Open Letter To LinkedIn CEO Dan Nye, LinkedIn's Support Stinks

I hate to call out your company like this in a public forum, but enough is enough. It has been almost three weeks now that I have been trying to get access to my LinkedIn account, yet no one from LinkedIn's support department has been able to give me access. I've left messages twice in the past week for the media relations person listed on your website and have gotten no call back. I've traded nearly ten e-mails with your support staff with no luck. And to make matters worse, your support team tried to get me to change the password of someone else who has a linked in account with the same name, even after I told them I was not that individual.

All I want is to be able to login to my account. Support tells me that you don't have one on record for me and are telling to make a new one. They say you can't find my e-mail in the system and that I should make a new account. Ok, fine, if I have to make a new one I will, but when I try to create a new account I get an  error of:

There is a problem with the email address mail@danrayburn.com. Please contact Customer Service at customer_service@linkedin.com if you are the owner of this email address.

I've contacted your customer service who tells me that e-mail is not in your system and I should be able to create a new account with it, yet I can't. So Instead I try the e-mail of dan@streamingmedia.com and I get the same error message. When I tell support this, their response is "You could also try to join in as a new member." Didn't I just explain to you that is what I am trying to do? Ten e-mails later and still they are not listening to the problem I am having and it has been 19 days now since I sent in the first e-mail asking for help.

Why am I promoting LinkedIn on my blog by letting readers know about certain LinkedIn groups when this is the kind of support that is being provided? It took LinkedIn TEN days to contact me from the first e-mail I sent in asking for help and 19 days later, still nothing is solved. And why do you have a media relations person when they don't call back someone from the media who leaves them voice mail? I even said on the voice mail what the problem was and that I was going to blog about it if that is what it took but that I wanted to give them a chance to solve the problem first.  Still no call back.

So Dan I will ask you to please get involved and solve this. I would like to use my LinkedIn account, or if you can't find it, I would like to create a new one. That's all I am trying to do.

UPDATE: LinkedIn's media relations folks have contacted me and resolved the problem. Thank you.

Comments

[Mario Sundar]

Hi Dan,

I'm Mario, the community evangelist at LinkedIn. Let me find out what exactly is the problem with your account.

Moving forward, you can also ping me at msundar@linkedin.com with any questions or follow me on twitter (twitter id: mariosundar).

And, most importantly, thanks for your patience, Dan.

[Stefan Richter]

oh this is fun, I'm keen to find out how long this will take to finally get sorted. What's concerning is the fact that people without a blog with a gazillion readers stand no chance. Too often I see companies take the approach of 'our service is free so don't expect any service'. Bad move.

[DeWayne]

I have been having problems too. I have not been able to import new contacts for a few weeks now and just get meaningless (often redundant) dribble from LinkedIn tech support. I have used the service for over 3 years and have never had an import problem or poor support before this.

[raregene]

Be afraid Dan...you now have an 'evangelist' on your case!

[the508seal]

LinkedIn needs to take a clue from Netflix on downgrading or canceling your account. Netflix makes it so easy that people come back. LinkedIn makes it so difficult, you're glad you canceled.

[Eric Chou]

Wow, scary. I have invested quit a bit of time building my LinkedIn connections. Very scary to think that this is the kind of support you can expect when you have problems. All the more reasons to build an attractive blog site, I guess.

[Laurie Lamberth]

Now *I'm* the one with a months-old problem. Did you ever find out how to get in touch with someone, anyone, any living person at all, at Linked In who cares about a member having a problem?

Tks - L

[Evgeniy Kornilovich]

Dan, thanks for this blog and for this page in particular.
I have exactly the same problem. The good thing is your example make me hope LinkedIN can resolve it someday. The bad thing I would not believe in their services anymore.
What I have NOW is only this auto-reply in my inbox:

We are in receipt of your question, this is an automated acknowledgement. A service professional will review and respond to your inquiry.

Question Reference #080518-000218

Hope, someone will fix it.

Best regads,
Evgeniy

[Evgeniy Kornilovich]

That what I wrote to on Ms. Kay Luo
LinkedIn, Director of Corporate CommunicationsThursday, May 22, 2008. Still no response.

Dear Ms. Luo

I am writing to you regarding the LinkedIn customer service' response below.

As I understood from Ms. Natalie P.'s response my account in LinkedIn was suspended. The reason was "an e-mail in the name field".
In fact what happened is LinkedIn terminated its service without any notice, without any proper communication to me, or even a simple email request to change my settings.

