I enjoy using Fiverr to complete a variety of simple or repetitive tasks, as well as for creative work that is beyond the scope of my interest or ability. Many of the sellers I've worked with have been competent, pleasant to correspond with, and have delivered satisfactory results. In essence, I felt that I got value for my $5 investment in their product offering.
However, Fiverr customer support doesn't always provide the same level of competent service. I e-mailed them with a concern: I couldn't contact a seller who had screwed up a job, and was getting a cryptic error message. Turns out, the user was no longer with Fiverr (not shocking, with how they underperformed repeatedly for me). My original email was:
Quote:
I'm trying to contact a seller who has bungled my order. They have replied, but I cannot reply back to them. I keep getting the following message:
"For privacy reasons, this user may not be contacted directly."
What's going on?
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They replied that the user was no longer with Fiverr, and felt that this resolved the issue. Not being a guy to take "no" for an answer, I proceeded to hold them to account about not getting satisfaction from the seller. They answered:
Quote:
Hi there,
We apologize for the delay, we are experiencing a high volume of tickets at this time. Your initial request stated that you simply meant to get in touch with a user but could not reach them, and that issue was addressed; there was no mention of uncompleted orders until your most recent follow up - we can certainly assist you with that, can you please tell me a bit about these orders? I see the orders marked as completed in April of 2013.
Regards,
Jason
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To which I replied:
Quote:
I'm not sure if you mean you didn't read the original ticket, or didn't understand it, so I'm not sure which problem you need help with. The initial complaint started with the following sentence:
"I'm trying to contact a seller who has bungled my order."
Did you interpret this to mean that I was satisfied, and I would like to pat him on the back? I'd probably deduce, from the admittedly limited information provided, that the seller had provided unsatisfactory service or otherwise not fulfilled their end of the bargain, hence the use of the word "bungled". I apologize for my attempt to lighten the mood by using a colloquial term; perhaps I should rephrase: "The seller failed to meet the standard prescribed by the title and description of his offered service."
I'm happy to hear that Fiverr is willing to pay you to play semantic games all day with customer tickets, but I am not so well compensated to waste time. I'd like the jobs to be completed as per the description provided by the seller, or for all jobs to be refunded promptly, without forcing me to copy and paste excessively or correspond endlessly about minutiae.
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I'm waiting for a reply, but I figured it'd be worth a chuckle for a few of you here.