Worst Customer Service I've Ever Experienced

Platform discussions
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This seems like an appropriate place to suggest changing your customer service model.

I’ve been a customer of Monday’s for 5 years with two different companies. Last company had 50 employees and the current is at 5 and growing. We used Monday to track orders, schedule deliveries, run service, etc. The platform was great! I decided that I wanted to build something similar for my new company and was interested in upgrading to the enterprise plan. Easy enough right? Wrong. It’s been over a month, and Monday’s customer service team responds once a week and passes you on to a new representative each time. All I want is some basic questions answered about the plan and not have to wait 7 days in between responses.

How hard is it for someone at Monday to pick up their phone or schedule a zoom to discuss the perks? Does the corporate account not have a column for “phone numbers” lol.

I don’t want anymore links to Monday Academy, I don’t want anymore videos on how to create an account (I clearly have one), and I don’t want a link to “Mondays certified people whatever” whom I can pay $5,000 to, to have them show me the basics.

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Hi @ChristianMerrell,
Sirah here from Mindflows!

Sorry to hear you’re having trouble. I’ve gathered a couple of resources that might help:

  1. Live Chat & Email Support – You can reach out directly to the Monday.com support team here: Contact Support
  2. Monday.com Knowledge Base – A great place to search for helpful guides and articles: Help Center
  1. Monday’s Plan and Inclusions: monday.com pricing and plans
    There’s some information on the inclusions of each plan.

Hope this helps! Let me know if you need anything else.

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Hi @ChristianMerrell, Bri from the monday.com team here. I really appreciate you taking the time to share this and for sticking with us through the years. It’s clear you’ve invested a lot of time into the platform and Im sorry to hear about the frustrating experience you’ve had trying to get your questions answered, especially when you’re exploring an Enterprise plan for your new business.

I wanted to let you know that one of our Billing Customer Experience Managers has reached out to schedule a Zoom call with you directly. I want to make sure your questions are answered clearly and without any more delays.

We’ve also passed your feedback along to our senior Customer Experience team, who are actively looking at how we can improve our processes to better support our users.

Please let me know if there’s anything else I can do for you and thank you so much for your patience!

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Had the same thing not long ago trying to get onto the CRM product - months of silence despite taking various angles

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I am dealing with this right now. I just keep shuffled from bot to bot it seems (even when they email direct) with links to things I have clearly already tried. Is there any way of getting a HUMAN to connect with by phone?

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Hey @bwilson-murray, I’ve connected with our support team, and they let me know they were able to hop on a Zoom call with you to address your questions. Please don’t hesitate to reach out if you have any additional questions or need further support, we’re always happy to help!