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Worst customer support ever?

David Carson_ararfa

I'm curious if anyone has ever done business with an organization that has worse customer support than Atlassian, or treats their customers as poorly as they do? For me, Atlassian is the clear winner when it comes neglecting customers and kicking them to the curb instead of helping.

They've ignored and ghosted my constant requests to resolve basic login issues on their platform. But hey, they have my credit card on auto pilot so why should they lift a finger and try and help, right?

The one response I've gotten to not being able to login is - "To resolve your issue please login and create a ticket". So their response to not being able to login is to "login".

I'd love to hear if anyone knows of another company that cares so little about helping customers than Atlassian.

Thanks in advance.

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David Carson_ararfa

And I love to hear suggestions for alternatives to Atlassian products. I need to replace Loom and Trello since I cannot login consistently and they refuse to help.

Dave Mathijs

Hi @David Carson Welcome to the Atlassian Community Forums!

Sorry to hear you have a bad experience with Atlassian Support.

Can you elaborate on the issue(s) you are experiencing with Trello and Loom?

You speak about being unable to login.

Does it apply to one, multiple or all Atlassian apps?
Is your account (read email address managed by your company)?
Which steps have you tried to regain access? E.g.:
- Password reset
- Clear browser cache
- Try with an incognito window
- Try with another browser

David Carson_ararfa

Hi Dave. Thanks for engaging.

I had great experiences with Trello and Loom, until Atlassian took over.

Atlassian has created some kind of conflict that prevents me from using the apps on more than one device. After finally getting access on my laptop, I lose access as soon as I try and login on my work PC or home PC. Then, I'm blocked from logging in to either Trello or Loom on any device. The only response I've ever gotten from their bots (fake human support) is to "login" and create a ticket. Obviously, if my issue is not being able to login, the solution cannot be to "login".

I've learned that the only way to resolve the login issue is to throw a temper-tantrum about my experience in public, and that usually results in me getting access to my accounts withing a few hours. My support tickets get deleted with no follow up because I was able to login. Everything works great until I login from a different device and then the nightmare starts over. It's been going on for months now, with zero feedback, follow up, or resolution from Atlassian.

Thanks again for your interest.

David Carson_ararfa

To follow up,

Password reset - yes tried that
Clear browser cache - yes, even tried a brand new PC.
Try with an incognito window - no
Try with another browser - yes

I'm not sure if any of above did anything. In every case, I've suddenly regained access without any apparent changes. I suspect someone does something on the backend to fix the issue, because it magically starts working again, but I get no response, follow up, or feedback on the issue from Atlassian.

Annie Martens

Hey David,

Annie here - I'm a manager on the Atlassian Loom Technical Support team.

I'm sorry you're having such a frustrating experience getting your login issues sorted out, and getting in touch with us about it in the first place.

I'm looking into the contact support flow for login issues and will address this internally.

For now, I want to get you in touch with someone that can help with this issue you're facing. I was able to find a ticket from you in our system, which I'm replying to now.

If you don't receive that reply for any reason, or need to open a ticket with Atlassian Support in the future and are unable to log in, you can locate the option to do so without logging in at from Atlassian.com > Resources > General Inquiries. Here is a direct link: https://www.atlassian.com/company/contact/purchasing-licensing#/?inquiry_category=your_account - where you can select "Continue without logging in".

David Carson_ararfa

Thank you! I look forward to getting this resolved.

Dave Mathijs

Hi David,

At least you have access again. For clarification, community members aren't able to fix anything directly regarding your account.

I understand your pain, especially recommending to resolve a login issue by logging in.

Have you enabled 2FA for your account?

Mark Eaton

Having a similar problem with billing. Don't have an active account but Atlassian keeps billing. When we attempt to dispute the billing we are told to log into our account and cancel but as we don't have an account we can't log in. Have been disputing this issue for months.

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