Hello! Our support chat( window) serves as a coordinator, the main objective is to help you register on our site and provide you with valid contact information. The time of response from a personal manager varies depending on the time of the day, day of the week.
Okay so how can i go about switching my personal manager? If i'm not satisfied with response times or quality during* dont.farm hours (From M-F 9-21 GMT+3) , then what is the purpose of submitting the "having problems" form?
I understand that there may be a spike in users or requests, or its a very busy moment for dont.farm, naturally thats somewhat understandable..
But the main expectation is, between getting accounts at dont.farm and getting them elsewhere is that with dont.farm you expect more support which obviously comes with a larger price tag for the type of accounts that they are.
So my point is, the support should be there when requested during the hours of operation, and not only when it's time to send funds or to renew a subscription. If the hours of response are between 9-21 GMT+3 and i've made myself available for a large stretch within that time even though its not* my time zone, i expect a response within that time frame that is within a reasonable* amount of time. Otherwise, what is the purpose of paying 200-500 per account or 99-379 for a 30 day subscription, not warmed up , no card connected, and the main benefit missing of not having a solid level of support i expected... And to clarify, i dont expect a response that very instant...that would be wildly unreasonable. But i would say 30 minutes to 1.5 hours is* reasonable.
Maybe its cause i'm asking my support manager stupid questions in their eyes... lol. That definitely may be true, no doubt. But it doesn't take from the fact that i expect support between the hours of 9-21 GMT+3 and a reasonable response time within that period with a response that has substance.
Most of my need for support are account issues or best practises since the manual seems to be somewhat unclear and there are many different guides from them with conflicting information. P.S. Just to be clear, none of these questions i had were "how do i use fb ads" types of questions btw.
The news about FB or new security features they have imposed have always* been a problem, Always. There will never be a "stable" time with fb. Never. period. So, if support is said to be spread thin because of trying times, then when will there be the "light at the end of the tunnel"? lol
My point is not to bash the service and i'm not looking for any sort of compensation from dontfarm outside of what i paid for. Just better support. This entire forum is a "Marketing" forum so i know i dont need to lecture anyone on the importance of listening to your customers concerns.
At the end of the day, all i need is better support from the service. Thats all. If i felt my concerns were being addressed and dealt with, then i would have had no need to post this concern publicly on the forum. But it seems that public accountability is the ONLY way. If i didn't then nothing would improve and i would have to shut up and suck it up.
I might update my situation on this forum at a later time if i feel that my issue was truly resolved or if there is any additional information or an outcome arises that i think will benefit the users of this forum.
*ALSO : just some disclosure , i have used the accounts for a month now but the accounts i purchased were mostly for the purpose of learning how to work with their accounts and their service in a stable manner. I use another account provider that basically supplies me with the entire set up ready to go and run campaigns from the start but my main reason for wanting to use and switch over to dont farm accounts was that my other provider supplies everything and connects it all but after the sale of the account the only type of support/ service they offer is if you want to fund the account (which is a part of their service).
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Hello! We value our clients and are always looking to improve our customer service. Currently, we are expanding our staff so that each account manager could dedicate more time to his clients and since we are based in Russia( GMT +3) and our employees can't be online 24/7, in near future we are looking to add "night shift" account managers that could provide the proper support for clients that are not comfortable with our current work hours.
