disappointing customer support

vjncc · ‎04-04-2019

where to complain? the customer suport was disappointing and doesn't live up to his pupose of helping the client pull up files she was looking for. instead, support person opened a ticket and was bothering me to resend all the materials, which in my point of view should be easily sorted out by him. i didn't expect i will be doing a turorial for a support specialist regarding how to use upwork and where to download the files! frustrating!

vjncc · ‎04-04-2019

where to complain?

the customer suport was disappointing and doesn't live up to his pupose of helping the client pull up files she was looking for. instead, support person opened a ticket and was bothering me to resend all the materials, which in my point of view should be easily sorted out by him. i didn't expect i will be doing a turorial for a support specialist regarding how to use upwork and where to download the files! frustrating!

albean88 · ‎04-04-2019

Whow! I'm sorry to hear what you recently experienced. I believe Upwork CSRs are doing their best to solve your issues.

petra_r · ‎04-04-2019

Seriously? The hardship of resending files (which may not have gone through properly the first time) is such an enormous injustice and imposition it warrants 2 furious forum posts?

What are you after? The support person to be fired? Or maybe hung, drawn and quartered?

prestonhunter · ‎04-04-2019

Joyce:

It was inappropriate for you to contact Customer Support in any way for something relating to finding files, sending files, or file management. That is something for you to handle as a freelancer.

Upwork is not a file management, file storage, or file transfer service.

The Forum Moderator mentioned low-resolution versus high-resolution files.

In case it helps:

There are known difficulties, bugs, issues, and unpredictable behaviors in this area when it comes to sending image files using the Upwork messaging tool. A professional Upwork freelancer who is doing work relating to image files will NOT rely on the Upwork messaging tool for transferring image files. It's just not worth the potential headaches and embarrassments. There are many reliable file transfer methods, including FTP, email, USB drive, WeTransfer, Dropbox, Microsoft OneDrive, Google Drive, etc.

AveryO · ‎04-04-2019

Hi Joyce,

I'm sorry to learn about the inconvenience this has caused you. I have checked your account, the contract, and your ticket with our Customer Support Team. I wanted to clarify that the "downloadable files" you sent through the Messages page are lores files, and the client is requesting for the hires versions of the files you sent. I also tried downloading the files, and they were only 50 to 60kb.

Kindly reply on the ticket thread with a link to download the hires versions of the files so that our Customer Support Team can forward this to the client.

Let me know if I can assist you further.

~ Avery

vjncc · ‎04-05-2019

all the raw files the client requested were transferred even before we ended the contract. yeah you are right, the size of this format is about 60kb since it's a png logo for website that the client requested when contract was still ongoing. it's that file client was complaining which she has mistakenly thought to "not be downloadable" so she had to do a screenshot. well that's beside the point because i wrote here wondering if there's any way to sort out csr not being helpful in this situation. thanks you heard me.

melaniekhenson · ‎04-05-2019

Joyce N wrote:
all the raw files the client requested were transferred even before we ended the contract. yeah you are right, the size of this format is about 60kb since it's a png logo for website that the client requested when contract was still ongoing. it's that file client was complaining which she has mistakenly thought to "not be downloadable" so she had to do a screenshot. well that's beside the point because i wrote here wondering if there's any way to sort out csr not being helpful in this situation. thanks you heard me.

I don't think so. CS is pretty much always going to (initially) default to asking you to handle the situation. And to be honest, it IS after all a project you did. CS shouldn't really have to figure out your work and the customer's issue with your work (or in this case, with actually receiving/opening the work/the file).

I look at it as: the more we make CS try to do our work for us, the more Upwork has to pay its staff to do more than give those admittedly annoying canned answers, and the more prices will have to rise for us and for clients.

Why didn't you just speak to the customer directly and say "okay, this is how to do it"? Or did she contact CS without contacting you? I may be misunderstanding the original post, sorry if I'm being obtuse.

tlbp · ‎04-04-2019

If you can't be bothered to ensure that your client receives full delivery of the files, then perhaps the client won't be bothered to pay you.