I have been trying all day to get support via chat and nothing works. The only thing that works is the stupid red chat button that just wants to redirect you to pointless articles.
What gives? You disabled it or something?
The chat system feels like a real downgrade. The old chat system was one of the best features of inmotion, please bring it back! There's nothing telling me how long I have to wait, and I've already waited half an hour, which I've never had to do before.
Thank you for your feedback. Starting tomorrow, we will relaunch our live chat system.
Last week I "chatted" with support, waited 2 hours before I left the chat, then finally got a response that was basically a shrug 2.5 hours after I initiated the conversation. I'm currently in hour 3 of waiting. While I'm mostly waiting for technical support, I also had questions about upgrading my services, which I will certainly not be doing once my plan is up in a couple weeks. It's super frustrating. A little transparency goes a long way, like noting that support is backed up so customers don't wait half a day for "24/7 support"
Thank you for your feedback. We understand the frustration that you and many others have experienced lately. Starting tomorrow, we will relaunch our live chat system.
Hi. For weeks now I try to get a "human" to chat with. To no avail. I waited a few times for hours already, just to watch nothing moves up in the chat window. Nothing. Very frustrating and annoying. I think there is no service at all anymore because asking for help with a ticket gives no result as well. My question comes back repeatedly without any answer! Wake up pls.
Thank you for your feedback. Starting tomorrow, we will relaunch our live chat system.
We understand that for some of you, this update in our live chat service was challenging, and we sincerely apologize for any inconvenience or frustration it may have caused. Our main goal has always been to give you the best possible customer service experience, and in this instance, we recognize that we fell short of your expectations.
So, we're pleased to announce an immediate reversion to our previous live chat system, effective February 13th, 2024. Our chat system is available 24/7, as always, to ensure your questions are being answered. Additionally, we want to assure you that we are actively working through open tickets you may already have with us to provide the best support.
We want to express our gratitude for your patience and understanding throughout this process. Your feedback has been invaluable in helping us identify areas for improvement, and we're committed to continuously refining our services to better meet your needs.
Moving forward, you can expect the same level of dedicated support and world-class customer service that you've come to expect from us.
Last week I "chatted" with support, waited 2 hours before I left the chat, then finally got a response that was basically a shrug 2.5 hours after I initiated the conversation. I'm currently in hour 3 of waiting. While I'm mostly waiting for technical support, I also had questions about upgrading my services, which I will certainly not be doing once my plan is up in a couple weeks. It's super frustrating. A little transparency goes a long way, like noting that support is backed up so customers don't wait half a day for "24/7 support"
Hi. For weeks now I try to get a "human" to chat with. To no avail. I waited a few times for hours already, just to watch nothing moves up in the chat window. Nothing. Very frustrating and annoying. I think there is no service at all anymore because asking for help with a ticket gives no result as well. My question comes back repeatedly without any answer! Wake up pls.
I don't know what inmotion has done to its live chat support, but it is absolutely abysmal. There's no cue to show where you are in line, no ability to estimate how long you'll be waiting, no one to update things, and seemingly no way to easily chat with a human in any reliable, consistent, timely, or useful manner.
I'm so disappointed in this epic failure of support. Your support professionals are great if and when I can actually reach them, but it's become so difficult and convoluted trying to get one of them on the live chat that the live chat is completely useless. I can't honestly call it a "live" chat anymore.
I'm so frustrated and disappointed in inmotion's downgrade to their "live" chat support. I'm reading the same sentiments all over forums and chats with your customers. Please listen to me and your customers, inmotion, and restore your live chat support to its former usefulness and efficiency.
I'm currently trying to get a hold of a human for a time sensitive issue, but I've been waiting over and over with no idea how long it will be the last 3 days, desperately hoping a human will answer my "live" chat technical support question.
I'm quickly losing confidence in in motion's ability to provide timely and accessible live chat support. hope inmotion gets this straightened out soon, as this is a real deal breaker and slap in the face to customers who, like me, had come to rely on Inmotion's previously stellar live chat support.
The chat system feels like a real downgrade. The old chat system was one of the best features of inmotion, please bring it back! There's nothing telling me how long I have to wait, and I've already waited half an hour, which I've never had to do before.
