Hi Everyone,
I am really frustrated.
I am trying to get in touch with the 24/7 Helpdesk since last night and every time I ask the AI Chat Bot that I need a human, no one is there to speak. No one’s reaches out via email also.
It was always so easy to communicate with THS, but now prices are higher and service is lower. I need support from a human regarding a technical issue and there is simply no one to assist.
Did anyone notice this as well? It’s really annoying 
I’ve been lucky not to need urgent support but I have noticed that it’s being reported on the forum more and more often.
Sometimes posters get support through forum @moderators.
I hope you get can get help soon.
Good luck!
Sorry to hear that you haven’t been able to speak to someone.
I have sent you a DM to let you know how we can help!
Jenny
@Jenny Can you confirm whether the 24/7 claim is correct or not.
I asked a member of THS staff a while ago and was assured this was 100% true
The most annoying thing about the AI chatbot is that you type a message, it comes up with a response showing it understands the issue. You ask for a human support, and it gives you 2 option, Emergency and non emergency.
The moment you pick non emergency, it goes back to dumb responses that help you in no way.
That’s at least my experience which happened a few months ago.
Maybe it go better since then
Just had the same problem, and I totally agree with you. You should see some of the concerns on the Reditt THS sub.
It hasn’t, I just tried to contact them and the Bot said to contact the bot on the righthand bottom of the screen. So I was already chatting to them.
“I noticed you needed help and are in an emergency, Maybe consider messaging me using the chat in the right hand bottom corner…” That is just comical.
I read the headlines, “AI is coming for your jobs”, than I look at THS live chatbot and think how our jobs are safe. haha
Also, I notice every time a new AI model comes out, the older ones start to run terribly bad.
I had an AI dialled in, pumping out exactly what I wanted, and then the moment a new AI comes out, it starts to hallucinate, is always incorrect. I need to reprompt it over and over again.
It feels like the AI companies are doing this on purpose to push people to the newer more expensive model.
Maybe that is the case here with the AI chatbot. Because honestly, back in the day, it was working quite well, and now it feels like it being run by a monkey pressing flashing lights.
Hi Colin,
I double checked with the team and this is what they’ve said:
“Our support team is available 24/7, however, we are currently experiencing higher-than-normal contact volumes. We are processing all inquiries in the order they arrive and will get back to the member as quickly as possible.”
For those with urgent concerns, I’d recommend reading “What if there is an emergency during a sit?” which recommends contacting the other member by phone, along with the relevant authorities if necessary. There is also a link which takes you to your Dashboard and the number for the urgent support line.
It’s my understanding that when using the Live Chat service, it’s often easier to get through to an agent (if someone’s available) by asking to speak to a human.
Jenny
I have done this personally a couple of times and it barely connects to a human, in fact it seems like it resets the conversation, and you need to go through the process again.
Thanks for letting me know @HouseSittersGuide - let me ask the team about that - it may be next week when I get back to you.
To be honest, it sounds like a lame excuse to me, there is nothing about this time of the year that would attract more than usual calls.
My advice is to tell management, they need to use some of the extra profits made via the new booking charges and employ some extra customer service staff.
If they are advertising 24/7 support, then that is what should be provided. If they can’t provide it, don’t advertise it.
@Colin That excuse (oops, reason) is their standard response every time I have reported a listing, and time of the year makes no difference. It says something about THS, its service and performance if Membership Services is being overwhelmed with issues.
Actually I would say this is the standard for any help line anywhere. I actually can’t think of a time where I called a help line and didn’t get the “we are receiving a high amount of calls… bla bla bla”. It’s just the easiest thing to do and hope that people give up and solve their problems in another way. Me, I just put my feet up and hang on 