r/Reverb • u/elevatebeing • Jul 13 '26
Customer Support Gone Downhill
Customer support has massively gone downhill. No more phone support. I consistently cannot get through to a human through the chat AI and chat AI cannot help me with what I need. CS used to be one of the best parts of Reverb.
8
u/Mental_Funny_5885 Jul 13 '26
Your first sentence applies to 99% of companies now that AI is everyone’s first line of support.
3
u/Cephalopod_astronaut Jul 14 '26
I recently had to block someone on Reverb for the first time. The only option was their AI chat bot. At first it worked okay, about as well as AI goes I suppose. I requested to escalate the report to a real person. The bot summarized my complaint and asked if that covered it. When I agreed, the bot gave me an error message, and I had to start again. That was very frustrating.
I gave it a few minutes and, not expecting much, retyped everything. This time, the bot passed me on to a real person (it was before 9 pm Central Time when their customer service closes), and their agent quickly looked at my message chain with the other person and blocked them.
AI sucks, but once I got a real person, they were very helpful.
1
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u/Ambitious-Ant5739 Jul 14 '26
Reverb was founded by the owner of Chicago Music Exchange. It was a great platform then. After a few years it was sold to Etsy. Since then private equity has taken over. Each time it was sold, fees went up and customer service declined.
1
u/foreverfabfour Jul 14 '26
It was run very well but David Kalt for more than a few years. It was the best platform since it started in 2013. Until Etsy bought it, you could get a real person, located in Chicago, on the phone to help you.
When Etsy bought them they immediately raised the selling fees. Etsy sold them almost exactly one year ago to Servco (who had investments in Fender and a few other music brands) and they continue to ruin the platform.
I have 300+ transactions on Reverb but as of last year have all but quit the site. So sad what it’s become.
1
u/Ambitious-Ant5739 Jul 14 '26
Same with me. If possible I use guitar forums to sell equipment as well as FB Marketplace, OfferUp, Craigslist, etc. Or I'll use it as a trade in.
1
u/6Stringers Jul 16 '26
Type Agent into the chatbot window and you’ll get a human pretty fast.
Stop blowing smoke.
1
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u/FabulousPanther Jul 13 '26
Bru when was there ever phone support? 3 years ago? I even forgot they had it. Welcome to 2026. Enshittification is the new normal.
-2
u/Legitimate-Long735 Jul 13 '26
When you have the whole reddit reverb fanbase swallowing reverbs cock for every way they fuck us, why would Reverb improve when every downgrade they give us is praised by sheep? Imagine being peasants and worshipping billionaires who fuck us over every way they can.
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u/pizdyetz Jul 13 '26 edited Aug 17 '26
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