Hello Marcus,
Thank you for reaching out and sharing your concerns. We want to assure you that we are not eliminating our live chat support. It remains an integral part of our service, and we are continually working to enhance our live conversation experience.
If you initiated a conversation via the red widget and received the message "Thank you for answering our questions. The next available Customer Support specialist will be with you," rest assured that your conversation is in the queue. We understand the importance of timely responses and are doing our best to assist you as quickly as possible. Currently, we are experiencing a higher volume of contacts than usual, which might be causing delays.
Your feedback is invaluable to us, and we appreciate your patience during this busy period. We're committed to providing you with the quality support you've valued over the past 3–4 years.
Thanks, Derrell; however, the new upgraded chat system does not indicate where I am in the queue. The old system did, and it gave me the ability to plan and wait without becoming impatient. The new system gave me no idea where I was in the queue, so after 45 minutes or so, I just gave up. You have to bring back important visual cues like this as my concern could not be resolved by an email response that came much later.
So chat service is still down? I used the new red button, which seems to be just AI, but after much button mashing, it gave me the impression I was being directed to a live agent. After an hour, I realized this is not the case, and no one is responding and I have no idea if I am in a queue or not.
That is not good at all.
The one thing I liked most about InMotion for the last 3–4 years was live chat support. Now I don't have it. I cannot afford old-fashioned phone calls, and email support feels like a downgrade to something you would have used 10 years ago.
Hello Marcus,
Thank you for reaching out and sharing your concerns. We want to assure you that we are not eliminating our live chat support. It remains an integral part of our service, and we are continually working to enhance our live conversation experience.
If you initiated a conversation via the red widget and received the message "Thank you for answering our questions. The next available Customer Support specialist will be with you," rest assured that your conversation is in the queue. We understand the importance of timely responses and are doing our best to assist you as quickly as possible. Currently, we are experiencing a higher volume of contacts than usual, which might be causing delays.
Your feedback is invaluable to us, and we appreciate your patience during this busy period. We're committed to providing you with the quality support you've valued over the past 3–4 years.
So chat service is still down? I used the new red button, which seems to be just AI, but after much button mashing, it gave me the impression I was being directed to a live agent. After an hour, I realized this is not the case, and no one is responding and I have no idea if I am in a queue or not.
That is not good at all.
The one thing I liked most about InMotion for the last 3–4 years was live chat support. Now I don't have it. I cannot afford old-fashioned phone calls, and email support feels like a downgrade to something you would have used 10 years ago.
Hiya
From AMP I can select chat just above fill in a support ticket and fill it out but the blue button (start chat) now does nothing for me.
I can also click on the red one (Chat with Billing or Technical Support) which appears to launch a separate chat interface but as I said all that is is an AI infinite loop of try this article. It did at one point lead me down another path but then wanted the last 4 digits of the account CC etc.
For me normal chat that I am used to does not work from AMP
We recently upgraded our chat system, but unfortunately there are some kinks we're still working out. We're very sorry to hear about the difficulties you've encountered, and appreciate the feedback. While we're working on resolving any issues with chat, please feel free to contact our support team through our phone line or by submitting a support ticket.
Also, I want to make sure you're not encountering a bug. You mentioned that it only redirects you to articles. Were you able to actually get a hold of someone? If not, can you by chance share a screenshot of what you're seeing?
We understand that for some of you, this update in our live chat service was challenging, and we sincerely apologize for any inconvenience or frustration it may have caused. Our main goal has always been to give you the best possible customer service experience, and in this instance, we recognize that we fell short of your expectations.
So, we're pleased to announce an immediate reversion to our previous live chat system, effective February 13th, 2024. Our chat system is available 24/7, as always, to ensure your questions are being answered. Additionally, we want to assure you that we are actively working through open tickets you may already have with us to provide the best support.
We want to express our gratitude for your patience and understanding throughout this process. Your feedback has been invaluable in helping us identify areas for improvement, and we're committed to continuously refining our services to better meet your needs.
Moving forward, you can expect the same level of dedicated support and world-class customer service that you've come to expect from us.