Update: LinkedIn has redeemed themselves
I’m frustrated….and I can tell you I’m a pretty easy going, understanding individual most of the time.
I’m hoping enough people read and pass around this post so that the big dogs over at LinkedIn are at least forced to respond to my futile cries for help with a service for which I paid LinkedIn!
Here is my story.
I use LinkedIn everyday, participating in groups, discussions, connecting to others, etc. I love the network and have found it adds value to my business, as many others have realized as well.
LinkedIn recently launched their DirectAds network. Basically, you can pay to have a text ad displayed on targeted profiles. You pay a certain amount for 1000 impressions of the ad. I decided I would try out the network to advertise my service to lawyers and law firms on LinkedIn. I started with their minimum of $25, to see the results and I would take things from there.
On February 18, I opened my DirectAds account, paid LinkedIn my $25, and created my ad. I set the ad to run for 2 weeks.
LinkedIn provides a DirectAds login where you can view your current ads, completed ads, as well as stats updated each day showing impressions, click throughs, amount spent so far, etc.
After 5 days of running my ad, and about $9 spent, I went to my DirectAds account and all information was gone. It says no ads exist, there are no stats, no funds in the account, nothing.
Since LinkedIn provides no phone contact information, I went to the customer service portion of the site. I submitted a request stating my issue and received the following automated response:
So I waited in vain for a response from customer service….nothing. The next day I went to the feedback section of LinkedIn’s site and submitted the same request stating that I had an issue and would like a response…..nothing.
I waited another day and then decided to repeat my futile efforts by submitting another request to the same unresponsive customer service dept., the only known outlet I have to address this issue.
This time I stepped up the rhetoric, letting them know I have received no response at all about my issue and they seemingly have taken my money without providing me the service they said they would. I only want a response to let me know they are addressing the issue or I would take it up with my credit card company (which frankly is a road I don’t want to go down and one I haven’t done yet)……nothing.
That final attempt at contacting customer service was on February 26th. It is now March 3 and I have yet to receive a response from them. My DirectAds account is still not showing there ever was an ad that existed, and I am an unhappy customer.
I understand that problems will occur and I know that the DirectAds network is in Beta. I am willing to deal with technical issues and mistakes, but I am unwilling to pay money to a company that has no ability to handle customer service issues (especially for their paying clients).
Here’s me hoping that a small time blogger can be heard, and at the very least get a response to my issue from LinkedIn.
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{ 12 comments… read them below or add one }
So frustrating to say that my experience — both as a user, proponent and investor of LinkedIn (my time to create my profile, upload my precious contacts, engage in multiple groups and participate in the associated dialogue), reflects the SAME DISSATISFACTION with LI’s sucky customer service! Who at LI isn’t paying attention???
Especially when you’ve paid to upgrade, it is grating NOT to get timely, accurate and personalized service in response to a need or complaint. Feel free to add my comments to your notice to LI.
I recently had a similar problem with LinkedIn. I paid them $25 to “upgrade” to a “business account.” Immediately thereafter, my home page went blank and my LinkedIn account is almost useless. I have sent them at least five emails about this, with no response as to when or if ever they will fix this. (They also refused to refund my $25!!!) I suppose I could find a phone number for LinkedIn to complain if I tried hard enough (?) or wasted more time on this (not).
I have had a similar lack of response to an issue of my profile not being complete. It was complete at one time, as I had three recommendations, but shortly after receiving the third recommendation it disappeared. Since I have had no response to my attempts to address this issue I have resisted upgrading my account to more easily be able to email contacts. I am also reluctant to pay for services to an organization that resists providing anything resembling customer service. The customer service telephone number, for what it is worth is 650-687-3600; my call there today just resulted in my being able to leave my information for them to ignore.
It is absolutely impossible to connect in an intelligent and satisfactory manner to LinkedIn customer service. It is a fool’s journey. I suggest you call Corporate and do not get off the phone until someone speaks with you. I have already contacted the tech section of the New York Times and will continue to contact any and all media who can help me get an answer to my questions. hope this helps
Thanx for this useful post. But I had difficulty navigating around your website as I kept getting 502 bad gateway error. Just thought to let you know.
Glad you liked the post. Thanks for the heads up. Seems to be alright now, server may have been overloaded.
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I also have had terrible service from LinkedIn. No direct contact option, terrible response time, and poorly informed/trained workers when email contact is/if finally made.
When I Google my full name–first, middle, last–a picture comes up for my just cancelled LinkedIn listing that is NOT ME! This feels like identity theft and I’ve sent dozens of emails to Linkedin for 2 days now and no response from them. Google’s instructions are that people have to go through the webmaster of the offending site, because Google cannot remove the picture. I’m so frustrated. I closed my Linkedin account–I hope!
Linkedin is a hateful, horrid operation. I’ll never deal with them again!
I wish everyone on the planet would boycott Linkedin!!!!!!
CS is the WORST I have ever seen in 25+ years as a technolgy manager – they took 4 days to get back on my email request and were not able to resoplve it – I don’t think they understood the issue I am having – not even an offer to escalate!!
WHO if anyone is paying any attention there??!!
Whenever I send in a ticket for assistance due to an error with the site or my account or anything, it takes a minimum of 7 days to be corrected. Yet, if you cal to inquire about subscribing to paid services, they call you back the same day!! Why would I want to subscribe to linkedin and give them my money when they cannot even respect an unpaid customer and their efforts to ask for assistance. Also, perhaps and most likely the paid account customer service is just as awful. Thousands of dollars and terrible customer service – I don’t think so. Also, having no PHONE number to reach them is terrible.
LINKEDIN get your act together. You used to be so much better a few years ago. Has all of your success gone to your wallets??
I am unable to join any other groups and am wondering why. Please take the block off of my account. I am not a marketer but a journalist/artist with a variety of interests that I follow. My phone number is 801-633-2936. Please contact me at your earliest convenience.
Janelle Vigil
americanvigil@comcast.net