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Where is the support question I posted?

Ibrahiim Onyesoh

Thats it I am off. Support is so bad now its not worth bothering

2/3 days I posted a question as all 3 of my landing pages were not submitting -- pending. Came back today and as far as I can tell my question hasn't even been posted for comment. 2 days lost for absolutely nothing.

Will be moving away from Brizy immediately

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Comments

8 comments

Date Votes
  • Doina P

    Hello Ibrahiim,

    Thank you for your message!

    Regarding what you said, first of all we are deeply sorry for this inconvenience but we have not received any messages from you here in the Support for the past week. Whenever you wrote to us, all your post have been approved and replied, see this https://jmp.sh/C80tpps . At the same all your comments, as well have been approved and replied - https://jmp.sh/VIaDLKv . You have a private ticket that has been fixed and closed - https://jmp.sh/WdH39J7 . Even this negative feedback has been approved to the community and replied to. Please make sure you sent us your questions and if you have any, please ask! We are happy to help!

    Have a nice day and kind regards,

    Doina

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  • Ibrahiim Onyesoh

    Hi Doina,

    I know the process here, been here over a year. Support can be as long as a piece of string. So I have learnt to accommodate. I posted the question/issue saw the dreaded "pending approval" corner notification and went about my business to return 2 days later. Despite the urgency of my problem expecting a resolution. 

    Which is 3 landing pages that I cannot connect to zapier to or remove old zapier links from. Its not the sort of thing you just forget to post about no matter how long support takes. I posted the issue. 

    You are correct. But it's not the fact that they were replied to that irks me. It's the fact that I have learnt to accept 2 day support delays as normal. I wouldn't accept it anywhere else and I am not prepared to do so here. Its an increasingly competitive space and you need to do better to retain my business. 1yr+

    Best

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  • Doina P

    Hello,

    Thank you very much for your message!

    Regarding what you said, first of all we are very sorry for the fact that in the past you encountered problems as waiting for our response. We try to be as receptive as possible and I promise you we are better at this. At the same time, Support is not available in the weekends, as for now. We will work on this as well. Please believe us when we say that we did not receive anything from you and ignored it. The last question we had from you was on the third of august, see this : https://jmp.sh/iexE9IS   At the same time you can see here all of the recent question we had from you. 

    We are very much sorry, but if we can help you know now , please tell us! 

    With the best regards,

    Doina

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  • Ibrahiim Onyesoh

    Hi Doina,
    Again another perfect case in point. I understand no support on weekends. It's not perfect in an always on digital world our Brizy assets live in but we all have lives. So Im good with that.

    My point is that, if for a moment I put aside the missing support ticket there is are different types of support. Im facing this a lot recently and have decided enough is enough. Where suppliers seem more concerned with proving themselves infallible when the best thing is to actually roll into it, take full responsibility of the bat and deal with the problem no fluff, no fan-fair. And do it over and over again. I like that type of support.

    Instead, while you do accept partial responsibility its clear your focus is proving you didnt actually make a mistake. Made clear by the fact that in the second paragraph of my earlier statement I clearly state what my issue was. Which means Ive submitted that ticket twice now and losses not included, both times its been ignored.

    That was 15 hours ago. And we still haven't got to the back and forth. So by my calculation thats 2 days for the lost ticket, 2 days ago I sent the rant and another 2 days possibly to resolve my issue if Im lucky. 

    Im now referring you back to my earlier message again making it 3 times I have submitted a support request for the same issue. 

    I think you'd agree if you were in my shoes running a business that's unacceptable.

    best

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  • Dimi Baitanciuc
    • Edited

    Hi, 

    I've looked into this my self. Sorry this happened to you, all the data we have access to points to that (my colleagues shared the screens to prove it). I'm sure you agree that we can't answer tickets or posts that don't exist in the system. All your posts were approved according to our policy. And the pending system is in place for our customers protection, some of them post sensitive information (despite all our warnings that this is public community forum) and we have that in place to screen any sensitive info from the messages before approving them. 

    This is the first time I'm seeing this since we are using Zendesk. If you did indeed post them the only logical explanation is that is something wrong with Zendesk, the system we are using. We'll email Zendesk see if they can look into it somehow. From the data we get from them this screen show exactly what you have posted and when - https://jmp.sh/pshpDXS.

    What we get frequently is customers replying to a post by email and sending a reply to one of our notifications (that is a no-reply email). From what I understood you created new posts right ?

    If you want us to help, it seems that comments on this post are working, let us know the issue you have and our colleagues will try to help here in this post.

    If you decided already for a refund (and it is still possible to do according to our refund policy), we'll respect that and go for that it's not a problem. But I'd hate to lose your as a client for not answering in time to tickets that don't exist.

    Anyway, let us know your decision and we'll respect it. 

    All the best.

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  • Ibrahiim Onyesoh

    Hi Dimi,

    Thanks for the very protracted and drawn out explanation.

    Unfortunately it does absolutely zero for fixing my issue now 7 DAYS OLD.

    I will be closing my account nt but for now please FIX MY ISSUE as you are still charging me obvs. I need to migrate my pages away.

    Ive had a look at Brizy supppet here and on facebook and i have zero confidence in Brizy stopping a nose bleed.
    Complaints are pilling up, very slow development and now7 day old support!

    Ok lets try something new. What i respectfully ask for is you fix my problem for a, service I pay you for. It is not fit for use.

    I would ask for Webhooks which are an industry standard everywhere. Are they available now are still on the slowest development boat to China?

    I was pissed at 2 days. Im livid at 7. Fix my problem or don't.

    Which one is it??

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  • Doina P
    • Edited

    Hello again,

    Thank you for your message.

    Regarding what you said, as we understand your issue is that you want to migrate your pages "I need to migrate my pages away." "3 landing pages that I cannot connect to zapier to or remove old zapier links from". To do that you have to clone the form and re-connect it again. This is a known issue, that has not been solved yet.

    Besides this, we would like to make a refund to you as we see that we do not collaborate together. We hate to lose a customer and we do not run from responsibility but we have a strong feeling that in the future we will have this type of conflicts again. There are some problems that take quite a while to solve. We do not want to waste your time or nerves nor ours. Even if it has passed 30 days since you have been using Brizy and it can not be possible to make the refund from the site, please give us your PayPal address and we will make the refund ( do not worry your private information will not be exposed for the public).

    Hope this made things clear. Sorry again, hope to hear from you soon and thank you. 

    With the best regards from the Brizy team,

    Doina

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  • Ibrahiim Onyesoh
    • Edited

    Hi,

    So tried the clone form and it doesn't work. The same 3 now defunct zapier links are still there and refuse to budge. A new zapier webhook link cannot be added. If it's a known issue why isn't resolved? Or am I missing something.

    Just finding time to set up pages in another platform. Will tell you when I am done and you can initiate the refund. 

    Thx

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