How do I cancel Pipedrive or my Solution Provider

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Bobby Welch
Bobby Welch Member Posts: 9
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edited April 24 in Workflow Automation #1

I signed up for Pipedrive years ago after watching some videos by Paul Minor. Apparently following that link years ago is creating support headaches today. I occasionally rely on real-time chat from Pipedrive for system issues or to handle something I can't find in the standard help material. Recently that support has stopped and I'm being told to contact Paul Minor for even basic help. I've spent an hour trying to deal with simple workflow automation that seems to have a missing field but now end my day without completing a simple task.

A couple of questions as I evaluate my relationship with Pipedrive:

1- can I have my account separated from Paul Minor and return to the level of support I'm used to having from Pipedrive?

2- there are several CRMs that cater to my specific industry and the pain of switching has kept me from making a move. Seems like Pipedrive is giving me a really good reason to make the switch. I'm unwilling to continue with what I've recently seen if it isn't rectified. I pay annually, if I leave will I be refunded the prorated amount left in the year?

My team and I rely on real-time support to keep our business going without interruption and recent changes are untenable. Please advise.

Answers

  • Marco Nappolini
    Marco Nappolini Member Posts: 47
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    Hi Bobby,

    Sorry to hear about your experience.

    Perhaps we can help.

    Have a look here and feel free to get in touch: https://www.weevolvebusiness.com/best-place-to-buy-pipedrive

    Thanks,

    Marco

  • Bobby Welch
    Bobby Welch Member Posts: 9
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    Hi Marco, you appear to be in a similar operation as Paul Minors reselling pipedrive. I want real-time chat support as I had before. After years of being a paying customer is now being denied. Do you provide the real-time chat that can look at my account, fix things and help me work thru issues without having to wait?

    I have my first demo for another CRM Monday. I've used various CRMs for over a decade and I've always had real-time support. I won't pay a company that isn't willing to provide that level given how important the system is to our day-to-day operations.

  • Marco Nappolini
    Marco Nappolini Member Posts: 47
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    Hi Bobby, yes we're a reseller and Elite Partners and we do offer support as part of a paid service. Saying that, we've only ever had an excellent experience with Pipedrive's in-app chat support. Thanks.

  • Manuel Oliveira
    Manuel Oliveira Admin Posts: 1,135 COMMUNITY MANAGER
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    Hi @Bobby Welch , confirming what @Marco Nappolini said, there are now Pipedrive partners who have the ability to provide tech support in the same way a Pipedrive specialist does. You can find more details about how this works in the comment posted here.

  • Bobby Welch
    Bobby Welch Member Posts: 9
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    edited April 2023 #6
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    @Manuel Oliveira, why would Pipedrive turn off an important real-time support option like chat with no advanced notice? Without verifying that the solution partners we all were assigned to could continue the level of service that we purchased?

    This a big change and businesses rely on your software in very important ways. It's inexcusable and out of touch. I've used 5 CRMs in my career and I've always had real-time support.

    And worse, you've turned off for both general questions and when something isn't working. Why on earth would Pipedrive outsource working thru problems with the software or bugs???

    You have an obligation to your paying customers.

    Please provide a list of Pipedrive partners who provide reliable, real-time tech support so we don't have to guess or spend hours researching. You owe us at least that much.

    I've started evaluating other CRMs and will include the Pipedrive partner support and the cost of that support as part of my evaluation if we should stay or not. I hate the work involved in moving but if Pipedrive will do something like this without warning, it feels like you're an unreliable long-term partner with possible risk to my business operations.

  • Manuel Oliveira
    Manuel Oliveira Admin Posts: 1,135 COMMUNITY MANAGER
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    Hi @Bobby Welch, I understand our support team has since contacted you directly to help in this matter, they will be able to tell you more about your account status and any changes to how support is provided.

  • Bobby Welch
    Bobby Welch Member Posts: 9
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    No, I have not received any contact from anyone on your support team. How did they reach out to us?

  • Inês Batata
    Inês Batata Posts: 2,059 PIPEDRIVE TEAM
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    Hi @Bobby Welch, my colleague @Joana from Customer Support let me know that the two of you are in touch via email.

    Our apologies for the inconvenience caused. We are looking into ways to improve this process and give you and all our users a better experience.

This discussion has been closed.