Technical Support for Constant Contact fails to live up to what is promised during onboarding.

[RobinF422]

It takes a lot for me to file a written complaint. It's been over a week since my initial call to CC regarding a booking error clients receive when visiting my site. Informed that it needed to be escalated I waited for next steps. I received a generic email from a gentleman who on the escalation team in technical support that did not provide an estimated time for completion or what the concern is with my website. After sending 3 follow up emails with no response, I have lost confidence in CC providing support for my website & store. 

I have received courtesy from other departments when calling, and it appears that they too are shocked in the level of service I am receiving. I am unable to calculate how much revenue I've sacrificed while waiting patiently to receive any response or resolution that fits the needs of my business and my clients. 

The restriction of the escalation team not making or receiving calls from anyone (even with the company) only supports the idea that Constant Contact is not truly in support of small business honors and their website/store needs. I believe I've made a mistake by switching to Constant Contact, and it's reflecting where it hurts as a business owner - credibility and revenue.

It may be a little late to restore my confidence, especially since I'm still experiencing issues without any sight of resolution. Although, perhaps this complaint will prompt conversations within leadership to revisit the current technical support experience. 

Thank you for this lesson of how I do not want my customers to feel.

[Frankie_P]

Hi @RobinF422 thank you for sharing this feedback with us! This is definitely not what we want our users to experience. In fact we have submitted your feedback to the appropriate teams on your behalf. We have also taken a closer look and can see this experience has since been resolved. A member of the Website's Builder support team has also attempted to follow-up with the phone number on file. If this is still occurring or if you have any additional questions on this, please respond directly to the email sent by Website Builder support as we would be happy to assist you further.