Customer services sucks - totally unresponsive

I've paid for the top-level $149/month plan which includes Campfire, however, it continues to block us from using unlimited chats and list ads within the conversation. This has been a problem for months now. After several attempts to contact customer support, we still haven't heard anything back. Ugh. Anyone here have connections to 37signals customer support?

I’m frustrated

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JF replied on June 08, 2008 21:24

Hi Mark. We reply to everyone within a few hours of receiving an email.

We take support very seriously so it's troubling to read that you haven't heard back from us.

Have you checked your spam filter? Perhaps it got caught up in there? That has happened before.

We're known for excellent response times and great support:
http://www.37signals.com/support

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Mark Schoneveld replied on June 25, 2008 22:16

Thanks, JF.

I was actually posting for my coworker who's more frustrated than I am. However, he says he's posted many tickets for service and hasn't received any replies. He's checked back several times (according to him). He uses Basecamp A LOT and he's a huge advocate of your services. He's just been frustrated by this one problem (not getting Campfire to work). I'll tell him to post again, and hopefully he'll hear back.

I’m thankful

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Sarah Hatter replied on June 25, 2008 23:35

Hi Mark,

I'm sorry to hear that your friend is having this issue. This situation sounds incredibly frustrating for him, and we're always here to help our customers in any way we can. To say that we are unresponsive is unfortunately not true, but there is probably a simple explanation for why we haven't received this person's emails.

We don't offer support on Get Satisfaction, we offer it for our customers directly on our own websites.Your friend is more than welcome to email me personally for any help, sarah@37signals.com. I handle all support for 37signals and handle all Campfire upgrades within minutes of receiving the request. I can guarantee you that if we haven't replied to your friend, it's because we haven't received his email.

I'm not certain what ticket system he's using to send us emails, but our support email for Campfire is support@campfirenow.com. For Basecamp, it's support@basecamphq.com. Again, my direct email is sarah@37signals.com.

I'll be happy to comp his Campfire account and make sure he's refunded for any charges made to his Campfire account after he upgraded to Basecamp max.

I’m Sorry

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Mark Schoneveld commented on June 26, 2008 03:24

Awesome, Sarah. That's super helpful! I will pass him this info asap. Thanks for being so cool. My apologies for my seeming annoyance... (can I change the title of this thread?).