I wanted to ask if anyone here has had to contact Vikiās Help Center recently, and if so, what your experience was like regarding response times.
Iāve had a small issue to report for over a month now, and even after a follow-up a couple of weeks ago, I still havenāt heard anything back Initially, I tried reaching out directly to the fsl profile, who redirected me to the Help Center, but itās been radio silence ever since
I get it, weāre not talking life-or-death situations here (honestly, nothing on the platform really isā¦). But waiting over a month for a response related to my volunteer work, something I put time and effort into, feels a bit much
It makes me wonder, whatās the point of a Help Center if theyā¦ well, donāt help?
How have you all managed to get support in the past? Are there any alternative channels I should try?
Any tips or experiences, good or bad, would be super helpful!
Hey Lil!
Iāve faced the same thing ā my issue was never actually resolved. I just got a generic email telling me to check the FAQ, and after that, nothing. Itās frustrating when we put in our time and effort and donāt get proper support. Hoping they improve the response system soon because itās frustrating to feel unheard. Youāre definitely not alone!
I once had an issue I asked them to solve. It took them about 6 months and without getting any other reaction, I got an e-mail that they didnāt hear anything from me so they closed the issue. So I wrote them back that they didnāt send me anything, and that was the last thing that happened about that case. No reaction back anymore, no re-sending their message (if they ever sent one)ā¦ On the other hand, I also once asked them to add me manually to a show because the CM was not active anymore, and they did it quite fast. That was about 2 years ago.
As I always joke, the Help Center is āhelplessā. I have the feeling that they only help the customers who purchased their Pass. The volunteer issues and problems are not profiting to them so they let a bot answer our tickets (at least thatās what I felt everytime I submitted a ticket in the last year). Even so, you might want to try send tickets to both Help Centers (yes, there are two Helpless Centers). https://contributorhelp.viki.com/hc/en-us https://support.viki.com/hc/en-us
Six months for an issue to be closed with no response ?! Thatās honestly unbelievable. It really highlights how inconsistent the support can be. Itās good to know they can be fast when they want to beā¦ Thanks for sharing both sides of that!
Sheli, āhelplessā is definitely a fitting joke!
While I understand business models, I hope Viki remembers how much volunteer effort goes into making the platform what it is.
Thanks so much for those links. Iāll give them a try!
