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Hello everyone, hope you're well.

Within the last months, I submitted several requests to the Gengo support about technical issues, for instance a job that I couldn't submit once completed, or a change in the appearance of the strings on edit screen. But I never got any reply. I lost the job, though it was done, and so lost the reward. Can't get any help, I'm wondering if there's someone on the other side ?

 

Have you experienced the same ?

4件のコメント

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    Chris

    No, haven't noticed any changes.

    I know that's not that helpful but make sure everything is set up correctly from your side. E.g. it's possible to have different email addresses for support/community and job notifications, so make sure you are checking all relevant inboxes. If you get the initial confirmation of your request, everything should be fine in that regard, though. If you're not getting anything, then something is wrong either on Gengo's or your side.

     

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    gunnarbu

    Strange. Are you sure you are using the right channels? I dont think I have ever experienced that Gengo support does not answer, and mostly they respond quite soon. Last time I had a similar request about a job that I could not submit, they responded after 6 minutes, and the issue was swiftly resolved!

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    Heike S.

    Hi,

    I also lost at least one collection that I had completed and put a little bit of work into. I did get an answer from someone from support, but she didn't have the time to deal with my stuff. I wasn't willing to wait around stuck in one collection, because I didn't want to miss other opportunities, so I deserted the job.  As I heard from support later on, another translator had been kind enough to submit my job for me. 

    I think the problem is the format of some collections. I had problems posting collections several times for one and the same customer. They put the whole text with brackets and all in one textbox/job. I now copy the whole text in the target box, delete the English text and write the German between the many brackets, and that works most of the time.

    Another time someone from support was helpful and gave me the tip to try another browser. I posted on my phone and it worked. 

     

     

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    Lara Fernandez

    Hi @Romain -- we continue to offer 24/7 Support as always :) I took a look at your tickets now, and saw that all of them had received replies. The last two, from September 7 and September 21st, both received a response within 60 minutes from the time you wrote in. All previous tickets had been responded to as well, so I am not quite sure what you are referring to here - did you perhaps write in from a different email address which we couldn't find on our database, which went unresponded? Or are you referring to the tickets from September, and perhaps the responses went to your Spam folder? Looking forward to hearing from you!

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