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| | | Author: | Babaghanoosh  | | Posted: | Sep 23, 2022 17:28 | | Subject: | No one responding to help requests? | | Viewed: | 137 times | | Topic: | Problem | |
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| Hello,
My store was closed July 2021 for non-payment of fees ($11 balance was paid 1
month late, I was on vacation). I would like to re-open my store but no one
seems available or willing to answer help desk tickets.
Any way I can get an assist on this?
Thanks!
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| | | | | Author: | Nubs_Select | | Posted: | Sep 23, 2022 17:30 | | Subject: | Re: No one responding to help requests? | | Viewed: | 32 times | | Topic: | Problem | |
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| | expect a wait of about a month to get a response from the help desk |
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| | | | | | | Author: | Babaghanoosh | | Posted: | Sep 23, 2022 17:31 | | Subject: | Re: No one responding to help requests? | | Viewed: | 41 times | | Topic: | Problem | |
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| In Problem, Nubs_Select writes:
| | expect a wait of about a month to get a response from the help desk
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Roger that, thanks for the info. =)
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| | | | | | | Author: | legoman77 | | Posted: | Sep 23, 2022 21:28 | | Subject: | Re: No one responding to help requests? | | Viewed: | 40 times | | Topic: | Problem | |
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| In Problem, Nubs_Select writes:
| | expect a wait of about a month to get a response from the help desk
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Wow! A month? They have really improved their service. I didn’t know that
John P
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| | | | | | | | | Author: | Nubs_Select | | Posted: | Sep 23, 2022 21:30 | | Subject: | Re: No one responding to help requests? | | Viewed: | 33 times | | Topic: | Problem | |
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|  yah from what I've heard its minimum of 3 weeks now so they are making
progress!
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| | | | | | | | | | | Author: | macebobo | | Posted: | Sep 24, 2022 00:59 | | Subject: | Re: No one responding to help requests? | | Viewed: | 28 times | | Topic: | Problem | |
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| In Problem, Nubs_Select writes:
| | yah from what I've heard its minimum of 3 weeks now so they are making
progress!
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Jason,
Where are you getting this information?
-- John
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| | | | | | | | | | | | | Author: | Nubs_Select | | Posted: | Sep 24, 2022 01:05 | | Subject: | Re: No one responding to help requests? | | Viewed: | 26 times | | Topic: | Problem | |
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| In Problem, macebobo writes:
| | In Problem, Nubs_Select writes:
| | yah from what I've heard its minimum of 3 weeks now so they are making
progress!
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Jason,
Where are you getting this information?
-- John
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People in The forums saying they messaged the help desk c amount of days ago
and there been no response and it always seems to be between 2-4 weeks
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| | | | | | | | | | | | | | | Author: | macebobo | | Posted: | Sep 24, 2022 01:10 | | Subject: | Re: No one responding to help requests? | | Viewed: | 29 times | | Topic: | Problem | |
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| In Problem, Nubs_Select writes:
| | In Problem, macebobo writes:
| | In Problem, Nubs_Select writes:
| | yah from what I've heard its minimum of 3 weeks now so they are making
progress!
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Jason,
Where are you getting this information?
-- John
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People in The forums saying they messaged the help desk c amount of days ago
and there been no response and it always seems to be between 2-4 weeks
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How is this acceptable in 2022. Customer service is not that hard. I am going
to start calling them the helpless desk in the forum.
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| | | | | | | | | | | | | | | | | Author: | Nubs_Select | | Posted: | Sep 24, 2022 01:11 | | Subject: | Re: No one responding to help requests? | | Viewed: | 30 times | | Topic: | Problem | |
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| | | How is this acceptable in 2022. Customer service is not that hard. I am going
to start calling them the helpless desk in the forum.
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| | | | | | | | | | | | | | | | | Author: | StarBrick | | Posted: | Sep 24, 2022 05:14 | | Subject: | Re: No one responding to help requests? | | Viewed: | 36 times | | Topic: | Problem | |
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| Call Lego directly  ? |
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| | | | | Author: | Sadler_Bricks | | Posted: | Sep 23, 2022 19:21 | | Subject: | Re: No one responding to help requests? | | Viewed: | 42 times | | Topic: | Problem | |
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| Give it some time i believe they are just a few people working on a lot of requests.
