I'm on day 2 of waiting in a long queue to hopefully talk to a real human person. I submitted a support ticket on 9/8 and was told I'd receive an email follow-up. I never did, so I talked to the chat bot again and was told the agent handling my ticket would be made aware that I asked for an update, and that I would hear back in 1-2 days. That cycle has happened 4 times and I've never received an update.
This is extra frustrating because Monday's whole thing is 'let AI do it for you' but their own AI bot told me they can't handle the nature of my ticket and it had to be escalated to a developer.
Yesterday I finally went all-in in trying to reach a real person through the chat feature and was placed in a 206 minute wait and I wasn't able to stay the full time to see if they ever responded. Today I am trying again and am currently waiting in a 159 minute queue for a real person.
We are on an Enterprise level subscription, and I just find it extremely ironic that as I wait in this never-ending line to talk to a human, I'm staring at this web page (attached). This is the only software company I've ever worked with where a real-human isn't accessible within 20 minutes - especially as someone on their highest membership tier.
Monday seriously needs to hire some real human beings to help them with their support response time, and maybe spend less time/energy on the AI features for a second.