What has happened to Customer Service???

Michael Holcomb

• June 17, 2022 16:56

I am very curious to hear if my concerns with HotSchedules Customer Service are isolated, or if this is a problem for others as well.

I was thrilled that even during the start of the pandemic, HotScheudules navigated through all of the hardship and was able to help their customers when needed. With understanding that there would be delays, HotSchedules was always able to get back to me within 24 hours of my request.

What has changed? For some reason now, I am still waiting for any kind of response 4 days after my request was submitted. I would not be surprised if 1 request for help fell through the cracks...but when 3 are sent without a single response, this has to be cause for concern. Is anyone else dealing with the same frustrations?

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• Official comment

  

  Fourth Customer Success Portal

  • August 30, 2022 12:40

  Hi Michael Holcomb, David Ciamarro, John Reynolds, and Nicholas Carter,

  Thank you for your feedback, and we are sorry that you had trouble reaching us. We apologize for the delay you experienced.

  Thank you for your time, we are glad to have been able to connect to most of you via the phone, and we are committed to getting a resolution on your tickets.

  As we discussed, our support team has been busy improving our support operations. We are making great progress in making it easier for you to reach us. Our improvements are still underway so we can achieve satisfactory levels that exceed expectations.

  The Best Way to Reach Support 

  Email: support@fourth.com

  Phone: 877 720 8578

  Customer Service Portal:

  1. Navigate to help.fourth.com
  2. Select Submit a Request at the top right.
  3. Select Customer Support Ticket Form on the next screen.
  4. Fill out the relevant details on the form and be sure to select preferred Module or Product.
  5. Click Submit

  We look forward to helping you,
  Fourth Communities Team
• 

  John Reynolds

  • August 03, 2022 23:52

  Definitely not an isolated incident. It is terrible. 

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  Nicholas Carter

  • August 10, 2022 17:09

  Somehow our schedule has become locked to where we can't approve pickups or swaps. I can't get in touch with anyone at hot schedules and I created a ticket and no one has responded. Absolutely terrible customer service !

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