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LinkedIn Contacts App Failure & Poor Support Communication

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Information about LinkedIn Contacts App Failure & Poor Support Communication
Business & Mgmt

Published on March 6, 2014

Author: stayingalive

Source: slideshare.net

Description

Scroll to the end of the document to see the start of the conversation thread.
I hit (in my world) a serious contact duplication issue with LinkedIn, because I had to do a hard reset on my iPhone. Read the communication between myself and LinkedIn support, where the agent did not understand my issue and wasn't able to give me a satisfactory response. In the end I solved it myself.
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From: Subject: Date: To: LinkedIn Customer Support linkedin_support@cs.linkedin.com iPhone reset causes duplicates in contacts [Ticket: 140305-015808] 6 March 2014 13:40 michael@stayingaliveuk.com LinkedIn Customer Support Message Subject: iPhone reset causes duplicates in contacts Thread Response Via Email (Samantha) 03/06/2014 07:40 Hi Michael, Thanks for sharing your comments on how we can make LinkedIn better. Feedback from members like you provides us with insights that identify the needs of our customers. I sent your message to our research and development team for review and consideration in future developments. Although every idea cannot be individually responded to or implemented, please know that we do monitor suggestions quite closely for recurring themes. I'd like to invite you to follow us on Twitter http://twitter.com/linkedin or check out the LinkedIn Blog http://blog.linkedin.com for the latest notifications on site improvements. Both options are great ways to stay informed about new releases and exciting work going on behind the scenes here at LinkedIn. Samantha Member By Web Form (Michael de Groot) So I followed my own procedure. 03/05/2014 16:05 Reinstalled the app after deleting it, so it went through the process of pulling my contacts through to LinkedIn 'web' app. And as you can see with the new image attached the volume of contacts is now half of what was there before. So I think I've proven the point that when you install the contacts up again it pulls through the contacts into LinkedIn a second time duplicating contacts. So the advice for customers should be that if they have to reinstall the app for any reason, they first need to remove the connection in the LinkedIn web app and then do the reinstall, to avoid duplications I sincerely hope this makes sense to you and I highly recommend this thread is sent to your app development team to illustrate what happens with a reinstall of the app. This is potentially a serious issue for customers. Success. Member By Web Form (Michael de Groot) 03/05/2014 15:29 Samantha I have just seen your response and I'm sorry to say you are wrong. The contacts app, pulls my contacts from my iPhone and puts it inside the LinkedIn contacts web application (not phone application). It has nothing to do with iCloud or anything else you are confusing the issue by keep going back to the iPhone. I already explained that when I had to reinstall the contacts app, what it did was to pull through for a second time all my contacts from my iPhone and duplicated them inside the 'web' app. Once I removed it, it removed the duplicates. Of course I know it will not remove my proper LinkedIn connections, they stay the same inside LinkedIn. The app is not robost enough. Listening to Jeff Weiner talk twice about how LinkedIn is investing in mobile in 2014, you guys have to seriously sort out the way this works, as it is far from a satisfactory integration. Plus the fact that the existing flagship app also allows you to download contacts onto your phone, the whole process between those 2 apps is completely counter intuitive and very confusing for customers to cope with. I will write a separate letter on this and send it directly to some senior members within LinkedIn. I am looking forward to getting the follow up questionnaire after this support, as I haven't been very happy at all. Sorry. Member By Web Form (Michael de Groot) So because of the lack of proper advice or answers, I decided to take my own action; 03/05/2014 15:19 1. I deleted the contacts app from my iPhone. 2. I removed the iPhone connection from within LinkedIn settings. 3. I checked the contacts database inside LinkedIn and thankfully all the duplications have now been removed from within the contacts section inside the web application of LinkedIn. 4. So next I will attempt to reinstall the contacts app on my phone and allow it to pull my iPhone contacts through to the web application inside LinkedIn. 5. My theory is that when I do this, I will not have the thousands of duplications that I had previously, inside LinkedIn. I will advice the outcome of this procedure, so that you have the result and can advice other clients, when they have problems with the unstable contacts app.