Sadler_bricks
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| | | | | | | Author: | legoman77 | | Posted: | Sep 24, 2022 11:19 | | Subject: | Re: No one responding to help requests? | | Viewed: | 31 times | | Topic: | Problem | |
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| In Problem, Sadler_Bricks writes:
| | Give it some time i believe they are just a few people working on a lot of requests.
Sadler_bricks
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That is the problem. Given that they are behind and always have been, The Desk
(bad to use help when referring to The Desk)will always stay behind if they do
not catch up at some point.
John P
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| | | | | | | | | Author: | Nubs_Select | | Posted: | Sep 24, 2022 11:46 | | Subject: | Re: No one responding to help requests? | | Viewed: | 22 times | | Topic: | Problem | |
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| In Problem, legoman77 writes:
| | In Problem, Sadler_Bricks writes:
| | Give it some time i believe they are just a few people working on a lot of requests.
Sadler_bricks
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That is the problem. Given that they are behind and always have been, The Desk
(bad to use help when referring to The Desk)will always stay behind if they do
not catch up at some point.
John P
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Kinda reminds me of when I was being homeschooled and I had to convince my mom
to let me skip like half a year of school work so I could be caught up again
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| | | | | Author: | UTLF | | Posted: | Sep 23, 2022 21:13 | | Subject: | (Cancelled) | | Viewed: | 35 times | | Topic: | Problem | |
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| | (Cancelled) |
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| | | | | | | Author: | legoman77 | | Posted: | Sep 23, 2022 21:31 | | Subject: | Re: No one responding to help requests? | | Viewed: | 40 times | | Topic: | Problem | |
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| In Problem, utlf writes:
| | In Problem, Babaghanoosh writes:
| | Hello,
My store was closed July 2021 for non-payment of fees ($11 balance was paid 1
month late, I was on vacation). I would like to re-open my store but no one
seems available or willing to answer help desk tickets.
Any way I can get an assist on this?
Thanks!
|
Bricklink really needs to hire more people to handle the help desk & actually
communicate with the community, as it stands right now it's just a waiting
game; they expect sellers to be prompt and on time with everything, meanwhile
tickets sit unresolved for weeks, if not months
The fact that there are posts like this every other day is enough justification
and proof that the current system they have going on isn't working; you'd
think that things would improve now that Bricklink is owned by Lego, which is
a billion dollar company with a huge ability to fund things, but it seems to
have stayed the same, or maybe even gotten slightly worse; I know Lego said things
wouldn't change once they took over, but I didn't expect them to be so
literal about it
I know the Admins are humans and they can only do so much, but that's also
a sign things need to be improved and that the workload is too much for the current
employees - just hire 2 - 3 more people to work on the support/public relations
side of things and communicate with the userbase more often & get feedback on
things rather than being radio silent
I obviously don't know the innerworkings of BL, but I've been using the
site long enough to understand some things need to be smoothed out
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It really pains me to say this, but the customer service of eBay is so much better.
Even PayPal’s is better. It is sad. Dan would never have let this level of service
go unabated.
John P
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| | | | | | | Author: | jbroman | | Posted: | Sep 24, 2022 00:30 | | Subject: | Re: No one responding to help requests? | | Viewed: | 33 times | | Topic: | Problem | |
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| We sure haven't heard much from CE_Tanja, our Community Engagement Director.
The last post she made was in June.
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| | | | | | | | | Author: | macebobo | | Posted: | Sep 24, 2022 00:54 | | Subject: | Re: No one responding to help requests? | | Viewed: | 26 times | | Topic: | Problem | |
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| In Problem, jbroman writes:
| | We sure haven't heard much from CE_Tanja, our Community Engagement Director.
The last post she made was in June.
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It sure is disappointing! I was hopeful and excited for the things that she was
talking about. Now not so much, I just feel like TLG/Bl is blowing smoke up our
posteriors and it is not enjoyable in the least.
It is creating a fear of uncertainty since there is so little transparency into
why the help desk is so unresponsive.
We, the buyers and sellers, are the customers dang it. We deserve better. We
need to demand better!
