10 years of loyalty lost due to abysmal customer support
After a decade as a paying customer of Acuity Scheduling, I am taking my business elsewhere. What was once a dependable platform has devolved into a textbook example of how not to treat your customers. Over the course of a recent service lapse, which continues to affect functionality I actively pay for, Acuity's support team failed at every turn. Despite repeated contacts, the core issue remains unaddressed with no timeline or pathway to a fix. I was treated like one of their developers, not a paying customer. Instead of taking responsibility for their errors, support deflected with technical jargon and a total lack of accountability, as though debugging their platform was somehow my job. The most appalling part was when they tried to drag my clients into their problem. Rather than resolving the issue on their end, I was instructed to involve my own clients in troubleshooting, turning a platform failure into my clients' inconvenience. This is unacceptable by any standard. This entire experience was unprofessional. After ten years of loyalty, I expected at minimum a good-faith effort to resolve a service disruption. Look elsewhere.