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Help desk absent?

I wanted to make a small withdrawal to aone of my payment options and oDesk withdrew my entire balance. I initiated a help desk ticket right away, and because it's obviously a time-sensitive issue, it was escalated immdeiately. Or at least that's what the person told me.

Since the window on being able to cancel a withdrawal is clearly limited, she told me she'd update me within an hour. The reason it couldn't be taken care of right away is that the only person in this global organization who can effect a cancellation of a withdrawal wasn't yet at work. Or at least that's what I was told.

After 2.5 hours, I'm still waiting - it doesn't appear as if any escalation took place after all, or if it was, it wasn't taken seriously. It looks as if when they get around to updating me, they're going to tell me that the window for cancelling the withdrawal closed because too much time elapsed.

Is this the standard for this kind of help request?

dale315

Vote Result

++++++++++
Score: 10.0, Votes: 1
Update

After complaining to the help desk, I got this response:

Thank you for contacting the oDesk Support Team.

We wanted to let you know that we have received your request and are currently looking into this for you. Please feel free to update this request at any time with any additional information that you feel would be useful.

We will respond as soon as we have an update for you, and we appreciate your patience in the meantime.

This use of a form letter intended for a response to a first-time request for help is worse than no response at all.

Conclusion

The withdrawal was cancelled as I requested. To oDesk's credit, they didn't just sit on it until time expired to cancel the withdrawal, especially once I started making a nuisance of myself.

Nevertheless, communication is important, especially when time is an issue. Most people would prefer to hear that the problem's being worked on, but hasn't been solved yet, especially when their money's involved.

And if you promise someone you're going to give them an update by a certain time, ignoring the deadline you set for yourself is almost guaranteed to add to the level of frustration your customer is feeling.