Xero Community - Telephone support
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We offer nothing other than friendly, prompt, and helpful support, seven days a week. We constantly strive to improve our online environment, ensuring it's transparent, user-friendly, and safe for both house sitters and home owners. Since we've been in business for well over a decade, we have just the right experience and knowledge to make our service rewarding for everyone. We value integrity and always act on the feedback of our customers. Matt Oldfield Community Manager Xero's customer service is absolutely appalling.
I'm currently paying for a solution which is not working and is 'Xero' use to me and my business. Please don't insult me and your customers by saying that you "believe in most instances e-mail support allows us to understand your issue better". There is no scenario ever in which sending an email provides you with a better understanding of an issue than having it explained by a person.
The truth is that Xero does not care about its customers enough to provide telephone support and this is not acceptable. I generally think mails like this are a complete waste of time for all concerned but on this occasion I feel it warranted.
The string of similar complaints should tell you that I'm not the only one that thinks this way. You invest so much time and money trying to generate new business customers and then fail to provide good customer service to the extent that people like me actively tell people within their communities and networks why you should never use your services. I regret ever having used Xero and would encourage people to avoid it like the plague.
We are in the process of evaluating other solutions and cannot get away from this company. Sorry again for the hassle James. I posted my previous comment on 20th March 4 days ago and wanted to provide an update for any users as equally frsutrated about not having access to telephone support.
I received a reply from Matt above on the 22nd and a call today from Amanda to discuss the challenges I've been receiving. I have to say that I was really impressed with the support I;ve had from both Matt and Amanda and their help has gone a long way to making me feel happier about Xero and feeling like a valued customer.
I still think that there should be telephone support avaliable to customers who are unable find the answers they're looking for. I do understand that to provide 24hr dedicated support is something that must be done properly and thus comes at a cost. I also understand that that cost would undoubtedly be passed back to us. Maybe you could offer a service where you pay a bit more to have telephone support? I think my challenge comes down to communication. It transpires that there was a known problem with my bank feeds and yet, despite being a Barclays customer, I was not informed that there was a problem.
Had a general email gone out to all Barclays customers which you must know from the feed telling me that there was a problem and it needed fixing then I probably wouldnt have been so angry.
All in all, the guys did pick up the phone and help me with their problem. It took longer than I would like but I think it's fair to say that they got round to it and did a good job. Thanks James Hill Pleased to hear you managed to get this sorted out with our Yodlee Bank Feeds team James, and thanks for providing an update here.
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Phone support isn't in our plans right now, but can understand your thoughts on this. In the meantime, for others viewing this thread we're more than happy to give you a call to resolve any complex situations. Matt Oldfield Community Manager I understand that an open telephone supprt line will not get the query directly to the right team and expert.
Would it not be useful to have a tick box on the e-mail query form to tick if the issue is urgent as you need to advise your client quickly. That way if you would prefer to speak to someone rather than get an e-mail "sometime in the next 24 hours" you have the option to ask for it.
Maybe the box can only be available to Xero certified advisors, not their clients, which should cut out the simple nuisance mails requesting a call. Xero - you are a service provider so please provide the service your customers want. Please set up a telephone support line for those times we need an urgent response. Also each reply from a different person each time I reiterate my problem and each time have to wait another 24 hours before I get the same reply again.
This has been going on for 10 days now 10 replies and I am seriously frustrated. I am finding this very frustrating and choose xero as i thought you were one of the best, i am beginning to regret this decision and find it un exceptable that i am going to have to wait 2 weeks in total just for a response to help me solve my issue without it actually being solved!!
Not good, i should be able to live chat or call to get to the bottom of this!! Claire Singer When are Xero going to start listening to their customers? Having posted some weeks ago, I get notifications when anyone posts a comment and I feel for these people as I know exactly how they feel.
Almost 35 comments have been posted in the last 6 months. When you consider that this is undoubtedly a tiny percentage of all those customers experiencing problems I imagine most have found other posts to comment on or simply can't be bothered to complain over emailXero will have hundreds of disgruntled customers. The message you are giving to me and your other customers is "I don't care if you've got a problem, we'll deal with it when we get round to it" and "We don't want to invest in telephone support because it will cost us more money than we want to spend and there's no win for us".
I said this in my last post and I'll say it again. Why don't you charge for premium telephone support? Many will say that you should offer telephone support to your customers for free - and I agree. But at least then I could pick up the phone and speak to someone. I would rather have a faceless, money-grabbing service provider that I could talk to than an ignorant, evasive and careless service provider that hides behind emails.
To reiterate the comments of another poster - you are a service provider. Start providing a decent service. James Hill I have brought it up several times over email as also when I do get a call from Xero on their "unknown" number. I have lost all faith in Xero over this issue and am actively looking to switch to another company. What a headache that will be.
Xero has no interest in opening a phone support line. Someone has made up their mind and will not be swayed by customer feedback or evidence of poor customer support.
Telephone Support I would like the option to be able to call a support team member when I have an issue. I appreciate that on line helps work but at times I need to speak to some one with either an urgent issue or to explain the content of a support response which makes no sense.
I would even pay for this?
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I have asked over times for someone to call me back and nothing David Bell Our main form of Support is via email, but Support can give you a call back if required. I can see you've had some emails with our team about Yodlee bank feeds, and also other general Xero issues. If you reply here and let me know what this is about, I'll arrange for one of the team to call you.
Btw, I've merged this to the existing telephone support Feature Request. Reps email is unhelpful and off point.