Etsy Chat not responding

[LittleAgencyCo]

Hi everyone,

I've noticed something strange with Etsy's chat support recently. After the initial questions show up and then a message that says, "Thanks. Let me connect you with a customer support agent. Please share more about what they can help with," I don't receive any further responses. It's frustrating to wait for assistance that never comes.

Has anyone else experienced this? How did you handle it, or did you eventually get a response? Let's discuss and share insights on dealing with this issue.

Thanks!

[ChillwolfArt]

I have not used Etsy Chat.  But from other Threads, it appears Chat has changed in the recent past.  One other scenario, I hope this is not a (fake) Chat, a scammer.  There have been Forum reports of scammers posting as Etsy Chat.  I hope that is not the case with you, but just be on the safe side.

[audreytherese]

When did you try using chat? You just say recently. If it's right now they're probably overwhelmed with everyone that can't find their listings. 

I used chat on Monday and was able to speak with a rep within a couple of minutes. 

[myperfectjunk]

Hello, I am having the same issue. An agent came on line chat, asked me for my information, I explained to them my issue, and never came back. It's like the chat is frozen. I can type in the chat, but no one is replying, since yesterday.

[HallelujahTree]

When I tried chat earlier in the week it showed me 4 possible subjects I could ask about, none of which remotely related to my query.  Eventually I had to choose a random topic and it then asked for the last 4 digits of my cc, my bank a/c and my tax ID from memory.  I added them all, triple checked them but I just got an error message saying they couldn't be verified and that was the end of that.  Very odd.

[MarjVintageTouch]

Are we talking about Star Seller's chat or different chat? 

[AprilandKiwi]

I have been having that issue for weeks. I have contacted Etsy numerous times and they still haven't fixed the promblem.

[honeyandivy]

I am having the same issue for weeks as well.  No response from the Etsy chat support.  I've submitted emails too but no response either.  

[QuirkyAntiquesStore]

It took me 5 emails and 3 weeks to get them to unfreeze it LAST time. The agent doesn't close out the chat properly so it's dead space. You can type all you want and no one responds. After getting it back open I now consider it my nuclear option-one time use.

[GlassyFields]

My last chat was about a week ago. There was a popup saying the wait time was 1 minute. I waited 4-6 minutes. While waiting I typed in my issue.

It showed the agent coming on. It took several minutes for the agent to type something.

While chatting there were long pauses.

I believe that the agents are handling multiple chats simultaneously.

Sounds like it could be worse, with agents dropping chats.

There is a feedback option at the end. (Happy or Unhappy face). Send an unhappy face and that may trigger getting a feedback form 'how did we do'.

I worked in IT. When the help desk is not staffed adequately, or when the training is poor or the systems are poor ... there are waits, pauses and drops. And even with a well-run help desk, there could be fire drill in the building or some other unusual situation.

[QuirkyAntiquesStore]

If you got the "rate this chat" then the agent closed the chat out properly. That's not happening with most people so the agent has left but the window hasn't been finalized. Its now dead space you can type in with no chance of a response.

[GlassyFields]

it could also be a network outage ... or a system failure ... help desks use systems that rout the chats to the next available agent. Those systems also track times, aborts, all kinds of data.  

how well the help desk is run really comes down to how Etsy prioritizes it ... (I worked for IT companies where help desks were valued and a high priority ... well staffed, lots of training, robust systems with backups, levels so that issues could be escalated based on complexity.)

when a help desk has glitches, it is frustrating for the users. And sadly, all they can do is try again.

[TasselsofGraceCo]

I have had the chat open for a week now. its the same response everytime and I am getting nothing back 

[CryzalisDesigns]

you need to close the chat, refresh and type another question to restart