Bring back the US Customer Service team

[beautyShip]

The new outsourced Customer Service staff on Phone Support is the worst Support team I've ever spoken to. 

Not only do they NOT KNOW how to use Shipstation, they won't ask questions to get clarification. I have to go around in circles repeating myself over and over again. I'm literally training them on how to use Shipstation and explaining my process and logic of my steps.  

The US support staff knew how to use SS better than me. If they didn't know, they were able to figure it out using the gist of my explanation; I didn't have to walk them through the process from start to finish. 

This is the 2nd support call where I spent over an hour without a resolution. Not only was the issue not resolved, the support agents didn't understand the actual problem. 

[CaraAdmin]

Hello @beautyShip!

Thank you for sharing this feedback with us. We genuinely value hearing about your experience with our international support team, as it helps us identify improvement opportunities. I’ve shared your comments with the appropriate team so they can review and use this input to guide improvements. 

Your feedback is important to us, and we’re committed to continually enhancing our support.

Happy Shipping!

-Cara

[Ktinamk188]

Yep, i have an open case where they holding my money from me and customer service has completely ghosted me for over a week. 

[jeremy_S-and-S]

100%

I spent SO long on chat Friday because the agent kept giving me an answer that was not what I was asking. I have to call to ask now, so hopefully it will go better.