problems with the unstable contacts app. Thank you Response Via Email (Samantha) 03/05/2014 15:16 Michael, By clicking the remove button within the Contacts on linkedin.com you are only remove the permission for LinkedIn to access your phone to sync contacts. This does NOT remove contacts from your phone NOR does it remove contacts from your LinkedIn account. All options listed are for permission for LinkedIn to access that specific application or device and doesn't alter information that has already been imported. To remove contacts that may have been duplicated on the phone you will need to remove them manually using the address book app on your phone or if you use iCloud you can login to icloud.com and remove them from that address book. This will also remove them from your phone. Samantha Member By Web Form (Michael de Groot) Samantha, you still haven't answered my question, so I'm giving up with you, sorry. Response Via Email (Samantha) 03/05/2014 15:06 03/05/2014 14:52 Michael, Nothing changes within LinkedIn aside from the fact your revoke the permission for LinkedIn to access the contacts on your phone. Samantha Member By Web Form (Michael de Groot) 03/05/2014 14:50 Samantha I will try for the last time. I'm not asking what happens to my phone forget that. I'm asking what happens inside LinkedIn? Forget my phone completely. Response Via Email (Samantha) 03/05/2014 14:26 Michael, As mentioned in my last message if you click on remove all that happens is you are revoking permission of LinkedIn to access your address book. This does NOT remove contacts from your phone. Samantha Member By Web Form (Michael de Groot) 03/05/2014 14:17 No Samantha, you are still not answering the question. I'm not talking about the iPhone app. I'm talking about removing the iPhone address book inside LinkedIn web app! not iPhone app. See the attached image. What happens to contact details inside the web app when I click remove. If you don't understand my question, then you don't understand the application and I need someone else to talk to. This is hard work! Response Via Email (Samantha) 03/05/2014 14:00 Michael, As I stated in the last email if the app is removed or you remove access via LinkedIn contacts the contacts will still be on your iPhone address book. This is due to the fact the contacts are stored locally in the address book. Samantha Member By Web Form (Michael de Groot) Samantha 03/05/2014 13:54 OK we are not getting anywhere like this. Maybe I'm not making myself very clear. Let's do one question at a time, maybe that will work. I'm not really that interested in your experience, I'm interested what the outcome is for me. Question: What will happen when I remove the iPhone in the contacts settings menu inside the LinkedIn web app. Will the contacts still stay stored there or not? I will ask the next question when you are able to answer this one clearly. Thanks Response Via Email (Samantha) 03/05/2014 11:55 Michael, I experienced the same thing when importing my contacts. The LinkedIn contacts app matches current contacts to the information on LinkedIn, if there isn't a match it creates a new contact. So if you have someone's home email but they use their work email for LinkedIn it will duplicate the contact. I have also seen this happen with other applications. The only way to resolve the issue is to remove the contacts from your address book or iCloud. I know it isn't an easy task as I have done it myself. Uninstalling the app won't remove the contacts as they are already saved locally.

Samantha Member By Web Form (Michael de Groot) 03/05/2014 11:48 Thank you Samantha, but when I filter in my contacts on iPhone all my contacts are duplicated there, some 3 times. My question then is to remove iPhone from the settings section. What will happen when I do this? i.e. What happens to the contacts app on my phone? Should I delete the app first, then remove iPhone from LinkedIn and then reinstall the app and start the process again? I'm not happy with so many duplicates, as my numbers are so large. It really is a fault within Linkedin that has to be sorted! as it really shouldn't import iphone contacts again, if they have already been imported previously. Many of my students are reluctant to upload their contacts to the cloud, which I understand especially when problems like this occur. Please can you answer my questions instead of saying it is not a problem. Thank you and regards Response Via Email (Samantha) 03/05/2014 11:33 Hi Michael, I don't believe this is an issue with your device or account. I verified in my account that I have 606 for iPhone Address Book but only have 341 on phone with a top number of 366. It appears to be the way that Contacts imports data from the phone and is no cause for alarm. Please let me know if you have any other questions. Regards, Samantha Customer Experience Advocate Response Via Email (Heather) 03/05/2014 07:30 Hi Michael, I apologize for not having a quick answer. I have forwarded your message for additional review and advice. We’ll be in contact with you as quickly as possible but your issue may require additional research which may extend your wait time. You can always check the status of your ticket by moving your cursor over "More" at the top of the LinkedIn homepage and then selecting "Help Center". From there, click "Support History" in the top left to see the status of any tickets you've submitted. Thanks for your patience. Regards, Heather Customer Experience Advocate Auto-Response Thanks for contacting us. Someone from our support team will get back to you as soon as possible. 03/05/2014 05:43 If you can sign in to your LinkedIn account, you can check the status of your submitted tickets any time in the Support History section of our Help Center. Regards, Your LinkedIn Customer Experience Team *** This message is automatically generated by our system to show we've received your ticket request. *** Member By Web Form (Michael de Groot) 03/05/2014 05:43 Hi, I wonder if you can give me some advice. I know the whole contacts section connected to the app is not that straight forward. But I do know what I'm doing in this area. Recently Apple pushed an iOS7 update, which I tried to install on my iPhone 4. Unfortunately this caused iTunes to do a factory reset on my phone and I had to install everything from scratch. This meant that the contacts app, although installed from iTunes had lost my login details. Therefore it went through the start-up process again and imported all my address book. 3,500 contacts. As you can see on the attached screenshot, it has meant that now my contacts have been duplicated. Although top right the number of 3,469 is very close to the actual on my phone. I know it will vary because I have saved

Although top right the number of 3,469 is very close to the actual on my phone. I know it will vary because I have saved contacts as well. So is the best way to remove my iPhone address book and start again? Or will that make matters worse? Many thanks for your assistance. Kind regards, Michael ? Would you like to learn more about how to harness the knowledge and expertise of your LinkedIn network? Search for answers to common questions on the LinkedIn Help Center. Visit our LinkedIn Company Page and our Facebook Page. Check out our New Features Blog and follow us on Twitter®. LinkedIn values your privacy. At no time has LinkedIn made your email address available to any other LinkedIn user without your permission. LinkedIn Corporation © 2014 | Privacy Policy | User Agreement | Copyright Policy [---001:009506:60068---]

BEFORE REMOVING CONTACTS APP FROM IPHONE AND REMOVING THE LINK ON THE WEB! ! ! AFTER REMOVING THE CONTACTS APP FROM IPHONE AND REMOVING THE WEBLINK AND THEN REINSTALLING THE IPHONE APP. THIS RESOLVED THE ISSUE

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