Hello @Pipeline78216 - thanks for posting! I moved your comment and created a new topic from it for you so that it would benefit you and others. 

Firstly, I wanted to address the fact that your frustration is valid. At this very moment, I cannot provide you a link to access the Outlook Plug-in and you will need to reach out to our support team for that purpose. I am very sorry that you have not been able to get a response from support in a timely manner - the influx of support requests has been very high this week. That said, you can also reach out to the support team via email and see if you get a quicker response that way, while live chat is generally the fastest and most efficient route. Have you had any success with reaching out, since posting? If not, please write an email to the support team, tell me once you have, and I will see if I can get someone to help and respond. 

Secondly, I wanted to let you know that we (the community team) are going to relay your concerns regarding accessing the plug-in and see what answers we can come back to you with next week. I know that you have already been very patient, and I appreciate that. If you can give us a bit more time and patience, we will do our best to figure out what we can help with on the community side ASAP. Until then, I do hope you have a good weekend! 

I stayed online waiting for a support rep for THREE DAYS. This is totally unacceptable and there is NO DIRECT ACCESS to support resources. Please have someone contact me directly (you should have access to our account information) and/or provide direct support contact details. Or better, just have someone email me the link to the plugin (redacted for user privacy). This is created (customer) operational issues - and there is NO (customer) support. If you can’t keep up with (critical) customer support issues, you’ll quickly find you have fewer customers to support. There are lots of calendaring solutions out there, and if this isn’t escalated and resolved immediately we’ll pick another one. 

@Pipeline78216 I am so sorry that you have not been able to get in touch with our support team. I am looking into this for you and will be back to let you know how I can help ASAP. I appreciate your frustration, and I would be frustrated too. It’s valid. I apologize again for the wait and the inconvenience and promise to reach out shortly! 

Kelsi - the problem is, the virtual agent asked you if want to speak to a “product expert” apparently there aren’t any. I learned today if you say “support is terrible” (I used more colorful language), it apologizes and THEN (and only then) asks if you want to email support and open a support ticket.  It then asked the purpose where I detailed that the “Outlook PlugIn stopped working and I needed the link urgently”. After doing so, it opened a ticket, provided a (generic) link (to the help center, not my ticket) that didn’t work (to check the status), but after logging in to my account was able to find it.  However, it also emailed me a notification which had the instruction AND THE LINK. Problem solved. Leave this up so your customers know how resolve this issue:

1. Start a chat with the chatbot
2. Do not to request a product expert
3. State they are getting terrible support, to prompt the (terrible) bot to give you direct support options.
4. Detail that they need the Outlook plugin and link

I’m half tempted to post the link to the download page here, and publicly across social media - as this experience has been abysmal to say the least. Did I mention I’m the publisher and managing editor of a B2B technology magazine (www.pipelinepub.com), and our next issue is on Customer Experience? This experience would make a great feature on what not to do (inept customer care, obscure tongue-in-cheek responses, a chatbot that doesn’t work, lack of knowledgeable “experts”, etc.) - the outline writes itself.

Hi @Pipeline78216,

Jillian here. Not the titles matter much, but just for context I’m Kelsi’s manager and the leader in front of Calendly Community. Kelsi was just about to reply, but I told her I’d like to jump in instead.

I’m glad you were finally able to get the help you needed. Based on your previous replies, it sounds like you somehow ended up in a sort of in-between state in our chat workflow which is not the intended experience at all (so much in fact I’m actually not sure how to intentionally get there). I’m actively working with my colleagues who own that channel to figure out what happened and how to prevent it from happening again. I’m truly sorry you were the odd and unfortunate recipient of that weird state.

If you run into any other issues or have any other questions, please let us know.

I appreciate the response. And, I believe a person’s role within an organization, or industry, is extremely important. But, this is one of the major issues (we’ve been covering in Pipeline) when organizations rely too heavily on technology to provide (low-cost) customer care. And, when the humans (customer care) doesn’t have the ability to immediately solve customer issues when the technology fails. Part tech, part process, plus excellent people (skills, empathy, empowerment, direct/transparent communication). In any event, Calendly needs to address all of these issues if it values its customers. Start by doing what you (repeatedly) tell people do in the “support group” and you will (or would have) quickly realized it doesn’t work.

@Pipeline78216 Are you able to share the download link for the outlook desktop plug in?

Please check out this article - it goes over the steps for accessing the link on your own! 

Have a great day! =)