How do you get through to a human now?

General
1

Customer support is awful since it was switched to AI.

I ordered the 5.0, then instantly realised I wanted the MG. I contacted support, and the AI response told me I couldn’t cancel, but I had to return the unwanted device. So, I ordered the MG. I replied, but I haven’t gotten any more replies.

Both arrived, and I returned the 5.0 and kept the MG. Not only have I been charged £20 (ish) to return the order they wouldn’t cancel, but they accidentally cancelled my membership, so now I can’t use my MG.

I contacted support and received an AI response that was useless, as the options it suggested were not available to me in the app. I’ve replied, but I haven’t received a response yet. I raised another ticket and received a reply stating that a ticket was already open.

How do I get through to a human to look into this? I’m in the UK so I can’t call.

2

Yeah, their support is not so great right now. It used to be amazing. I just went through it and got very dismissive AI responses. In your message, try asking for an escalation, and you may get a human to look at it.

I also think that they are currently experiencing a massive influx of support due to the mismanagement of their upgrade launch, and they are just doing whatever is fast to get through the tickets without taking the time to understand the customer’s issues.