Poor LastPass customer support behaviour—what other options do I have?

Question

Dear LastPass community

I need help and would appreciate your advice on how to deal with a poor LastPass customer support experience.

In a nutshell:

* I am a loyal and paying LastPass customer and I logged a support case in June, which is still not resolved.
* My experience to date has been one of poor communication, getting referred within the support team and always starting back at square one (they don't seem to talk internally), no-shows on their behalf when we agreed on a time for a phone call, etc.
* I've asked for escalation several times, and I got escalated to a more senior member, but the issues remain: he hasn't responded to me since September 4, basically saying that he thought my case was resolved (I am not sure how he got to that assumption).

I feel abandoned and not valued. Not sure what else to do.

Any advice is appreciated.

Thank you

pcneums · Answer

While I otherwise love the platform, The lack of ability to communicate with LastPass support in an effective and timely manner is infuriating. It looks like I'll have no choice but to join others in seeking an alternative 😣

LastPass Support · Answer

Hello@"WhatNow",

Thank you for reaching out the Community.

I'm sorry for the inconvenience, butI've checked within our records for the account and couldn't find a match with the email address of your community profile. We'll take your feedback regarding the communication of our team.

If you need to follow-up, private message me email address of your LastPass account for a status check.

andre.pinkert · Answer

Thank you Karol

Many thanks for your response.

My LastPass account email is different to the one I am using here.

How can I private message you please?

Thank you