Vince C.

Can't chat with support without being on a mobile phone. The chat button doesn't appear on desktop. Finally when I get through, it takes 10 minutes for a response by someone who gives general answers and who doesn't even know which api is which and how they work. Their api's don't work according to their own instructions.

Here is a chat I had with one of their operators. This entire discussion was about 2 hours long because of long response times, to finally find out the operator was clueless on their own services, then disconnects when they sense that the customer is frustrated with the lack of support. What a waste of time.

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Me: hi
Hello
Clayton Porter: Hello
Me: so how come i can only chat w you guys on my mobile phone
Hello?
Clayton Porter: I am afraid I do not understand
Me: it only shows me the chat button on my mobile phone
Why?
Cant see it on desktop
Makes sense?
Clayton Porter: I suppose, but I am not sure why it is unavailable on our support page. I will let my ops team know.
Me: ok i have a q about the campaigns
It says $10 for 10k contacts
But how much per email?
Clayton Porter: The cost for the email volume will depend on your package level
Me: ok so the price is additional to the emails avail in my package?
Bc I was told there is no per email price in my last chat
When I choose this option
Clayton Porter: Well there is no per email price, it's the package level
So you pay a subscription price
Me: i dont understand
You have FREE, LITE, ESSENTIALS
Then you have the Marketing Campaigns which isnt available with FREE
So when I choose Marketing Campaigns, is there a per email charge? Or is the charge based of the amount of contacts I have?
Clayton Porter: Marketing campaigns is based on the number of contacts you have. The first 2000 are free after that it is $10 pre *******
Me: Is that price additional
To the 40,000 emails@ $9.95 a month?
Clayton Porter: Yes
Me: how come my v3 api doesnt work
I am doing it right bc the contacts list works fine but the campaigns api doesnt work
I tried multiple api keys
Clayton Porter: Are you getting a specific error?
Me: unauthorized ccess
Random html
Clayton Porter: Ok, well that would mean there is something either with the API key that does not match with what you set up or the formatting is off. Here is our documentation on the process sendgrid.com/docs/Classroom/Se...
Me: yea i got the instructions from the docs
Here, you try
Curl "https://api.sendgrid.com/v3/campaigns" -H "Authorization: Bearer xxxx"
That should work
But its not
When I use that api key on another api, it works, but not on this end point
Why not
Clayton Porter: Is that endpoint V2?
Me: don't you see the url?
It says v3 in it doesnt it?
Curl "https://api.sendgrid.com/v3/campaigns" -H "Authorization: Bearer Sxxxxx"
You take really long to reply
Clayton Porter: I am sorry, I am unsure what is not working for you. Does this work if you use your normal SendGrid credentials?
Me: is there a supervisor?
May i speak to a supervisor please
Clayton Porter: I am confused, what are you looking for me to do here?
Me: transfer me to a supervisor please
Clayton Porter: Unfortuantely I do not have one available
Me: there are no supervisors there?
I need to speak to someone who is competent with your own system. I really don't know how else to spell it out for you
Clayton Porter: Not at this time no, but again I am a bit confused, as far as I can tell we gone through each of your issues here successfully. Your error indicates that the API call you are using does not match what you've set up, or the formatting you are using is not working. If you have gotten it to work in another form here, what are we doing differently for this one to not work?
Me: i just told you the url I was connecting to, and you asked me if that was v2
I mean do you even know your own system?
Clayton Porter: I sure do, but the error you are indicating is that your password is incorrect
Me: there is no password
Clayton Porter: I'm not really sure what else you are looking for from me.
Me: you don't know that?
Clayton Porter: API key then
Me: please have a supervisor contact me
Clayton Porter: I apologize you are frustrated, but you've not tried anything else at this point. You've just said it's broke
How can I help?
Me: I don't think you are equipped to help me. May I speak to someone else
Clayton Porter: Unfortunately there is no one else available at this time. If I had someone else I would pass you along, again I am sorry.
Me: there is only one person there?
Clayton Porter: I have dealt with your issue before, and it indicates that the API key you are using does not match what is in SendGrid. It very well may, but if we are running into issues, I would suggest try creating the API key again, and following the format in the documentation exactly.
Me: i tried creating another one
I know its right because it works on other endpoints
Clayton Porter: I also do not have your username yet, so let me get that and make sure the account is running
Me: my user name is xxxxxx
I just gave you the CURL link so you can try it
As you can see i'm not the only one having this isue?
Clayton Porter: I'm still here, just looking through and seeing if I can find anything
Me: isnt the support team there
Hello?
Clayton Porter: Apologies, I am still here, I have a few conversations going at once if you'll bear with me. I am still looking here.
Me: when will support team be there
Clayton Porter: I apologize again if I sound ignorant here, where are you getting the xxxxxxx part of the key?
Me: thats what it gave me in my panel
Settings > api keys
I mean it seems like you don't even work there, like you don't know anything lol
Clayton Porter: Oh ok, interesting I only see xxxx
Me: thats not the key
Thats the key id
Clayton Porter: I do not need to be insulted, I am trying to help here
Me: i mean really?
Its like i know your system better than you
When will a supervisor be there, you are not helpful AT ALL
Is this like a sales chat?
Where is support
Clayton Porter: You're entirely right, that's me being really dumb. Sorry about that.
Me: Are you getting emotional?
Clayton Porter: Not at all
Me: I really need to speak to someone who knows your system
Clayton Porter: But I did mess up on that part of it and aknowledge that
Me: i just need to get this to work, why can't I get any help
I'm about to take my business elsewhere tbh
And post this conversation in a public review so people can see the kind of support sendgrid gives its customers
Clayton Porter: I understand, and if I were you I would be frustrated as well. I am trying here and I know I've not done myself any favors, But I am who is available at the moment. Just so I have all of my facts straight here, you are using our mail. Send call correct? And can you confirm with me that this works correctly with your normal credentials.
Me: i am using the v3 with api keys
For the 3rd time now i am telling you
Clayton Porter: Sure, but to do what?
Me: TO CONNECT TO THE CAMPAIGNS API
Clayton Porter: Send an email, add contacts, add a template?
Me: HOW MANY TIMES I GOTTA SAY IT
Clayton Porter: I apologize again, I just wanted to verify here.
Me: I SENT YOU THE URL
IM TRYING TO CONNECT TO
Clayton Porter: And can you please let me know if your normal credentials work ok?
Me: 2 TIMES
IT DOESNT ACCEPT CREDENTIALS
READ THE DOCS
IT TAKES AN API
I MEAN DO YOU EVEN KNOW YOUR DOCS
I CAN'T BELIEVE THIS
IM NOT HERE TO TRAIN YOU
IM HERE FOR SUPPORT
WHEN WILL A SUPERVISOR BE THERE
IM ABOUT TO CLOSE MY ACCOUNT
Clayton Porter: What I am trying to determine here is whether or not the recent release of marketing campaigns is what is causing this to not work. Again I am sorry for your frustration
Me: YES I AM USING MARKETING CAMPAIGNS API
YES I AM FRUSTRATED, YOU DONT EVEN KNOW YOUR OWN DOCS, WHAT DO YOU EXPECT
AT LEAST YOU'VE DETERMINED THAT MUCH

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