Announcements

kvlschaefer
by: Community Manager
Community Manager

HubSpot's Global Week of Rest | July 4 - 8, 2022

Hi Community,

 

Last year, HubSpot introduced a Global Week of Rest as part of our long-term plan to prevent and battle burnout.   Our team members took a week-long company holiday to step away, rest, and recharge. 

 

Due to great employee feedback and the support of customers and partners, we’ve decided to make Global Week of Rest an annual perk, held during the week of July 4 each year. 

 

What Does This Mean for Me As a Community Member?

 

The week of July 4 - July 8, 2022,  we’ll be operating with a reduced staff, but will still be available to review any urgent issues.

 

During this week, our global support team will be available to help customers via email to answer pressing queries. Our community will be open for conversations with your peers, and will have limited coverage for urgent matters if the community is your support channel.

 

  • Streamlining customer requests through email will enable us to effectively monitor and prioritize questions according to urgency, while we’re operating with a reduced staff.
  • Phone and human chat will therefore be unavailable, but we'll be quickly reviewing all requests to ensure urgent issues are addressed.
  • You can email Support about HubSpot product issues or questions via the in-app Help Widget on the bottom right of every page. Please be as thorough as possible in your submission, this will help us to better prioritize your request.
  • Urgent queries about outstanding invoices can be sent to billing@hubspot.com. We recommend you reach out about invoices by June 24 to ensure you get a response prior to the Week .... More information on common billing questions can be found here.
  • If you need non-urgent assistance or advice during this time period, we encourage you to also explore our other resources, including Community, our Knowledge Base and HubSpot Academy.

 

Your regular customer contacts (in Onboarding, Customer Success, and Account Management) will likely be unavailable during the Week of Rest. They will work with you to ensure your needs are met before we go.

 

  • If you have an upcoming renewal, we encourage you to work with your customer success team ahead of the Week of Rest to finalize the details.
  • If you have any concerns we encourage you to reach out to your HubSpot representative so we can help develop a proactive plan in advance of the Global Week of Rest.

 

This is an investment in the individuals and teams at HubSpot that work tirelessly to support our customers to grow their businesses. We appreciate your patience and support as we create space for our employees to rest, recharge, and come back to work ready to best serve you.

 

Best,

The HubSpot Team

16 Comments
WMurdoch
Member

Employees might think that's great but for those of us who are still struggling with Hubspot and can't get help to even respond it's not so great for our businesses.

kvlschaefer
Community Manager
Community Manager

Hi @WMurdoch,

 

Thank you for your feedback. 

The support team will be available during the Week of Rest in case you have any questions regarding your account. If you have any concerns about this, I would encourage you to reach out to your customer success manager or customer success team. 

 

Thank you,

Kristen

WMurdoch
Member
I don’t know who my “customer sussess manager” or the “customer success team” is.
I sure could use some success since so far Hubspot has been a nightmare that will not end.

w.

SMaurice
Member

Does Hubspot officially acknowledge that July 4th is Independence Day?  American independence is worthy of celebration.

LouiseGlover
Contributor | Partner
Contributor | Partner

@WMurdoch - Sorry to hear your struggles, as awesome as the HubSpot support services are... sometimes we just need a little extra help from others to unpack the issues. Here at Experience Digital we can help you solve HubSpot issues regarding set-up/configuration, create bespoke solutions around a business problem as well some guidance or best practices. Send me an email and I can get the team to assist - louise@experience.digital

Thanks

LouiseGlover
Contributor | Partner
Contributor | Partner

@WMurdoch We can also help you locate your HubSpot Success manager through our Partnership channels. 

WMurdoch
Member
Partnership channels???

kvlschaefer
Community Manager
Community Manager

Hey @SMaurice! That's a great question 😊 Indeed, U.S.-based employees get the 4th of July off as a company holiday. 


Thanks for chiming in and offering those helpful tips, @LouiseGlover

 

Hi @WMurdoch, thank you for your feedback. I'm sorry to hear about your HubSpot experience. We are happy to assist you in the Community as you get familiarized with the software and beyond! Feel free to post any questions you may have in the product forums. Our Community will be happy to assist you! 

I will DM you the contact details of your Customer Success Team so you can reach out to them. 

 

Cheers,

Kristen

Lauren555
Member

Hey, I have a big problem.

The trial period is over and we need the system running. First, I can only choose US Dollars to pay instead of Euros. Second, none of my cards are accepted. I tried 2 business and even 2 private (american and european). 

I don't know where to get help from. Gotta get it working urgently.
Support Inbox does not work. Chat does not work.

WMurdoch
Member
Hi Lauren555,
I had the same problem and it was a HUGE MESS!
I accidently signed up in UK instead of USA.
It took a lot of work for them to get it sorted out.

You need to contact whoever you have dealt with at Hubspot that set you up.

Good luck. It took months for them to sort me out but they did get it done.
JSantana17
Member

Hi - I submitted an email request. Can someone please get back to me this week?

JMartin2
Participant

Who could have predicted that your staff would give great feedback for having a week off? 

Everyone, except senior management at hubspot it seems.

 

Who could have predicted leaving your customers with NO SUPPORT is a terrible idea.

Everyone, except senior management at hubspot it seems.

 

Why you haven't staggered the week off - to minimise disruption is frankly, bewildering.

 

We choose Hubspot over Salesforces as your entry prices are very low for our newly developed CRM. If however you decide to continue your policy of abandoning customers, the choice for us will be very clear when we decide to upgrade and use more advanced features.

 

 

karstenkoehler
Hall of Famer | Partner
Hall of Famer | Partner

Hi @JMartin2,

 

There are employees in support working this week, I've logged tickets and received replies.

 

What exactly do you need help with? There are dozens of experts happy and ready to help in the community, usually shortly after you start a thread.

 

Best regards

JMartin2
Participant

karstenkoehler

Very happy that you've had replies to tickets you've raised. I personally believe that if I have a problem with a supplier, that they should help and not some unpaid third party. I have found the same / very simular problem on the forum which remains unanswered - well actually a diamond user comments "One of the support teams should hopefully be able to pin it down."
As you can imagine - when something goes wrong, that impacts your business, you want live support, not a ticket. 
WMurdoch
Member
For one I cannot sent newsletters from the email address I used with Mailchimp.
My open rate, click through rate and sales are SIGNIFICANTLY lower when I send a newsletter from Hubspot.

The company that onboarded me knew one of my primary pain points was Mailchimp and I wanted to eliminate that in favor of Hubspot.
Now I am paying for BOTH! Because I can’t get rid of Mailchimp as my open rates, click through and sales are so much better.

So I am paying for marketing contacts and there’s now way I can unwind the marketing contacts in Hubspot.
My newsletter sign up is now connected to Hubspot (we changed all the forms on both of my websites) so people signing up for the
newsletter through those forms are not getting them becasue they are not on Mailchimp.

It’s a NIGHTMARE!
\
MichaelBoltonA
Participant

Just leaving people without proper support is not helpful