Expert Help.. Live help..?

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Expert Help.. Live help..?

Darling Dove Darling Dove
There used to be live expert help, that I really miss! Now, you have to email someone for them to help you.. usually the reason I went to live help is cause I had emailed and gotten no reply, or not a complete reply, or the person was simply busy. I really wish there was live help still... it's difficult to wait hours and hours for a reply, not knowing if it will come or not.
08/26/2009
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Victoria Victoria
Quote:
Originally posted by Darling Dove
There used to be live expert help, that I really miss! Now, you have to email someone for them to help you.. usually the reason I went to live help is cause I had emailed and gotten no reply, or not a complete reply, or the person was simply busy. I ...
A few questions: Have you chatted with Customer Service? They're live right now. Have you 'left a message' for any of the offline Live Chat experts? And who have you emailed with requests?
08/26/2009
Darling Dove Darling Dove
I've been emailing partners@edenfantasys. com and havent gotten any reply.
08/26/2009
Victoria Victoria
Quote:
Originally posted by Darling Dove
I've been emailing partners@edenfantasys. com and havent gotten any reply.
I looked in the Partners account and you emailed twice today - within an hour of each other. That's quite different from being ignored.

At any rate - I am recruiting a few new people to join Expert Help. I am live on there now. I will sign in for a few hours every day. If I am not on, leave a message. Or call Customer Service, or live chat with them too. There are many options here.

Quite honestly, you should please understand that if you email and do not get an instant answer it is because everyone at this company is working very hard. We get to every email, just not always right away. Emails sent on weekends and after business hours will be answered on during the next business day if possible. This is all standard in most every office.
08/26/2009
Darling Dove Darling Dove
I did not say I was ignored, I said I had not gotten a reply. I have now gotten a reply. I was worried because I was receiving system messages, and yet was not being replied to via normal emails. At no point have I said I was deliberately ignored.
I do understand that, at the same time, I was worried because there was obvious activity and system mails are sent through the partner account, thus making me think someone was ON the partner account. Now I know that is obviously not true, and I will be more patient next time.

What I missed specifically, was seeing who was online in the upper linkbar. 9/10 I check and nobody is online during normal hours. I only ever get to leave messages, which is fine, and I have done it before- But I still miss live chat in general, which was much much more active when it was a new feature and seems to have fizzled out now.
08/26/2009
Victoria Victoria
Quote:
Originally posted by Darling Dove
I did not say I was ignored, I said I had not gotten a reply. I have now gotten a reply. I was worried because I was receiving system messages, and yet was not being replied to via normal emails. At no point have I said I was deliberately ignored. ...
3 of the people on Expert Help are never on. You're right about that. And I have asked that 2 of them be removed.

Gary manages the Partner email as well as a few others. Just as I manage multiple emails accounts. There are real people checking them but we also do regular email blasts and newsletters from some of these accounts too - which is why it might be confusing.

To say that everyone at Eden wears many hats is an understatement, but we're always happy to help.

We welcome you to call with any questions, use the ticket system or use live chat whenever you'd like. Hopefully we'll have a bigger group of Expert Help people soon. Thanks for being understanding. If you have any questions, you can always email me directly: victoria@edenfantasys. com
08/26/2009
Total posts: 6
Unique posters: 2