Hi Petra,
Who said anything about special favors? I received feedback on the contract a few days ago and wanted to do whatever I can to get it removed. I never got one removed so I don't know the process behind this especially how incredibly secretive Upwork usually is about JSS. Your assumption that I want to "shortcut the system" or demand special favors is just straight disrespectful towards me as a professional.
And you totally missed my point. My issue which still persists is that I wanted to contact support through Livechat. That's not demanding special favors, that's a feature that's available to me as an Upwork user.
If I need support from Upwork which take a chunk of my profits for their services I find it normal that I should be able to contact them through the fastest/easiest way which is livechat, an option that's incorporated . If the chat's unavailable, it's fine. But they should at least post a simple announcement like "Hey, chat's going to be off for this period of time". That way I'd know what the best course of action would be for me rather than receiving rude forum replies.
If need assistance from Upwork premium support through livechat for whatever reason I might have I simply cannot receive it. I understand that it was Christmas time, but that's not the issue. Today is not Christmas and I still cannot access the livechat. No prior announcement, holiday schedule or anything was posted. Livechat support is not reliable at all.
I'm saying this clearly. No reputable business I have ever seen doesn't have a Livechat Schedule, especially during Holidays. I'm not trying to be disrespectful, everyone has a right to celebrate Christmas, but this is about professionalism, reliability and transparency.
Wouldn't it be better if we had a clearly posted schedule rather than making assumptions and having to guess what's happening?
