Support Responses Non-Generic, Please

[YesItsRoy]

As it happens, I have 4-5 Support requests in via email.  They're on various topics -- Fabric identifies as Digital Download, Authenticating without Cell, Products where customers shouldn't be able to Edit This Design are able to do so, and I can't remember what else right now.

In every case, the Service Rep has responded with either "we need more info" or "it's taking longer than expected."  I have no idea what they're talking about.  I suppose customers are writing in with one request, but when it's a designer, we're all over the place and could well be a customer too.

This morning a lovely person said "we need more information," and I sent "which request?," and I got "it's taking longer than expected."  Well, heck yeah, it's taking longer -- because all we're doing is trading emails. 😅

Please include our original request in the response or at least give us some clue of topic in the initial response.  Then we can use the case number in the email (never the subject line; that always changes) to identify the topic.

Thank you.

[mgdesigns]

Yes, include the email we sent, please.

Also, fix support asap. It used to work great, now it seems it's AI automated and completely wrong all the time. I have 2 support requests, on one I'm on the 3rd email and on another in the 5th, and they still send me to random articles, say things I didn't ask about, congratulate me on waiting to create a design (when I have a tech problem),... I send the original questions, photos, and videos, and yet they can't get me to talk to a person who can read my email?

This is NOT normal anymore and it should be prioritized. It's been going on for months and if creators are faced with this kind of "support" what are customers seeing? This is not ok anymore. Please fix it.

[chefcateringbiz]

I've been having a great deal of trouble with some reusable grocery bags that have been printed out of a certain facility that does just a really terrible job, and after several purchases and refunds and terrible service I sent some of the bags to Robert Beaver certified mail with a letter and received ZERO response or acknowledgement. I'm about to order more bags to see if anything's been done, but have little hope.