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| | | | | | | | | Author: | wildchicken13 | | Posted: | Sep 24, 2022 03:39 | | Subject: | Re: No one responding to help requests? | | Viewed: | 30 times | | Topic: | Problem | |
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| In Problem, jbroman writes:
| | We sure haven't heard much from CE_Tanja, our Community Engagement Director.
The last post she made was in June.
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Yeah, she's currently busy responding to help desk tickets
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| | | | | | | | | Author: | jennnifer | | Posted: | Sep 24, 2022 16:00 | | Subject: | Re: No one responding to help requests? | | Viewed: | 37 times | | Topic: | Problem | |
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| In Problem, jbroman writes:
| | We sure haven't heard much from CE_Tanja, our Community Engagement Director.
The last post she made was in June.
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Sadly, following in the fine tradition of the last 10 years of community people
who introduce themselves and then disappear.
When they say 'community' then mean: NOT YOU FORUM. Perhaps they are
all busy at events and on social media and stuff??
Jen
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| | | | | | | Author: | jbroman | | Posted: | Sep 24, 2022 03:04 | | Subject: | Re: No one responding to help requests? | | Viewed: | 37 times | | Topic: | Problem | |
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| In Problem, utlf writes:
| | In Problem, Babaghanoosh writes:
| | Hello,
My store was closed July 2021 for non-payment of fees ($11 balance was paid 1
month late, I was on vacation). I would like to re-open my store but no one
seems available or willing to answer help desk tickets.
Any way I can get an assist on this?
Thanks!
|
Bricklink really needs to hire more people to handle the help desk & actually
communicate with the community, as it stands right now it's just a waiting
game; they expect sellers to be prompt and on time with everything, meanwhile
tickets sit unresolved for weeks, if not months
The fact that there are posts like this every other day is enough justification
and proof that the current system they have going on isn't working; you'd
think that things would improve now that Bricklink is owned by Lego, which is
a billion dollar company with a huge ability to fund things, but it seems to
have stayed the same, or maybe even gotten slightly worse; I know Lego said things
wouldn't change once they took over, but I didn't expect them to be so
literal about it
I know the Admins are humans and they can only do so much, but that's also
a sign things need to be improved and that the workload is too much for the current
employees - just hire 2 - 3 more people to work on the support/public relations
side of things and communicate with the userbase more often & get feedback on
things rather than being radio silent
I obviously don't know the innerworkings of BL, but I've been using the
site long enough to understand some things need to be smoothed out
|
Should they hire some volunteer admins (like cat and forum admins) to help run
the help desk?
Might get some of the mundane easy stuff out of the way faster.
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| | | | | | | | | Author: | UTLF | | Posted: | Sep 24, 2022 03:11 | | Subject: | (Cancelled) | | Viewed: | 28 times | | Topic: | Problem | |
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| | (Cancelled) |
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| | | | | Author: | yorbrick | | Posted: | Sep 24, 2022 00:53 | | Subject: | Re: No one responding to help requests? | | Viewed: | 26 times | | Topic: | Problem | |
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| In Problem, Babaghanoosh writes:
| | Hello,
My store was closed July 2021 for non-payment of fees ($11 balance was paid 1
month late, I was on vacation). I would like to re-open my store but no one
seems available or willing to answer help desk tickets.
Any way I can get an assist on this?
Thanks!
|
Maybe they need to charge late fees to help cover the costs of hiring someone
to deal with store suspensions after sellers fail to pay their fees. Given you
get about six weeks to pay, excuses for not paying always seem a bit lame. Did
you really have a six week vacation and not check email once in that time?
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| | | | | | | Author: | Nubs_Select | | Posted: | Sep 24, 2022 01:03 | | Subject: | Re: No one responding to help requests? | | Viewed: | 24 times | | Topic: | Problem | |
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| | | Maybe they need to charge late fees to help cover the costs of hiring someone
to deal with store suspensions after sellers fail to pay their fees. Given you
get about six weeks to pay, excuses for not paying always seem a bit lame. Did
you really have a six week vacation and not check email once in that time?
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I do concur with this. It seems quite common for sellers to not pay their fees
and then expect an immediate response from bricklink to reopen their store whenever
they want to use bricklink again.
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