probably the problem. Unfortunately it is not only a preview, I got advertisements too, once for hosting. And this is highly annoying, having after each message 1 (sometimes 2) such ads included. In my message threads with freelancers I do not want any advertisement or previews included, I want to work. You can see enclosed an example.

upwork advertisment.png

 

 

Overall, this is not the point. This "advertising" issue has to be discussed, but my point here is that the support got instructions primarely to answer "restart the browser, we understand your issues" etc. For many persons it seems really very very hard to make this difference and they jump directly on the referenced initial technical issue, not able to understand that the topic is the approach how support answers requests.

 

 

Complaining about customer service?

 

The solution is to not expect customer service to know everything or be able to do everything, particularly relating to problems with your computer which have nothing to do with Upwork. 

 

Customer service at Upwork is free. You get what you pay for.

 

if you really want to solve your problem post a job on Upwork and pay an expert to fix this for you while sharing a screen with him.

 

I have had Upwork contractors fix incredibly complicated networking and configuration issues for me.

 

Pay an expert. Don't expect $3.00/hr. CS workers to solve your problems.

"Customer service at Upwork is free. You get what you pay for."

 

It's not free, it's part of a service that we pay for.  We should have some expectations from support.

 

CS probably get so many stupid questions that they think we're all morons.  CS resources are wasted on the complainers that don't make any effort to figure it out on their own.

 

I have been waiting over a year on my client profile because the star rating was confirmed by CS as being way off (~2 stars lower than it should be).  Luckily last time I contact them, after waiting over a year; they asked why I didn't create another client account?

 

So I created a fresh clean client account with a new rating...  It's a little scary how easy it is to create a new client account without bad reviews.  LOL!

 

 

"Pay an expert. Don't expect $3.00/hr. CS workers to solve your problems."

 

I sure hope Upwork doesn't pay CS the minimum hourly rate on Upwork.


@Daniel C wrote:

 

 

"Pay an expert. Don't expect $3.00/hr. CS workers to solve your problems."

 

I sure hope Upwork doesn't pay CS the minimum hourly rate on Upwork.


 Daniel,

 

I don't know if they do now, but a year or so ago when Odesk didn't hide what they were paying a large majority of their Customer service were being paid $3.00 an hour. I have posted several times the reason they did not raise the minimum hourly rate was because they themselves would have to pay their CS more.

 

 

To the OP:

 

Upwork uses Zendesk. To keep things orderly because you end up with tickets all over the place tickets are merged into the oldest ticket which then states the new ticket is closed. It does not mean that a ticket was not addressed. It is really hard when there are multiple tickets and multiple people working on several tickets. It makes more sense to keep all tickets by a person that are open in one ticket so the issue can be resolved.

 

Now on the problems with Upwork. They have taught CS to find answers in the help files, the problem with this is someone don't seem to have initiative to answer something without the help files and most of the issues aren't help file related.

 

Preston,

 

Good customer service is free with many companies. It is part of the cost of doing business. Good customer service brings back return customers. Many companies have seemed to have forgotten this. I work with a company that a lot of their business is repeat customers because we  have provided top notch, top rated customer service.

 

Taking care of the problem should be prompt, courteous and deal with the issue. I have worked customer service for many years. The other issue when you don't take care of the problem right away the same problem comes back to bite in you the you know what. It would be in Upworks interest to pay their customer service and teach them to to take care of the problem the first time. If they cannot then esculate it to someone who will. 


Tickets should not takes weeks or months to solve. This is just plain bad customer service.

"@Sara: Exactly, that's probably the problem. Unfortunately it is not only a preview, I got advertisements too, once for hosting. And this is highly annoying, having after each message 1 (sometimes 2) such ads included. In my message threads with freelancers I do not want any advertisement or previews included, I want to work. You can see enclosed an example.

 

Overall, this is not the point. This "advertising" issue has to be discussed, but my point here is that the support got instructions primarely to answer "restart the browser, we understand your issues" etc. For many persons it seems really very very hard to make this difference and they jump directly on the referenced initial technical issue, not able to understand that the topic is the approach how support answers requests."

 

It is not advertising, it is because it detected two domains from the text.  Backup.sh and restore.sh are websites offering backup services and the other is for sale.  It is exactly ONLY a preview.

 

The real issue is that you want Upwork to create a setting to disable previews in the workrooms.

 

"That's not ads. That's a preview of the site being linked to in the message center.

 

I do hope this is it, cuz that would be funny. "

 

It turns out that it is!  He is still really sure that they are ads and not only previews...  


@Daniel C wrote:

 

 

The real issue is that you want Upwork to create a setting to disable previews in the workrooms. 

 


 I for one would like to be able to disable those previews regardless of whether they're ads or not. Another annoyance I've experienced with messaging is if I try to copy/paste something from an earlier message, it will create a preview, and if I then click on the 'x', the text I copied vanishes. So I have to do something like first paste into a text editor, then copy it from there, then paste it into the input area. Cat Frustrated

__________________________________________________
"No good deed goes unpunished." -- Clare Boothe Luce


John K wrote:

 I for one would like to be able to disable those previews regardless of whether they're ads or not. Another annoyance I've experienced with messaging is if I try to copy/paste something from an earlier message, it will create a preview, and if I then click on the 'x', the text I copied vanishes. So I have to do something like first paste into a text editor, then copy it from there, then paste it into the input area. Cat Frustrated


 John, you can right-click and choose 'Paste and match style'.


