I would like to raise a concern about the quality and effectiveness of OpenAI’s customer support.
My experience has been extremely frustrating. Initial responses appear to be generated by an automated support bot. They often repeat generic troubleshooting suggestions without properly addressing the issue being reported.
When a case is supposedly escalated to a human support specialist, communication often stops completely. Users are told to expect a response within a few days, but then receive no meaningful follow-up or explanation.
I am currently dealing with this situation in support case #19896163.
I have provided three shared ChatGPT conversations from different Projects, containing extensive examples of recurring problems with instruction-following. Instead of reviewing the conversations, support repeatedly asks me to manually extract timestamps and individual prompt-response examples.
This raises a broader concern: what is the purpose of escalating a case to a specialist if the user receives no substantive response afterwards?
Customers should not have to repeatedly explain the same issue to automated systems, compile extensive evidence themselves, and then wait indefinitely after being told that a human specialist will review their case.
I understand that support teams may handle a large volume of requests. However, automated acknowledgements and escalation notifications should not replace actual investigation and communication.
I would appreciate clarification from OpenAI staff on how escalated support cases are handled, whether they are genuinely reviewed by human specialists, and what users should do when communication stops after escalation.
I am sharing this experience in the hope that it receives attention and that the support process can be improved.
Case Number: 19390078
Case Number: 19540273
Case Number: 19896163