I genuinely feel like HubSpot support is getting worse over time.
Over the past few months, I’ve raised three separate support tickets, and in most cases the support representative either didn’t fully understand the issue being reported or the outcome was ultimately disappointing.
For example, I recently raised a ticket via chat and spent considerable time explaining the issue in detail. The support representative assured me that he understood the problem and had worked on similar cases before. However, he then converted the chat into an email ticket, which resulted in several days of waiting without resolution.
Ironically, when I later asked the HubSpot AI assistant the same question, it provided the correct answer almost immediately. At times, it feels easier to get accurate help from AI than from human support.
My current situation is much more frustrating. We are a HubSpot Partner supporting one of our clients, and we are currently dealing with a business-critical issue affecting their operations. Quotes are not generating PDFs, which is directly impacting our client’s sales team and their ability to send quotes to prospects and customers.
The ticket has now been open for over a week, and we’ve been stuck in a continuous back-and-forth with support. After requesting an escalation, we were informed that the issue is being reviewed by the internal team, but there has been very little transparency around progress, ownership, or an expected resolution timeline. While we understand that some issues require deeper investigation, the lack of meaningful updates has been extremely frustrating.
To make matters worse, I’ve also reached out to our assigned CSM for assistance and escalation support, but so far I’ve received no response. As a partner advocating on behalf of a client, being ignored while trying to resolve a critical issue is disappointing and, frankly, unprofessional. It also puts us in a difficult position when managing our client’s expectations.
At this stage, my concern is less about the technical issue itself and more about the overall support experience, communication, and accountability.
Have other partners experienced a decline in support quality recently?
What is the most effective way to escalate a critical client issue when support is unresponsive and your CSM isn’t engaging?
I’d appreciate hearing how other partners have handled similar situations.