I am not a prolific pinner. I made some boards, I like what I have and I love the humor sections. What I don't like is going to my homepage and seeing a box pop that tells me I am in safe mode because of suspicious activity and my account may have been hacked. All I have to do is reset my password and I am good to go. I follow the steps and BAM! At the top of my page it says my account has been suspended until January 17.
Now, I get that we are all spoiled rotten people who are used to accessing free sites like Pinterest, Facebook, etc. at will. And because they are free, they will do what they want with our information and our accounts. I am willing to play the game a little bit, but not for too long. Lack of good customer service is a beef of mine and right now Pinterst is failing in the customer service department.
I sent them an email through their site, detailing my issue and asking for help with the account and the reason it was suspended. Here is where they get pretty slick. The minute you his 'send' a generated reply comes through with a response from their help pages, you know in case you didn't check and need everything spelled out for you, but the real kicker is the following:
"If you've reset your password, your account is secure but if you do still need help, respond back to this email and someone from our California office will get back to you soon. These tickets close automatically after two days if you don't respond to them.
We're a small team and appreciate your patience with us!
Hope this gets you pinning again soon
The Pinterest Team.
I am going to bet most people see the generated response figure all is well and leave it at that. This then absolves Pinterest if they fail to get back to you. "Well, did you email us?" can be their standard reply. I did respond to that mail and I got nada. So when I sent a second email, I made sure to tell them I sent a prior one that was ignored. I also questioned why no suspension of account email was sent. That would be proper business etiquette. Instead, I find out when I tried to go on the site.
Pinterest has 300+ employees, I have to assume someone in their customer service department could have answered my questions pretty easily. Unless they are busy about tackling the copyright issues that are all over the place on the boards. I do my best to credit the original artists, author, blog, etc. because I think it is rude to repin a picture and just write, "Dream Kitchen!" like you are freakin' thirteen years old. Show some respect and at least put a link to where you got the damn photo from. If the owner asks you to take it down, you take it down. But I sidetracked there, excuse me.
At the end of this day this is not a life threatening crisis, but I expected a quicker response. Silicon Valley is so proud of their cutting edge technologies, but it seems they may need to tweak their old school business skills. Sure it is easier if the car can drive itself or you can use a smartphone to hire a maid service, but there are people using these services and we still want to know you hear us and are actually listening.