what is going on with support these days?

sonyawiprud · April 24

I submitted this on 04/18, I knew it was a weekend so I knew I would have to wait until Monday for help:

Hello, I am having trouble with credits and discounts at move-in and during transfers. At Move-in, we offer 2nd month free as well as Sr or Military discount, for some reason I am not allowed to manually enter the second month free as I always have, it reverts the discount back to the 1st period and takes off the second period, furthermore when I try to add it in after the fact, it does the same thing in edit charges and payments. Even then I had to take zero dollars, and go back in and set up the recurring discount at least 5 times before it would take it, and that was only when I clicked OK and then OK in the payment screen, it wouldn't let me take the payment first, it kept changing the amount due back to the original amount. During transfers, if an existing tenant has a SR or Military discount, I get an error telling me this unit type does not allow the discount. Thank you, Sonya All Storage of Encinitas CPPP L009 760-436-2338

On Tuesday, she asked for my corp code and location code, it was my day off so I answered it on Thursday by highlighting that the information she needed was in fact in the original submission. on 04/24 this was her reply:

Hello Sonya,

Thank you for the information. Only one discount can be applied to a charge at a time. If you would like to apply a military discount to a tenants account you will need to create a future charge that is not discounted to apply the non-expiring discount.

Thank you,

Faith | Storable Support

I ASKED HER TO PLEASE ESCALATE IT TO SOMEONE THAT CAN ACTUALLY READ THE DETAILED ISSUES.

sidenote* I don't normally put people on blast like this, I am usually patient and kind with support, because I need them to help me. I have had SL for ten years. To be brushed off like this on top of new issues, and the new update really has me frustrated.

Thank you

sonyawiprud · April 24

@storable_support

storable_support · April 30

Hello @sonyawiprud, I wanted to let you know that we’ve seen your post and have escalated your case to our support leadership team. Someone will be reaching out to you directly to assist. We appreciate your patience, especially over the weekend, and we're committed to making this right. You should hear from us soon!

sonyawiprud · May 3

storable_support said:

Hello @sonyawiprud, I wanted to let you know that we’ve seen your post and have escalated your case to our support leadership team. Someone will be reaching out to you directly to assist. We appreciate your patience, especially over the weekend, and we're committed to making this right. You should hear from us soon!

A big THANK YOU to Russ, who spent over an hour going through the issues with me, thank you for your patience and thank you for believing me when I told you there was an issue. Turns out if there has been a manual discount along with SR or Military, it won't allow a transfer without canceling the current discount. They are are aware of this issue.

sonyawiprud · May 3

A big THANK YOU to Russ, who spent over an hour going through the issues with me, thank you for your patience and thank you for believing me when I told you there was an issue. Turns out if there has been a manual discount along with SR or Military, it won't allow a transfer without canceling the current discount. They are are aware of this issue.

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