Ms. Luo, I checked carefully User Agreement and did not find any notification that it was prohibited to a customer to add their email domain in the name field. I also can ensure you it is quite a common practise in social networks and in the LinkedIn network in particular (if you do not agree, please, do a quick query thru your data).

However, as you can see from User Agreement
the following will lead to a termination by LinkedIn of a user’s use of the LinkedIn Service (a) breaches or violations of this User Agreement or other incorporated agreements or guidelines, (b) requests by law enforcement or other government agencies, (c) a request by you (self-initiated account deletions), (d) unexpected technical issues or problems, and (e) extended periods of inactivity.
I would really appreciate if LinkedIn can provide with what exactly from the list caused the termination.

My use of LinkedIn network is important part of my day-to-day network; and time I did not have an access jeopardized my reputation, and potentially deprived myself the new contracts.

I would also recommend you to consider how such practice will help your company to improve the reputation of your business and win new customers.

Thank you, and
Best regards

Evgeniy Kornilovich

[James Hayes]

Now I am scared,I have just read all the comments, and I don't like it...
Now today my connection went blank, and I was in the middle of up-garding,Just put my card info and pressed ok.

Thank you, and
Best regards to all

www.jameshayes.ie

[James]

I have been trying to get removed from linkedin.com for 8 months now; yes, I have been through 8 months of trading emails with support to no avail.

I hope Mario can help me.

[James]

Thank god for Mario putting his address here; it's all sorted now - there was a little bit more drama to wade through after my initial post on this blog, but am stoked with the final result.

James

[LinkedOUT.com]

Called Linkedin to complain, they transferred me to Loretta Thomas, the ONLY customer service rep for Linkedin's 5,000,000 members. What a freakin' joke.

Guess what, her answering machine has not been initialized yet.

If I ran my business like them, I would be OUT of business faster than you can say eat me!

[P. Hernandez]

LinkedIn has NO service! We, as professionals make up their network and they want to charge US for this service. In addition, they do not offer any customer support and will delete your account because they are too stupid to solve a problem.

Here is my correspondence with them....and they deleted my account without resolve.

Due to this lack of service and disregard, I will join the following site: www.linkedinsucks.ning.com

------------------------------------------

Below is the email that I finally received from your company regarding the problem with your own system. A system that is the basis of your entire business model. I have not been able to access my own connections for well over 4 weeks and have not had any resolution!

What is the issue and why isn't it fixed? I need to have access to my connections within 48 hour or I need to close my account, as it is useless. Should I do the latter, you can be sure that every individual in every network will be made aware of the lack of service from your company and what they can expect should they not be able to access THEIR OWN contacts.

Paula Hernandez
------------------------------------



Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response.

If this issue is not resolved to your satisfaction, you may reopen it within the next 7 days.

Thank you for allowing us to be of service to you.

Subject
connections

Discussion Thread
Response (LinkedIn - Suzy (SJ)) 09/02/2008 01:01 PM
Dear P

We are aware of the issue you are currently experiencing and we are working diligently to resolve the issue. We appreciate your patience while this issue is being resolved.

Regards,

Suzy
LinkedIn Customer Support
Customer (P Hernandez) 08/28/2008 02:31 PM
I requested assistance to this issue a few weeks ago but have not had the courtesy of a reply. The connections tab on my profile is NOT displaying my own contacts to me!!!!! I have tried this on 3 different computers so it is not my computer. The message that I receive has something to do with line code....???

Please advise. If unable to use, I will need to close out my profile and account, and recommend to my friends and colleagues that they do the same.
Auto-Response 08/28/2008 02:31 PM
Thank you for your question.


Question Reference #080828-001744
Category Level 1: Using LinkedIn
Category Level 2: Home Page
Date Created: 08/28/2008 02:31 PM
Last Updated: 09/02/2008 01:01 PM

[P. Hernandez]

8/10/2008 2:09 PM EST - I received this response from LinkedIn shortly after posting my issue here. It is nice to know that SOMEONE is actually reading this! The problem is, as I pointed out in my response......LinkedIn deleted my account! WHY are they NOW contacting me? I would like my account restored as I left it - contacts and groups intact so that I can update my information! I will not go through the trouble of rebuilding the 80+ contacts that I put the effort to add to THEIR network for FREE!!!! They benefit from this more than I do! Their entire network exists because of people like you and me!!!!
Below is the latest email and response from and to LinkedIn:

Subject: Re: connections [Ticket: 080828-001744]
Date: 9/10/2008 2:11:21 P.M. Eastern Daylight Time
From: Phernandezfl
Reply To:
To: linkedin_support@mailwc.custhelp.com
CC: Phernandezfl

Why are you contacting me? You deleted my account.



