Archived Who is on the other end of MySupport? (Vent, cry, laugh, help, for everyone!)

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Next time a pricing issue happens, just use store apps to adjust the price in the system. I gave up mysupporting those issues a few years ago. They never helped out.
 
The best is when I call and they say thanking for calling target client support my name is David. No no your name is not David I can't understand you transfer me to someone I can understand. I called last week about missing equipment that lady repeatedly said yes we sent you new equipment last week is there anything else I can help you with? Ya where is the rest of my equipment? Yes we sent you the new equipment last week and I will be marking this incident as closed. WTF
 
BigEyedPhish said:
My favorite response to a MySupport so far... (I am a newish Signing Specialist so I am SURE I will be on the brunt end of the most hilarious responses and I am only 6 months in).

Hello, I would like to let you know we received this Display (###-##-####) Broken off of the truck, for *Insert POG Number" and was wondering if we could receive a replacement as soon as possible.

Any help would be appreciated,
Thank you,
Brad Pitt

Their response was, (literally in the most concerned tone you can possible type).

"Please do not try to sell this item, it is a Display and not meant to be sold, and will not work actually work.

Thank you for contacting HighSupport.

Now, everytime I type in MySupport I feel like I am hitting my head against a brick wall. as I know 98% of the time it won't work...


They did however help me once in a huge way... they told me that the sign number on sap is the DPCI minus the two 00's, which should show everyone exactly how good my training was...
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Displays also changed recently, you research them now if it is broken/missing. Zero it out and they send you a new one.
 
The primary function of MySupport for me is a delayer, not so much an answerer (but on rare occasions after I've restated it 20 times). If I have submitted a MySupport about the issue, at least I can say that the verdict is pending so I can move on to item number 2 out of my project list of umpty-hundred for the day.

The most common scenario for MySupport for me is explaining the problem in super detail, including photos from different angles, appending relevant documents, citing sources, and then getting a reply back that doesn't even address the question and mentions something that I had already stated.

For instance, there is a particular kind of signing that, in the past, was never on POG and never would be. It was a set-on-arrival, and had no take-down date that I could remember, so I sent in a photo of it in place, the number off it, when it had been put up, and explaining that this kind of sign doesn't even exist in the general POG system so looking it up by POG would do no good, asking if they knew of a takedown date. Answer: We're not showing it on POG, so take it down. Replied back re-explaining "not on POG" being an invalid answer and why. Answer: If you're having trouble putting it up, just throw it away. Replied back that the picture I had sent SHOWS THE SIGN UP ALREADY and the entire question being when I should take it DOWN. Finally they reply back with a takedown date of a few weeks out.

And that is a pretty common event. Every time I see something marked "Resolved" I wonder which ways they misunderstood this time, and it's always something I never think of because the interpretations are so bizarre..
 
Wave Ballerino said:
The most common scenario for MySupport for me is explaining the problem in super detail, including photos from different angles, appending relevant documents, citing sources, and then getting a reply back that doesn't even address the question and mentions something that I had already stated.
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that is exactly what happened to me!

At the time, I was thinking "Well, no shit. I already knew that..." and then found a work around on my own.
 
I once had an issue when I first started where nearly every camera in my store went offline for some reason, and CSC's AP specialists were of absolutely no help at all. I was told that they'd "get back to me" at some point. Long story short, cameras came back online about an hour later, and three days later I get a call back saying "We still can't identify the problem, is it still going on?" and when I told them the problem was fixed on its own, they were shocked.
 
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I once requested an early ESIM pickup because I had ~20 full bins. Made the mistake of mentioning i also had a lot of special handling to sort.

Their response was pretty much "you're doing it wrong, try reading workbench." Which in fairness i was ESIMing more than i needed to but still.

Ended up spending the next month requisitioning two or three bins a week until they pickup guys had roughly 30 bins to deal with.
 
jenna said:
At the time, I was thinking "Well, no shit. I already knew that..." and then found a work around on my own.
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A couple times my responses somehow earned me a reprimand by MySupport itself, to the general effect that, I would appreciate a friendlier reply since we are part of a team. I would have been friendly if you had given me the answer you finally did after I re-explained everything I had already explained 80 different ways, that you could have answered based on the information from the initial question.

Another time, which took over 2 months to resolve, I was looking to order a common kind of hardware that attached to the shelf a different way than was listed in the catalog. I found one in the catalog that was similar, but had the wrong connector. I stated the wrong number, and showed side-by-side views of why it was wrong, next to the good kind which we already had some of but wanted more. I asked a simple yes/no question: if it was possible to order the other kind. If I can't order it, I can't order it. Simple question.

I think I literally had around 20 back-and-forth replies, and at least 3 of them told me that I should order the part number I had already said wasn't the right one. Pictures, diagrams, rephrasing, reasons why the laws of physics required the different connector. I took photos of it in detail, even showing it next to a measuring tape to prove it was a certain length, and zoomed out to show the full size, circles, arrows, and even color-coordinated comments with different colored arrows to indicate thoroughly that the one in the catalog was not the right kind, but they just couldn't grasp it and would never give me no for an answer. At one point they tried to tell me that I wasn't even looking for what I was looking for. I finally asked for them to let me contact the actual manufacturer of the company that makes the old style, which they did tell me, and I asked that rep and he replied exactly what I needed to know in about 2 sentences of explanation: they don't make it like that anymore. Done. The rep even sent me a schematic of the exact piece I was talking about, and told me he would bring it up at the next meeting that they should reconsider the old design.
 
Had a register issue the other day that the GSTL had already opened a ticket on so I was told to call csc for an update on when the vendor would be out to repair. Csc dude told me the vendor still had 72 hours to respond to the ticket. The csc dude then told me, and I quote, "sorry buddy, but I can't help you." I was like what?!....on the positive side at least it was a dude speaking regular English and not somebody from India I suppose.
 
As I am reading all these I am feeling soooooo much better!!!! And completely giggling in hysterics!!! :D

One of my mysupports stated I tried to contact the vendors you gave me phone and email to and there was no response. I asked for assistance because I needed stuff. They told me to contact the vendor :confused: That is the shortened 10 back and forth email.

I got a sign in. No instructions. I'm not sure what possessed me but.... Well yeah. It was a different size than anything I had. So well I had to. They told me to check the whole area after giving me a part number, that had they checked the information I had given them, very clearly would have put that idea to bed, added another 3 days. However: that issues WAS remarkably resolved, one of VERY few.:eek:

And then (and I have had this happen more times than I can count) after explaining I don't have the part number but this is what I need.....
I'll let you guess what they asked for. :mad:

I swear none of these people watched Sesame Street as kids!!! :(
 
I think I am in the minority here, but I honestly think MySupport has gotten about 1000x times better over the last 2 years or so. Sure you still get some terrible answers, but that is usually when its after hours and Target India is responding. I also have been getting a response in 24hrs on most things over the last year.
 
signing guy said:
I think I am in the minority here, but I honestly think MySupport has gotten about 1000x times better over the last 2 years or so. Sure you still get some terrible answers, but that is usually when its after hours and Target India is responding. I also have been getting a response in 24hrs on most things over the last year.
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I consistently get nothing for days. I think they flagged me in the system though.
 
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