I've used Pinecone Research years prior and closed my account due to the following issues. I reopened it within the last few months and found that nothing had changed.At first, years ago, the site was reliable. But eventually I never had any luck with surveys because it would load then redirect me to the Pinecone Research page, telling me I didn't meet the criteria despite the survey never even loading. I would report this to their staff, then get back a response suggesting I do things like switch to my phone, turn this off, switch browser, clear cache, etc. None of these things made a difference. And the way they have arranged their support system, you aren't able to reply to the email they give you, so you have to open an entirely new ticket to continue the conversation. But it's not much of a conversation when all they do is provide the same scripted response.I experienced that again with my more recent attempt at the service. This time, it was almost exclusively this same glitch. I've looked it up and other people have this issue, so I know it's not me. I've switched to different phones and computers since then, and the issue is the same all these years later. I've repeatedly messaged them to try and get help with this, to get them to recognize that their script isn't helping, that they need to look into the issue. One of the laughable things about their script is they apologize because they are a relatively new site, when the site has been around since the 1990s. It just feels like no attempt was made to help. After weeks of this, they finally respond with a non-scripted message letting me know that they were unfortunately able to help me, so they would be closing my account. This is a lie, because they never lifted a finger to begin with. Their scripted responses were no better than reading an FAQ page. They did nothing to help, then decided to just kick me out because they didn't want to bother. It is impossible to get into contact with anyone above the support team to report their lack of care. You're at the mercy of a limited set of support ticket topics, none of which are about submitting a complaint of their service. It is extremely disheartening that their support team is as ineffective as having one of those AI support chats. Nothing gets solved, and the user suffers for it. The fact that there are humans doing this makes it worse because something could have been done if they cared.
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