LastPass Support doesn't answer

[salrau]

Hello everybody,

I have an Enterprise plan and I am trying to get in contact via email with the support team since December, 28th but without success -- basically 19 days ago!!

I am using the "contact us" forms both at https://support.lastpass.com/contact and https://support.goto.com/contact but the result is always the same.

I've opened several tickets but I've just received an auto-reply via email with the case numbers and nobody from the support team got back to me.

Moreover I cannot see these tickets in "My Cases" list but somehow I can still access them with a direct link like 

https://support.lastpass.com/mycases?casenumber=XXXX and all the tickets that I've created are simply closed without any reason or comment.

To be sure that it was not an issue with my account, I've also asked one of my colleagues to submit a new case but the result didn't change.

I am not sure now if there is an issue with the support ticket system or if the support team is just ignoring and closing my requests, but the overall experience for me is extremely bad.

As an Enterprise customer I am expecting a 24/7 email support and with the highest priority according to the levels of customer support that LastPass offers and being ignored for more than 2 weeks is really unacceptable.

Is anybody else experiencing the same problems? 

[salrau]

Is there anybody who can help me to get an answer from the LastPass Support Team?

[AshC]

Hi @salrau 

I apologize for the delay, and will have a support specialist reach out if your case remains unresolved. 

Thanks,

[salrau]

Hi @AshC ,

after many other emails and call-back requests from me and also from my colleagues, the support team came back to us via phone and, after almost one month, they partially answered my questions.

Unfortunately I still have open questions in my original case that they didn't answer yet but I guess the support team just marked all my cases as closed and they will never get back to me -- I am saying "I guess" because I still cannot see the list of my open cases and this is one of the open questions that I still have.

I don't want to repeat myself but my experience with LastPass support is terrible and the level of the offered support is simply unacceptable and not matching at all what an enterprise customer pays for.

I was hoping in some help by opening a thread  here but no reaction for more than 3 weeks confirmed me the overall experience that I had so far with LastPass. 

[Vitaz]

Dear AshC,

Is it really normal keep your paying customers without support?
I can't pass password recovery process and no one reached out. Now it's my target take my vault out an move to company with customer support.
Please help us!

[pgarrett]

Welcome to the club. LastPass support will not help us either. They just post a random comment then close the ticket.