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We started to work with this service about 2 months ago. Customer service is great and it is able to synch with loads of platforms.
However there is a huge problem that we are not being able to solve and not getting any solution for.
We are having loads of difficulties and emails that are lost and unanswered.
This issue is causing a large number of unhappy customers and the replies we received from Edesk, left us no option but to start answering emails directly from the email in order not to miss any customer inquiry.
This is extremely disappointing as its a huge issue that is currently pending with no solution.
Hi MoYou team,
Thank you so much for your feedback. I'm really glad to hear that you’ve had a positive experience with our customer service and that the platform’s synchronization with various systems is working well for you.
I’m truly sorry about the email issues you’ve been facing. I completely understand how frustrating it must be to deal with lost and unanswered emails, especially when it affects your customers. This isn’t the experience we want you to have.
The problem seems to be linked to some limitations within Gmail. While this has been a tough challenge, I want you to know that our team is hard at work finding a solution. We’re making improvements as I write this, and we’re committed to fixing this as soon as we can.
In the meantime, if you have any urgent concerns, please reach out directly to me, and I’ll do everything I can to help. Your feedback is incredibly valuable, and we’re dedicated to making things right for you.
Thanks for your understanding and for sticking with us.
Best,
Eamon MacSuibhne
Customer Support Manager
eDesk Support Team
We have been using eDesk for around three years; however, we've found their pricing to be significantly higher than their competitors'. Despite paying a premium, the product has not met our expectations. We've consistently faced issues with bugs on eDesk's platform, which have severely affected its usability and our ability to provide effective customer support. Additionally, there have been recent incidents of our customers receiving duplicate messages, an issue that persisted for three weeks despite our efforts to resolve it with eDesk's support team. Unfortunately, the responsibility for these problems was ultimately attributed to us, which was quite disheartening. After considering other vendors, we decided to switch to a more cost-effective and reliable service provider. We also sought a refund from eDesk due to these ongoing issues, but our request was denied. Based on our experience, we recommend that others consider alternative solutions.
Hi, I'm sorry to hear you haven't been satisfied with the product so far. I am going to assume the new ticket creation is linked to our etsy integration? My name is Eamon and I would like the chance to turn this review around. I f you have some time free tomorrow Friday or next week I would like to give you a call and we can share screens to better guide you around edesk. I'll reach out to you on email also via our existing tickets.
Kind Regards
Eamon
Customer support manager
https://www.edesk.com/integrations/shopify/
I've been trying to get XSellCo to provide us with a refund since January 25th after we requested to cancel our account in writing. We were billed again on Feb 6. They require you request to cancel 14 days before your next billing cycle. We were hoping they would cut us some slack as we requested 13 days prior instead of 14 but no luck after many emails back and forth.
I was told that the language we used in our written request: "we're trying to cancel our account," didn't suffice. The customer service agent responsible for handling my request contradicted himself explaining his position for not issuing a refund though we hadn't used the service in weeks at least twice in our communications. Our request to have the issue escalated to a manager was ignored.
Read the terms and conditions before you sign up for this service and know that you'll get NO HELP from them.
Cheers.