No Appointments Agents Available

[GRM]

I have been trying for over two weeks to get an Appointments Agent on the line to solve a problem with our Los Angeles location (problem being that no services are available for booking for our Los Angeles location despite all settings in the service and location being accurate, bank account verified etc etc etc).

I send messages with the general outreach team, I call, I am "escalated" (which has happened three to four times with only one outreach in return in which the agent, Jeremy, instructed me to call...). And now, for the last three outreach attempts, I have called and spent nearly an hour on hold only to be told by the general support team that no one from Appointments is available. They offer to call back and, of course, never do.

There is an extensive paper trail of my attempts to solve the issue and still I am told to call and still I am told that no one who can solve the issue is available. 

This has been HOURS of effort for what should be (to my mind) an incredibly simple fix. Hours that I am not able to spend actually running and growing my business. Not to mention the fact that I am actively losing money both in the inability for customers to book appointments AND because those appointments we have made manually, do not have a credit card attached them to protect us from clients cancelling at the last minute. 

What am I supposed to do? 

[Frida]

Hello @GRM,

Great to see you posting in the Seller Community again, even if it is under these circumstances 😕.

What issues are you currently experiencing? Have the Customer Success Advocates you have been in communication with filed any tickets with engineering? 

If I'm understanding this clearly, Is the issue the location indicator for your L.A location?

I look forward to your reply, hopefully we can begin to dig in and point you in the right direction. ☺️

[GRM]

@Frida The "Customer Success" team members have said, again and again, that there is nothing they can do and that I must speak with a member of the Appointments team. That is the only information I've received. 

The issue, again, is that no services are available for booking online for our Los Angeles location. The two agents I was able to speak to more than two weeks ago, verified that all my settings were correct (bookable online, all locations etc). One of them told me that the bank account needed to be verified. That was re-submitted and I received an email about 10 days ago that it was verified. When I started to reach out to follow up upon receipt of that verification is when I stopped being able to contact anyone from the Appointments team at all.

As of right now, there are still no services that are bookable for our Los Angeles location.

[GRM]

As an update, I am still on the line, holding for an Appointments team member. My call time is 52 minutes.