In a message dated 9/10/2008 2:09:04 P.M. Eastern Daylight Time, linkedin_support@mailwc.custhelp.com writes:

Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response.

If this issue is not resolved to your satisfaction, you may reopen it within the next 7 days.

Thank you for allowing us to be of service to you.

Subject
connections

Discussion Thread
Response (LinkedIn - Zach (ZP)) 09/10/2008 01:07 PM
Hi Paula,

Thank you for contacting LinkedIn Customer Support. We are sorry to hear of the negative experience you are having with the system and customer support response.

I would like to assist you in being able to access your own contacts. I will first need some pieces of information:

1. What Internet browser and version do you typically use? (Internet Explorer 6 or 7? Mozilla Firefox?, Mac Safari?)

2. What operating system and version do you use?

We appreciate your response and again we apologize for the poor treatment you have experienced.

Regards,

Zach
LinkedIn Customer Support

Customer (P Hernandez) 09/05/2008 03:48 AM
Below is the email that I finally received from your company regarding the problem with your own system. A system that is the basis of your entire business model. I have not been able to access my own connections for well over 4 weeks and have not had any resolution! What is the issue and why isn't it fixed? I need to have access to my connections within 48 hour or I need to close my account, as it is useless. Should I do the latter, you can be sure that every individual in every network will be
made aware of the lack of service from your company and what they can expect should they not be able to access THEIR OWN contacts. Paula Hernandez ------------------------------------ Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response.

If this issue is not resolved to your satisfaction, you may reopen it within the next 7 days.

Thank you for allowing us to be of service to you.

SUBJECT
connections

DISCUSSION THREAD
RESPONSE (LINKEDIN - SUZY (SJ)) 09/02/2008 01:01 PM
Dear P

We are aware of the issue you are currently experiencing and we are working diligently to resolve the issue. We appreciate your patience while this issue is being resolved.

Regards,

Suzy
LinkedIn Customer Support
CUSTOMER (P HERNANDEZ) 08/28/2008 02:31 PM
I requested assistance to this issue a few weeks ago but have not had the courtesy of a reply. The connections tab on my profile is NOT displaying my own contacts to me!!!!! I have tried this on 3 different computers so it is not my computer. The message that I receive has something to do with line code....???

Please advise. If unable to use, I will need to close out my profile and account, and recommend to my friends and colleagues that they do the same.
AUTO-RESPONSE 08/28/2008 02:31 PM
Thank you for your question.

QUESTION REFERENCE #080828-001744
CATEGORY LEVEL 1: Using LinkedIn
CATEGORY LEVEL 2: Home Page
DATE CREATED: 08/28/2008 02:31 PM
LAST UPDATED: 09/02/2008 01:01 PM

----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
It's only a deal if it's where *you* want to go. Find your travel deal HERE (http://information.travel.aol.com/deals?ncid=aoltrv00050000000047) .
Customer (P Hernandez) 09/05/2008 03:33 AM
I would like a status update. This is ridiculous! In a message dated 9/2/2008 2:02:07 P.M. Eastern Daylight Time, linkedin_support@mailwc.custhelp.com writes:

Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response.

If this issue is not resolved to your satisfaction, you may reopen it within the next 7 days.

Thank you for allowing us to be of service to you.

SUBJECT
connections

DISCUSSION THREAD
RESPONSE (LINKEDIN - SUZY (SJ)) 09/02/2008 01:01 PM
Dear P

We are aware of the issue you are currently experiencing and we are working diligently to resolve the issue. We appreciate your patience while this issue is being resolved.

Regards,

Suzy
LinkedIn Customer Support
CUSTOMER (P HERNANDEZ) 08/28/2008 02:31 PM
I requested assistance to this issue a few weeks ago but have not had the courtesy of a reply. The connections tab on my profile is NOT displaying my own contacts to me!!!!! I have tried this on 3 different computers so it is not my computer. The message that I receive has something to do with line code....???

Please advise. If unable to use, I will need to close out my profile and account, and recommend to my friends and colleagues that they do the same.
AUTO-RESPONSE 08/28/2008 02:31 PM
Thank you for your question.

