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  • 1.  Does this company have no direct customer service?

    Posted 11-10-2021 02:51

    I am trying to sort out an issue with my account and I cant find any direct support all I get is chat bots and online tutorials, software just doesn't work!!!

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    Chris Randall
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  • 2.  RE: Does this company have no direct customer service?

    Posted 11-10-2021 07:05
    Hi Chris 

    Apologies to hear you are struggling to reach out to our Customer support teams.

    We have different avenues of reaching Customer support,
    1. Chat Bot as you mentioned
    2. Raising a case via your support portal - Steps can be found here, https://support.8x8.com/support-services/support/how-to-create-a-case-with-8x8-technical-support 
    3. If you need to call to speak live with an expert:
    Call us at - UK: 0207-096-6060, US: 1-855-977-7731, Australia: 1300 088 917, New Zealand: 0800452545

    Hope this helps you to contact our support team.

    Thank you
    Zoe

    ------------------------------
    Zoe Birch
    Customer Experience Program Manager
    8x8
    Aylesbury, Bucks, United Kingdom
    ------------------------------



  • 3.  RE: Does this company have no direct customer service?

    Posted 11-11-2021 02:15

    When I try and open a support ticket I get this error!!!



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    Chris Randall
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  • 4.  RE: Does this company have no direct customer service?

    Posted 11-11-2021 06:20
    Hi Chris 

    Please can I advise you call our support team using one of the numbers below to establish why you are unable to log into your account. I was unfortunately unable to find your account with the email address you provided to me so calling support would be your next option so we can assist you. 

    Call us at - UK: 0207-096-6060, US: 1-855-977-7731, Australia: 1300 088 917, New Zealand: 0800452545

    Thank you
    Zoe

    ------------------------------
    Zoe Birch
    Customer Experience Program Manager
    8x8
    Aylesbury, Bucks, United Kingdom
    ------------------------------



  • 5.  RE: Does this company have no direct customer service?

    Posted 11-11-2021 06:31

    Just called the number and it asks for a phone number entered the phone number from my dashboard and it says not recognized, please can you ensure that my account chris.randall@tradermade.co.uk is canceled and you do not change my credit card.

    Many Thanks

    Chris

    --

    Dawson House

    5 Jewry Street

    London

    EC3N 2EX

    United Kingdom

    support@tradermade.com

    tradermade.com



    This message is confidential and intended for the use of the addressee only.
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    While we scan all our mail for viruses, you should verify the safety of all attachments in this email before opening.  Internet communications are not guaranteed to be private or secure and Tradermade Systems Ltd accepts no responsibility for changes made to this message after it was sent.  
    Tradermade Systems Ltd, Kingfisher House, 21-23 Elmfield Rd, Bromley, Kent, BR1 1LT, United Kingdom.  http://www.tradermade.co.uk






  • 6.  RE: Does this company have no direct customer service?

    Posted 11-11-2021 11:28

    Am I doing something wrong?

    1. I go here: https://support.8x8.com/support-services/support/how-to-create-a-case-with-8x8-technical-support 
    2. The page instructs: "Click Get Support in the right corner of this page"
    3. I click the "Get support" button -- a link for
    https://sso.8x8.com/login/selfservice but which actually brings me to: https://8x8.force.com/s/
    4. At https://8x8.force.com/s/ , there is a "Support" option, i.e.:

    5. I click the "Support" option -- a link for https://support.8x8.com/Starter but which actually brings me to https://support.8x8.com/express
    6. At https://support.8x8.com/express , I'm whipped back to a page which offers just chat bots, online tutorials, and FAQ type support articles. No mention of cases or creating case is apparent as I can see.

    Am I missing something? Thanks for any help!



    ------------------------------
    John Everett
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  • 7.  RE: Does this company have no direct customer service?

    Posted 11-11-2021 16:43
    Hi @John Everett,

    We're really sorry for the confusion. We're currently in the process of looking at bridging a technical gap offering web case submissions to Express customers. In the meantime, if you are unable to find answers to your questions via the Knowledge Base at support.8x8.com, you can use Otto from the Knowledge Base or here on the Community (the little red speech bubble icon in the bottom right corner) to connect to live chat support for help. Thank you for posting! We are doing our best to understand and address these experience gaps!


    ------------------------------
    Joel, 8x8 Global Customer Care
    (he/him/his)
    Minneapolis
    ------------------------------



  • 8.  RE: Does this company have no direct customer service?

    Posted 11-12-2021 12:01

    Thanks @Joel Sandi

    It did seem like much of the support information was geared to a different service tier, with features/options that Express didn't have -- but the documentation never explicitly ​explained those tiers and service distinctions. (And the end result is advice that sends one in a loop or towards a dead end.)

    Similarly, (when in 8x8 Express, e.g., the red speech bubble in https://support.8x8.com/express), if I try Otto, the bot will respond to questions with articles matching keywords. However, it'll follow up and ask if I found the links helpful, but when I say, "No", it just says "Sorry..." (with no handoff on how to get an agent.)



    Similarly, in Express, when I type 'agent', it just dead ends:


    Alternatively, if I'm in 8x8 (e.g. the red text bubble here in community), the 'agent' functionality does seem to work:



    However, the initial service request form doesn't seem to include Express as a support option:


    The Express option is pretty affordably priced, so I'd understand if it doesn't include a lot of hand-holding type support. But, if that support isn't actually offered, it'd be good to know not to try looking for it.

    I will however put up my questions here on the community, which seems like a fine alternative to me.

    Thanks,
    John



    ------------------------------
    John Everett
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  • 9.  RE: Does this company have no direct customer service?

    Posted 11-15-2021 08:47
    @John Everett - You've pretty much nailed it. However, we do need to make this vastly clearer, and we are working internally on improving that now. In the meantime, I appreciate your feedback and your engagement here. We look forward to helping you more via the Community!​

    ------------------------------
    Joel, 8x8 Global Customer Care
    (he/him/his)
    Minneapolis
    ------------------------------



  • 10.  RE: Does this company have no direct customer service?

    This message was posted by a user wishing to remain anonymous
    Posted 11-18-2021 15:59
    This message was posted by a user wishing to remain anonymous

    When my credit card got hacked and cancelled, 8x8 was very prompt at cancelling my service with no warning email, no phone call, no text, no communication whatsoever, even though I'd been a customer for 10 years and never missed a payment!