I submitted a request to build a form and was wondering when I'll get a reply

Hi I submitted a request to have a form built for me. I'm wondering when I'll get a reply?

I'm sorry but we do not provide service to build forms. But we provide support 24/7 when you come across any difficulty while creating forms. If you are creating forms for the first time, I would request you to refer the guides below:

https://www.jotform.com/help/chapter-2-Create+Forms 

https://www.jotform.com/help/2-How-to-Create-Your-First-Web-Form 

Do review and let us know if you come across any issues and we will be happy to help.

Hi,
I'm frustrated. Your answer appears to be wholly inaccurate - it does not
reflect your current product offering.
*Could you please escalate me to a more senior level of support that is
more familiar with your product and services?*
Here is a screenshot showing that you are incorrect and JotForm does in
fact provide a service, described as "Let us create a form for you":
[image: My_Forms___JotForm_and_Slack_-_Exygy_and_Speed_Dial.png]
...

I would like to apologize for the confusion.

We do provide the form building service. Please follow the steps below:

1. Log in to your account and go to the My Forms page. Select Create forms.

2. Select the required Form Layout - Classic or Card.

3. Select the Request Form option.

4. Complete the Request.Form and click on Request.

 

Again, I'm feeling frustrated by your support -- it seems you ignored my
first message! I already completed this form, three days ago -- I am
inquiring regarding when I will hear back!
...

Sorry about that. Please note that once you send a request to build a form, the concerned team responsible for that will respond to you directly. Sometimes there could be a delay due to the team's workload.

Could you please escalate this ticket and get me a response, with an actual timeline, from the appropriate team, today?

Apologies for the confusion Zach - To answer your questions:

Hi I submitted a request to have a form built for me. I'm wondering when I'll get a reply?

Again, I'm feeling frustrated by your support -- it seems you ignored my first message! I already completed this form, three days ago -- I am inquiring regarding when I will hear back!

We can't give you a definite timeframe on when the form will be ready. To give a quick background, this offer's availability highly depends on the workload of the team who handles these requests. The REQUEST A FORM option in the MY FORMS page may also be disabled at times.

Could you please escalate this ticket and get me a response, with an actual timeline, from the appropriate team, today?

We follow an internal workflow for escalations, but this only applies to issues, bug reports or feature requests. I understand that this is urgent and that you've been waiting for a reply for 3 days so here's what I'll do to help - I'll get in touch with the team who handles these requests and will ask on your behalf. Hopefully, we'll get a reply or at least a rough timeframe on when the form will be ready. Thank you in advance for your patience and cooperation.

Great! I appreciate receiving your thoughtful reply.

It's not so much that the request is urgent, it's the total lack of communication.

I received no information after submitting the request. I have no idea what (if?) the cost is. I have no idea how to communicate about it. I have no idea when it will happen. When I inquired, your support agent stated "we don't offer this service" which, quite obviously was wrong.

I recommend that you consider improving communication. This is my first experience with JotForm, and so far it has been bad.

When do you expect to hear back from the team that handles this request? Is there any way I can be in touch with them directly?

Thank you,

-Zach

My colleague asks for an update on your behalf. Once we have any information in this regard, you'll be posted here.

It usually takes time if you request a form as to why we can not provide any time frame for implementation. I have a suggestion though, you can create an online form and tell us what you need then we will do our best to help you with the form you want. We are online 24/7 so you will get an answer as soon as possible.

When I inquired, your support agent stated: "we don't offer this service" which, quite obviously was wrong.

Sorry for the confusion, he meant we're not taking a direct request form. We can help you with the form you want to build but, we can not do all or the whole form for you.

Let's say for example: 
You have a form and you want to customize some of the fields. Then post a ticket here in our forum and ask for help on how you can change it and we'll give you the right CSS code for that.

Hope this information helps! :)

I believe you do provide a form building service:
Per your system: "Let us *create a form for you*."
Per your support agent: "We do provide the *form building service*."
While I appreciate your creativity, I am not looking for alternatives. I am
looking for a direct, simple answer to my question:
*What is the cost + timeline for you to create for me the form I submitted?*
Thank you!
-zb
--
[image: Exygy]
Zach Berke
Founder, Managing Partner
415-992-7251 x 201 <415-992-7251> | www.exygy.com
2601 Mission Street, Suite 300 San Francisco, CA 94110
[image: Facebook]
[image: Linkedin]
[image: Twitter]
[image: BCorp]

...

As far as I know, we do not offer paid form development services. The 'Request a Form' option is most probably there to create simple forms for our users, free of charge.

As soon as we get any information from the responsible team, we will let you know.

Today, I got the following reply:

Looks like you do, in fact, offer this service!

As what my colleague has explained, we don't offer paid form development services.

We may assist or create a form for a user free of charge using the "Request a Form" option. However, we cannot give an ETA when the form would be finished as it depends on the workload of the team that handles these requests.

It seems that the form you have requested started its process. You'll be updated when the form is complete.

If you need further assistance,let us know.