@Olga Q wrote:

 John, you can right-click and choose 'Paste and match style'.


 Wow, that's incredible. How did you figure that out? I owe you one*. Cat Very Happy

 

Spoiler
*I made a Star Wars reference there. Several Star War characters said "you owe me one", "I owe you one", etc. Cat Wink
__________________________________________________
"No good deed goes unpunished." -- Clare Boothe Luce


@John K wrote:

 Wow, that's incredible. How did you figure that out? I owe you one*. Cat Very Happy


 You know, John, when one spends so much time in front of a computer... Robot LOL


@Al S wrote:

 

Another example: Upwork has since 1.5 years partly massive performance problems. It took one year until this summer the CEO of upwork wrote a message to all community members and acknowledged these problems and finally promised to do something. If there is a performance problem (=waiting 1 minute until page loaded) or the page returns an error and this continues for 2 days, then I contact support,

 

And this is why I asked the support that I can talk with the management. Unfortunately the support did also this not understand, and this makes it diffiult. After many messages they understood and I am waiting for somebody to contact me.


 There are dozens of very valid reasons to contact Support, but really, this is not one of them....

 

Honestly: What is the point of contacting support about this? Do you think for a minute that they are not aware? And even more ridiculously asking for a manager? What is that going to achieve? Other than make you somehow feel important and waste your time and theirs?

 

Do you think they'll turn a switch and make the site load fast for you?

 

Thinks should be fixed of course, but wasting everyone's time on pointless support tickets or calls is not the way to do it. What do you expect Support to do other than tell you they're sorry and that the tech guys are working on it?

 

What do you expect some manager to do other than tell you they're sorry and it's being worked on?

My advice to the original poster that he should hire an expert on Upwork to help resolve his problem was predicated on the assumption that the problem he was having was Malware or Adware infesting his computer, and that his problem had nothing to do with Upwork.

 

After seeing some additional posts in this thread and thinking about what he wrote, I think that what the original poster is describing is more likely to be the new Upwork message system's penchant for displaying snippets of text and formatting HTML from a website that a message-writer refers to by including a URL in their message.

 

This functionality is part of the way the Slack-based system works, in order to be more "helpful," and that was the system that Upwork is using as their messaging system. It is not a system that Upwork itself created or has complete control over.

 

So if this is the case, then the correct advice to the original poster would be what Petra suggests: ignore it.

I see it is quite an intellectual challenge for almost everybody to make a difference between the example why I contacted support and my complaint. My complaint is about how the support answers, my complaint is not about having ads (or website previews - you should see from the example that it is both).

 

And this is the topic of this thread. But obviously this is a challenge for most to understand. Almost everybdy talks about the technical question I asked. It is not the topic.

 

Petra: I completely disagree. In a world where nothing works, where the services of companies are miserable, where the state is full of bureaucracy and corruption - yes, it is true. Otherwise not. If users do not complain then nothing happens. It is as simple as that. And a professional company has a dashboard which informs about ongoing technical problems. This stops users reporting things which are already known. Most basic thing when you build up a support center.

And asking for the management has  a simple reason: Blaming the support is most often not fair, because they get instructions. If you want to change systematic problems, you must speak with the people who control it.  If interested, read a book about management and organizations, it will help.

 

There are companies, which are excellent in providing support. I want to name for example atlassian, mailchimp or moz. They all are able to provide excellent support: fast answer, competent answers, never pre-texted messages from the marketing department etc.

 

Obviously Upwork has not enough competition. It would rapidly change otherwise.

You should have come up with a good example next time you want to make a point.  If we can't figure out what you're asking, then it's not likely support will figure out what you're talking about.  

 

pebcak-problem-exists-between-chair-and-keyboard-computer.png

 

It's not like we're dumb or don't think that support has issues.  Look around and you will see there are lots of intellectual complaints, discussions, and suggestions.  Sometimes things get better, and sometimes they do not.

 

And personally, I do know that Upwork does try to work on improving support.  They send out surveys and provide a forum so you can ask the community when support is ineffective.  Upwork has invited me to do private feedback, and hired me to take tests to provide feedback as well.  

 

Support has multiple tiers, and there are people who could answer your questions; but ONLY if you can ask the right questions.  

 

We figured out your issue, and you basically call us dumb.  We get it, but you're totally blind to what the community is trying to tell you.

 

Any specific book recommendation on management?  I'm sure many of them tell support to operate exactly as Upwork does.  Maybe you should pick up a management book?

 

support.jpg

 

So, chill out, we were TRYING to help you solve your problem so that we could figure out were support went wrong.  


@Al S wrote:

I see it is quite an intellectual challenge......


 ..... Really...

 

well, yes, I guess I bought my Mensa membership on eBay.

LOL @ this guy. Doesn't want to say "oops didn't realize that it's a preview" just wants to now tell everyone that they are dumb. haha This thread is great.

 

Well, he was right about it not being cache or cookies. LOL