oDesk Community - Customer Support - Comments

When you select a category

jpittenger — Tue, 22 Jul 2008 16:22:24 +0000

When you select a category and it brings you to a help page it always has the following message at the top:

"Users who select this topic are usually looking for the information contained in this page. If this page doesn't answer your question, click here to continue and submit a question to oDesk Support." (the here link would take you to the form)

Perhaps we should put this message in a box so it stands out more.

The user invitation form, banner/link code, details of the referred users, and referral fees earned can all be found in My oDesk -> Billing & Payment -> My Referrals. You can learn more about it here.

Jacqui Pittenger :: Forum Moderator
Need help? Visit the Help Center - http://www.odesk.com/help :: Are you oDesk Ready? Take the ORT today!

help ticket

jsaddul — Tue, 22 Jul 2008 07:43:37 +0000

I am a new user (I just registered yesterday), the help ticket just doesn't help that much because it just goes back to the FAQs which I read already. I want to know how to get to the referral program and it asks me to go to the help ticket which doesn't say anything about the referral program....I need help here....

This is probably why you get customer support complaints.....

Feedback

raquino — Fri, 18 Jul 2008 01:30:00 +0000

Nicaud,

I will be reaching out to you directly and think we should discuss your situation on the phone.

Our verification process is in place because of the high priority we put on security. I am happy to explain exactly what happened on your account . We know this process can be improved and want to listen to your feedback.

Thanks,

Ron

oDesk

You are very lucky girl

nicaud — Thu, 17 Jul 2008 05:53:16 +0000

Dear Doreen,

It seems you are really lucky girl, on my side the situation is still the same ... So after three days, what can I say ... I received three messages in three days, and I am always at the same point ...

That's all ...
You should buy some lotery tickets ... perhaps ...

oDesk and Teams

doreenmartel — Wed, 16 Jul 2008 19:12:02 +0000

nicaud wrote:

Just to tell people who are using ODESK to take care ... Just manage very small projects with ODESK, because the day you start to manage a team, you will loose precious time and money with the very, very bad administration of ODESK ...It will take you days and days to correct mistakes from ODESK because nobody answer in the customer support .... What customer support ????

I want others who happen upon this message to get another picture of this. I moved over to an affiliate situation in March - and through my lack of understanding of the process made several mistakes and caused myself some really un-necessary grief. oDesk staff was ALWAYS very responsive, and extremely helpful to me during the process. I have NEVER had a problem with support and I also manage a team.

Doreen

My friend Raquino

nicaud — Wed, 16 Jul 2008 18:16:34 +0000

The problem my friend, is that I did not add a card ... It is still the same for 4 months ... So as you can see it is not a matter of security process, even your colleague Michele from the customer support cannot see that my account is suspended ... I add to send screen copies to show her ... So it is much more a bug than a security feature my friend ...

We take payment verification

raquino — Wed, 16 Jul 2008 18:01:12 +0000

We take payment verification very seriously and cannot rush into resuming an account without investigation. We understand you have been billing for 4 months, however, must verify every time a card is added into the system for the protection of our users.

Again, I'm sorry your account was temporarily suspended and you were not satisfied with the follow-up process.

What do you call an answer ?

nicaud — Wed, 16 Jul 2008 11:52:30 +0000

Mister Ron,

If you are considering what your customer support team is answering to me as an answer, you should better change job ...
If answering "We have received your request" is considered like an answer, you should spend your night talking to answerin machines.
Regarding my payment method I've been paying using that payment method for 4 months now ... So do you seriously need to verify it after having charged 25.000 USD on my payment method ?????

It is no use to keep me updated because you do not even understand you are not talking about potatoes or beans, but about people working ... time and money ...

Have a good day, without me my friend ...

Please see response given to

raquino — Wed, 16 Jul 2008 07:09:00 +0000

Please see response given to burgunze here.

Nicaud-
I have reviewed all tickets you logged and I see you got an
update immediately and even responded back to the ticket. Why are you
saying you got no answers when you clearly got an update and responded
back?

We apologize for your account being suspended but, as we
explained, you were not able to correctly verify your payment method.
Our team is working on getting this resolved and will continue to keep
you updated.

Thanks,

Ron

oDesk

My friend I already have opened 15 tickets but no on answer

nicaud — Wed, 16 Jul 2008 05:22:04 +0000

My dear friend from ODESK ...What you say is just the proof that you administration is too bad because I opened 15 of your tickets with no answers .....
And today I will loose one day, me and my providers, and I do not even know why ??? and nobody at ODESK cares !!!!

i too not receive answear from support

burgunze — Wed, 16 Jul 2008 02:49:13 +0000

i too not receive answear from support

very bad`response for problems

I apologize if you had a

jpittenger — Wed, 16 Jul 2008 00:30:35 +0000

I apologize if you had a bad experience. I do not have access to the help ticket system so I cannot comment on your particular circumstances.

In general, the best way to contact customer support is through a help ticket, not the public forums. Most help tickets are taken care of in less than 24 hours. However, some issues do require escalation and can take several days to resolve (especially if it's over a weekend when the managers are off duty).

We have many happy buyers and provider companies successfully managing teams and projects of all sizes through the oDesk system. If there is ever a specific issue you (or anyone) would like addressed, please submit your question or suggestion via a help ticket. Every single one of those is read, and we always appreciate the feedback!

Jacqui Pittenger :: Forum Moderator
Need help? Visit the Help Center - http://www.odesk.com/help :: Are you oDesk Ready? Take the ORT today!

Customer Support

nicaud — Tue, 15 Jul 2008 20:08:16 +0000