Web of Science has no customer service and no documentation
Using Web of Science via my institutional connection.
Their UI is missing a filter that used to exist.
Documentation suggests that I cannot access these filters without creating an additional account in my own name and signing in (this is false, btw, according to later interactions with customer service by telephone).
account creation, however, does not work, because apparently the account already exists (it doesn't a customer service rep told me he could find nothing on the back end attached to my email address). Account recovery also does not work (probably because there is no account). I tried to submit an email, but the email submission form does not work, asking me to use the same account to log in, and then asking me to submit a captcha which is also non functioning.
the site also advertises an available live chat which...does not work.
Finally call a number in the UK, and am connected to three separate customer service representatives, none of whom can help me, and all of whom are Indians reading off a script, which suggests that their customer service is off-shored to an external call center and involves exactly zero in-house technical people solving technical problems. Was also asked for a ticket number that doesn't exist at one point.
If Clarivate had sat down and planned out the best way to prevent people from contacting them with questions or technical issues, they could not have done a better job. Congrats.
