Thank You for Your Understanding

bugs

One Etsy Seller had her shop closed due to non-payment of her account while she was dealing with the death of her mother. Upon return to her shop, she found it closed, paid her bill, and received a response saying her shop would be reopened. It was not, so she contacted Etsy support. Not once. Not twice. But three times. But, surprise, surprise. No response.

She posted to the Bugs forum, obviously in frustration, asking for advice on what else she could do to get her shop reopened. A day later, an Administrator pops in to close down the thread  (emphasis added):

Marie Kelly from EiramVintage11:06 am Dec 20, 2013 EST

I’m going to bring this thread to a close, because this is not a bug. My condolences for your loss:( We will be in touch via the emails you sent. Thank you for your understanding.
If this was not a bug, then this seller was purposely ignored until she came to the forum for help. And you expect understanding for this??
I find it very hard to understand why customer support is not available when a customer needs support. I find it very hard to understand why customer support is not available 24/7 on a site that operates 24/7, considering others’ livelihoods are at stake. I find it very hard to understand why Etsy doesn’t put customer support at the top of the priority list: what could be more important than your customers??
Oh, yea. The bottom line. To offer real support would be costly, and would cut into the profits. Can’t have that now, can we?