Chat support unresponsive

[mandingojunction]

Had initiated a chat support last night, nothing was resolved. Tried to get some help with the issue (password reset not working for another account) again this morning but there is no response. The previous thread is still showing, but all attempts to muster a reply have been fruitless. I read in one of these forums the key was to type in "Chat with agent" but it does not help. Does anyone know how to refresh chat support?

Thank you etsy Forums!

[JJewellerySuppliesUK]

Are the business hours those of Head Office in New York?  If so, perhaps chat isn't open yet.

[mandingojunction]

i am not sure what business hours are at head office  NY, but i managed to get someone on chat around 11pm EST two days ago, and someone chatting yesterday morning, which makes me thing the team at chat central is working 24/7 over in New Delhi

[GlassyFields]

Did you actually chat with someone - who couldn't resolve your issue?

or

Were you unable to chat with anyone.

I've used chat a number of times. The person that I'm chatting with is part of a help desk setup. Although they might be able to answer a question or provide some guidance, often all they can do is relay the issue to someone who can help. For example my last issue, getting removed from a test ... the support person said they would notify the team with my request to be removed. Another issue, something that didn't seem to be working right, they said that they would let the technical team know.

This type of support can be frustrating but it is a pretty common approach to providing support. Sometimes the issue gets resolved by whoever the issue was passed on to and sometimes not. But other than the forums where there are lots of experienced and knowledgeable people providing insight and advice, it's the only option. I'm not wowed by Etsy support, but it has worked for me in a number of instances and failed to work in others. The glass is half full.

[mandingojunction]

Chatted with someone at chat support and actually got someone on the phone, but it was all just a waste of time, which is fine, being locked out of my account frees up a lot of it since I can't answer messages promptly, losing that badge, can't provide customer service, losing the reviews badge, and can not print labels, losing the on time shipping badge. Your observations is correct, anyone you speak with can only inform a "dedicated team", and I am aware this a common approach to providing support, and would agree with you it is not a "wow" experience (except by the perspective of "wow, that's messed up"). However, I take umbradge with the "glass is half full". I contend the glass is neither half full nor half empty, the glass is refillable!. Thank you for your thoughts