No support
I’ve been on prolific for 2.5 years, great platform and has been a life changer for me but support is non existent and i’m now at the point of needing to go direct to the CEO
When the special participant group was introduced, I was immediately invited to it which was expected as 80% of my studies prior to its creation had been AI.
I started doing special participant studies up until January and then Prolific made some changes to the systems to combat script, bot and refreshing issues. Welcomed changes…. but it soon became apparent that I and a number of others hadn’t seen any SPG studies for a week or 2. It quickly transpired that with the updates, there had been a number of issues with some of our accounts and a tech engineer was trying to help us via the reddit sub and identify the problem. He had apparently identified it and loaded a fix but some of us, myself included have not seen a SPG study since.
I’ve now raised this with prolific support function for 10 months and every single time I get a reply with factually incorrect information and once I reply stating that’s incorrect I hear no further response and have to raise another ticket! the cycle goes round and round and round.
I’ve been told i’m not in the group, despite my account information showing that I am. I’ve been told i have never been in the group, despite me submitting my submission history showing SPG labelled studies! I’ve been told i’m not in it and never have been and i’ve been told that they can see I can now take studies so will once more close my ticket! Completely ignoring the query relating to SPECIALISED studies!
I appreciate the support function is completely overwhelmed which Is frustrating as a participant, but not responding to support tickets and just closing them cause they don’t have the answer is not okay.
I dread to think how much in earnings I have missed out on this year as a result of being part of a group that I cannot view the studies of!
I have now literally begged the support team to look into it properly and my ticket just falls into a black hole despite sending them evidence showing that what they are responding with is factually incorrect and that in itself shows there is a fundamental issue with my account! It has passed the stage of infuriating now. Having this issue for nearly a year is absolutely unacceptable! As is seeing other participants bragging how much they are making from this group when you’re suppose to be in it but the studies are not linking with your account!
I’ve tried support now 6 times, i’ve tried the Reddit community so this evening I have contacted the CEO with my submission history showing I was doing SPG studies up until January and showing my account clearly displaying that i’m in it along with a reply from his team stating “You are not and have never been it” - at what point does someone say “oh hang on, yeah something is wrong here as our system is saying this which is clearly incorrect and the person is not but should be seeing the studies! Let us root cause what has gone wrong!”
I’ll always love prolific, but its lost its way over the last 18 months and its a huge shame
*Update*
Yet another response that leaves me in limbo. Not seeing specialised study for 10 months, proof that I am in and was completing studies within the group and prolifics view showing I am not in and have never been in it is not rationale enough to warrant an escalation to someone in their technology department - Make that make sense!
Is it any wonder I’ve not seen a single study from the group in 10 months when their own system is recognising me as not being in it! But apparently, nothings wrong with my account and it’s in good standing!