topic Re: Disappointed Lately with HubSpot Support in Tips, Tricks & Best Practices

Disappointed Lately with HubSpot Support

Hcal25 — Mon, 22 Sep 2025 19:54:07 GMT

Hi all,

Let me first start with saying, I am huge HubSpot advocate and have used it heavily every work day for at least 8 years. It's a great tool, but lately I have been very disapointed with customer support.

I am very comfortable using the tool and only using chat support when something is really wrong that I can't figure out. Today, I used chat support to understand why my setting to auto apply company owner to associated contacts was not working. I went through the usual steps - check the setting, confirm the primary company association, no owner was manually assigned to contact, etc.

I finally reach out to Support as this should be relatively easy to troubleshoot or at least identify if they're temporarily experiencing a system issue. Instead, I get a totally false response from chat support (image attached). Luckily, I knew that was not correct or I would've ended up implementing a new long-term process that would've been unnecessary.

After calling it out, they acklowedged I was right and will follow up via email. This is not the first time something like this has happened. Customers should feel confident in answers or recommendations provided to them, and I can't say I've felt like that at all recently.

Anyone else feeling like this?

Re: Disappointed Lately with HubSpot Support

STierney — Mon, 22 Sep 2025 22:25:36 GMT

Hey @Hcal25 - thank you so much for providing your feedback regarding this matter!

I'd like to start by apologizing for any frustrations you've experienced recently. While our Support team is always working to improve knowledge and implementation with our customers, we sometimes get things wrong. With that said, I have checked in with Support and can confirm that your inquiry is being looked into. Our team is working hard to ensure that we get you as timely of a resolve as possible!

Feel free to DM me with any further questions - I'm happy to see what I can do!

Shane, Community Manager

Re: Disappointed Lately with HubSpot Support

Hcal25 — Mon, 22 Sep 2025 23:39:20 GMT

Thank you. Looking forward to hearing back.