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Live chat lies. What to do?

How should I proceed when Upwork Live Chat staff are clearly dishonest with me? Who do i complain to, especially when an Upwork bug means I've not received notifications about another issue.

 

Conversation (with identifying information removed) if anyone requires context: 

 

**Edited for Community Guidelines**
10 REPLIES 10

The only reason I allowed an otherwise unproductive conversation to continue, is to nail down what this adviser was saying, so that there can be no confusion. I also wanted to ofer her the opportunity to retract her **Edited for Community Guidelines**, and thought that when she backtracked that she might like to apologise for the deplorable behaviour.

 

Are these advisers not held accountable for their actions?

vladag
Community Manager
Community Manager

Hi James,

 

I'm sorry to hear you're not satisfied with the support you received. I see our agent shared correct information with you and forwarded your call-back request with the team. Our team will follow up on your report about not receiving a notification about the dispute you initiated and get in touch with you within 24 hours as our agent advised.

 

I'll reiterate the information our agent provided, that our mediation team has to follow the outlined procedure and communicate with both parties before proceeding to the final step, and only communicates through the dispute ticket, for recorded purposes among other reasons.

 

Finally, please note that sharing private communication is not allowed in the Community as well as posting disruptive or disparaging comments about our team members. 

Untitled

Vladimir, 

Your response is mostly incorrect. I'll outline the main points for you in case you'd like to go and check against the original conversation which you have just deleted.

 

There were no disparaging comments. Disruptive? Well, only if telling the truth in a non-offensive way is being disruptive. I appreciate you have to try to put out public fires, but let's have some accountability when staff blatantly lie.

 

Posting the conversation is against policy? I confirmed my intention with your staff and she didn't say that.

 

Communication will be through the dispute ticket? Actually you are directly contradicting what she said. 

 

Check email? I explained that your email wasn't received and has been checked for, hence your communications will not be received unless you fix the bug. You can deny there is a bug as much as you like, but if you don't call me, how will I know it is time to check a particular link if I don't receive any notification?
(Btw, I do seem to be receiving all your other notifications, but as I explained, the dispute tickets don't even match.)

 

The information she provided was correct? Aside from the things I've just addressed, when I explained that I wanted to complain because she clearly wasn't dealing with the issue correctly (barely reading my messages), she tried to explain that it wasn't possible.

 

She claimed that there was no supervisor available in her office in the Philippines, which deeply concerns me. 

 

So Vladimir, kindly consider the actual points that I raised rather than just hiding the problem from the eyes of the other people who can view this post. I really don't appreciate a cover-up to follow staff errors in response to a client scam. I expect proper service in a timely fashion. If being top rated (ever since you introduced the new format) doesn't earn me some decent and correct service, what message are you sending to freelancers?

Regarding the couple of words you removed from my follow-up post...

would you consider it honest and competent service despite the lies and inaccuracies identified?
It clearly isn't and there was nothing inappropriate about my wording.

Hi James,

 

I'd like to clarify that neither our agent on your your support ticket nor I here rejected the possibility that you haven't received our notification. Your report was already escalated by our agent and I confirmed our team will check the notification in question and follow up with more information. I understand your frustration with the outcome of your contract but please do note that we have certain procedures in handling dispute cases, and I here would have shared the same information our agent shared on your ticket. Any other member of our Customer Support team would have handled your request in the same way because three main points of your communication need to be addressed by different, specialized teams:

- Mediation team, through your existing dispute ticket, on which you already followed up

- Technical team, who will check the notification you reported

- Call-back, handled by phone support agents.

 

I'll double-confirm your concerns and requests were escalated by the agent you communicated with and feel free to follow up here in the Community or pm me if you have any additional concerns or questions.

Untitled

You responded to parts of the issue, directing attention away from the complaint against staff.

But since you will not allow me to re-post the conversation, the proof of her gross misconduct is not visible.

 

However I retain the transcript and as I stated many times, my complaint is against her service and her dishonesty. There was not actually a complaint about your handling of the dispute initially. 


So can you clarify who handles complaints against allegations of staff dishonesty please?

 

And can you explain if staff are actually held accountable in any way?

 

Regarding the original dispute, I already made it clear that I'm happy to skip straight to arbitration under US law and not wate any more of my time in an Upwork managed process. I'll be happy if your mediation adviser turns our to be competent, but do you expect me to retain optimism when my experience with your staff so far has been consistently terrible?

And of course, you point to isolation of departments as a reason for unsatisfactory service, and don't seem to realise that you just identified a huge problem.... your departments have a policy of not working as a team where necessary?

 

It seems pretty obvious to arrange a call-back in conjunction with the efforts of your technical team, and again with the mediation team to actually check that notifications are now being received.

 

Apologies if my expectations are too high. It's just that this seems like common sense to me. 

Hi James,

 

Feel free to follow up on the ticket created following your earlier conversation and share your complaint. Our team will follow up and assist you further. 

Untitled

Now you are saying that actually nobody escalated the complaint?

Hi James,

 

The conversation you had with our agent was escalated but do feel free to share any additional information by responding on the same ticket.

Untitled
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