QUESTION REFERENCE #080828-001744
CATEGORY LEVEL 1: Using LinkedIn
CATEGORY LEVEL 2: Home Page
DATE CREATED: 08/28/2008 02:31 PM
LAST UPDATED: 09/02/2008 01:01 PM
STATUS: Bug Filed

----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
It's only a deal if it's where *you* want to go. Find your travel deal HERE (http://information.travel.aol.com/deals?ncid=aoltrv00050000000047) .
Response (LinkedIn - Suzy (SJ)) 09/02/2008 01:01 PM
Dear P

We are aware of the issue you are currently experiencing and we are working diligently to resolve the issue. We appreciate your patience while this issue is being resolved.

Regards,

Suzy
LinkedIn Customer Support
Customer (P Hernandez) 08/28/2008 02:31 PM
I requested assistance to this issue a few weeks ago but have not had the courtesy of a reply. The connections tab on my profile is NOT displaying my own contacts to me!!!!! I have tried this on 3 different computers so it is not my computer. The message that I receive has something to do with line code....???

Please advise. If unable to use, I will need to close out my profile and account, and recommend to my friends and colleagues that they do the same.
Auto-Response 08/28/2008 02:31 PM
Thank you for your question.


Question Reference #080828-001744
Category Level 1: Using LinkedIn
Category Level 2: Home Page
Date Created: 08/28/2008 02:31 PM
Last Updated: 09/10/2008 01:07 PM
Status: Waiting on Member

[Srinivasan Seshadri]

Hi:

I am extremely sorry to write this email since no reponsible person was there in LinkedIn. I left 3 messages adn emaileed ti customer care regarding billing clarifications but noone called so far.
This is not customer carea dn youa re in the service industry. I can certainly help you to improve your customer care if needed.

Regards
Srini

[MSmith]

It's been nearly three weeks since I first contacted LinkedIn regarding the size of groups that I administer. Why would you limit the size of a group? That is the question I receive nearly 50 times per day. By administering my groups and unwaveringly evangelizing LinkedIn I would think that you could take the time to respond to my communications. As group administrators and evangelists, we handle a lot of the typical customer service requests that you would otherwise be faced with. The balance of the questions and/or requests are largely technical or regard policy. Please fix your customer service issues - I and many others have worked hard, to the benefit of LinkedIn, to make the community what it is (and can be). If you don't, I am sure someone else will.

[PMorris]

I too have been experiencing serious support issues with Linkedin for the past serveral months now.

Hers's the usual response:

"We understand your concerns and apologize for any inconvenience. We want to reemphasize that the site continues to work for the vast majority of our users. The information has been escalated on to the appropriate parties, but at this time we are not able to provide you with a resolution."

What a load of crock! Like I care that the site works for the "vast majority of users." I want it working for me!

I'm hoping that Linkedin reps trol this site!

**Error msg attempting to manage Recommendations [Ticket: 081229-000721]**

[Evelyn So]

Here's my LinkedIn story - two ongoing major issues.

Still unresolved!

http://noesium.wordpress.com/2009/01/25/need-a-test-of-patience-try-linkedin-technical-support/

[Evelyn So]

My problems (posted above plus more) were recently resolved. I was introduced to someone within LinkedIn on Twitter. Within 24 hours I got a nice LinkedIn message from the Senior Director of Customer Operations, an email and a phone call from the CS...and all issues promptly

[Doug]

I'm growing increasingly frustrated with LinkedIn's "customer service." My new connections are not showing up in my network. This has been going on for two weeks, despite the fact that my email indicates that they have accepted my invitation. Why do they not appear and how come there's no way to reach anyone at Linkedin? I may just have to cancel my $19.95 a month service.

[Cody James Miller]

Have been unable to update my profile info for weeks. Not surprisingly after troubleshooting, not a problem at my end, (ISP or browser). Server issue with LinkedIn, connection time outs every time.

Just sent an email to inform, but it doesn't look promising on the support front, after reading all these comments!

[Maureen]

I have been having problems for months now. Did you get any help from Mario? If so, how can I contact him?

[Doug Tull]

I have been trying to cancel my Premium Services with Linkedin for weeks. They don't answer their phones. When they do, it's a receptionist who can't cancel your account or furnish you with any useful information. This trend in .com companies not to provide their customers with an English-speaking, live customer service person may save the company millions in labor, but it just infuriates your customers. I want to cancel my Premium Account now. How much simpler can I make it? I've given you my email address and phone numbers. Linkedin: You better check yourself before you wreck yourself!

[M]

Greetings,
My account was showing some problem iwth my contacts like the page keep on searching endless ,but after a week i cant even open my account not even the home page of linkedin.
I tried it to open my account on other systems ,same thing,
Please advise me