I don’t know what’s going on but just really struggled with the entire support process - or lack of.
I have a spare seat / license on my account. I’m trying to assign it to a new user. When I create the new user, it tries to bill me for a new license. I’ve triple checked everything, but it simply refuses to use the existing spare license.
So I tried to contact support. And guess what? There’s no clear support structure. I went on the support.box.com website, and there’s no button that clearly says, “click here for help”. No - instead you have to search for help that doesn’t exist, scroll down to the Articles, and click on a random one.
Then scroll down the article page, past the text that says “0 out of 25 people found this helpful” until you get to “Have more questions? Submit a request”. Why on earth isn’t this on the HOME PAGE of this website - which is literally dedicated to Box support???
Oh and then guess what? When you click on the link, you get an option to “live” chat… which deceivingly says that it’s “online”. The only thing online is an AI bot, which doesn’t understand what you want and has no way of getting a real person on the chat. I asked it several times in different ways to put a real person on the chat, but it just kept opening support tickets instead. It probably opened 10 tickets in the course of the conversation, but refused to be helpful.
However when I click on the open cases on my account, there are no current open cases, so presumably the whole thing is a farce and doesn’t actually do anything.
What’s going on - is this just me? I’m so frustrated, and all I want to do is to add a new user. This should just work - but because it doesn’t, they want to charge me more money, and then refuse to offer any real support.
Rant over but boy, am I frustrated.