A letter of complaint for Linked In
Linked In,
Congrats on your nomination! I am a long-time user and consider myself a friend to your company as I have blogged favorably about your product for quite some time. Today however, I have a complaint regarding your service.
I have been having issues with my LinkedIn account for just over a week now. I can not send any inmails out and I have plenty. I submitted a few queries by email, but have yet to receive a satisfactory response from customer support or a resolution of the matter. In short, I am not feeling the love from customer support and am frustrated that all I can do is send an email to someone and wait… and wait… and wait for an answer that (seemingly) may never arrive. That screams to me, "Send us your money, but don’t bother us when something goes wrong."
I have had no luck getting past the switchboard to a real live human being and I hear from my peers that I am not the only one grumbling about customer support (or the lack thereof). This concerns me because I value your service soooooo much. Okay, in the off chance that your company (or someone from your company) sees this post; allow me to lay out for you what I would like for myself and anyone else addicted to your service as I am .
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Fix my problem with the inmails (check the emails I sent you)
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Get a hot line set up so that I can talk to a real live human being the moment something goes wrong.
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Also, add an instant messenger option so that I can chat with tech support in case the phones are busy.
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While we’re at it, you may want to add a video demonstrating how to use your product. I think its pretty easy and intuitive, but there are some who may not. For those people, I have been referring them to Otis Collier’s free video. You might want to talk to him.
Okay, had to get that off of my chest as I was feeling very irate about the issue. I hope to hear from your tech support soon (insert laugh here) and look forward to resolving my issue.
-Jim Stroud
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Comments
Quick and Dirty Phone Sourcing Your Problems Away!
OLinkedIn Corporation
1840 Embarcadero Rd.
Palo Alto, CA 94303
650-687-3600
Fax: 650-687-0505
https://www.linkedin.com
Feeling a bit disconnected? LinkedIn wants to help. The company is an online business network designed to help professionals find jobs, people, and services providers. LinkedIn offers four premium services: LinkedIn Jobs, LinkedIn Services, LinkedIn Groups, and LinkedIn Business Accounts. The company has grown to reach more than 5 million users nationwide since its inception in 2003. Investors include Sequoia Capital, Greylock, Marc Andreessen (co-founder of Netscape and chairman of Opsware), Joe Kraus (co-founder of Excite), Josh Kopelman (founder of Half.com), and Peter Thiel (co-founder of PayPal).
Annual Sales (mil.) $3.0
Total Employees 24
Employees At This Location 24
Chairman; President, Products Reid Hoffman
VP and Chief of Staff Sarah Imbach
VP Business and Corporate Development Keith S. Rabois
VP Engineering Jean-Luc Vaillant
VP Marketing Konstantin Guericke
VP Product Strategy Allen Blue
VP Client Products Jaime Templeton
Chief Privacy Officer Duncan Work
Director Corporate Communications Kay Luo
Director Advertising David Hahn
Director Technology Yan Pujante
Director Operations Candy Mielke
Director Product Management Lucian Beebe
Director Sales Brendon Cassidy
Senior Technical Recruiter Hilary Taubman-Dye
Manager Corporate Development Steven Stegman
Senior Systems Architect Ian McNish
CEO Daniel T. H. (Dan) Nye Age 40
I looked at their telephone numbers and using one of my handy dandy stab-in tricks I dialed a little beyond it. I can tell you 650 687 3615 is a live body! So will (probably be,
3616, 3617, etc.) It seems they have 18 (of their 24?) employees listed at Hoover’s so I’d stick close to the 3600 when dialing!
Now, curiously, Linkedin has 138 people listed using “LinkedIn� in the company box (in my search) but I suspect many of them are “loose� affiliations and not actually employees but I did find a Customer Rep you might bother with your concerns, if you don’t choose to go straight to the top to one of the “Top Dogs� above!
Loretta Thomas Customer Support Liaison San Fran
Poor thing, she’s about to get deluged. She’s there – I checked!
They also appear to have a customer support center in Omaha:
Angela Burleigh Customer Support
Sakessa Moss Customer Support
Rob McClenahan Customer Support Professional
William Conner Customer Support Professional Support@LinkedIn.com
Suzy Jackson Customer Support
By the way the company’s “directory� spills with just ONE entry - pressing “2� for any names starting with A,B or C gives you about ten names, and some of them appear to be first names starting with A, B or c as well as last names starting with same.
This is what LinkedIn can teach you. Try it – you’ll like it!
Hey Jim- our account rep is super-duper on the ball and responds ASAP- I can give you his name or perhaps you could reach out to your Account Rep?
Good comment on Linkedin’s lack of training video. The best you get from them is a flash demo with no sound. I too have been referring people to Otis’ site. He does a great job walking people through it.
I hate to say it, but I think Linkedin’s losing it. They’re starting to have far more technical problems, and their CS staff is clearly not in the loop on all the latest features.
To get service, by the way, you must, absolutely must, use their online form. They do not ever answer email. Ever.