Why being honest matters! The horrors of dealing with LinkedIN support

Almost four weeks ago, we have launched an extension of our protein database API, which would give our clients and users the ability to embed interactive data visualisations across the web. Since our mission is to empower biotechnologist with the cutting edge data and visualisation tools, we wanted to have an integrated solution, which would work just like an embeddable Youtube video.

We have signed up with Embedly and made all necessary adjustments and API endpoints in order to fully support oEmbed standard (working with Embedly and Medium support was a breeze and pleasure).

As you can see on the attached example, the automatic embedding of our interactive data frames, works like a charm and looks slick!

Hypothetically, the embedding was supposed to also work in LinkedIN posts, which for our biotech company is the second most relevant platform for engaging with clients and biotechnology professionals.

Unfortunately, content embedding in LinkedIN posts does not work as expected, even for registered data provider (http://embed.ly/provider/peptone)

After testing and tinkering we have filed a support ticket with LinkedIN publishing platform hoping to get an explanation and directions.

1. The original support ticket filed 15 days ago.

Your Question :

Hello! We are officially registered with embedly as world’s first Biotechnology data provider (http://embed.ly/provider/peptone). Our API fully conforms with Embedly oEmbed (example: https://api.peptone.io/v1/visualize/survey?q=12) however we seem NOT TO BE ABLE to embed our content in Posts on LinkedIn. Could you please help us with resolving this issue? The professional audience of major biotechnology groups would greatly benefit from the content we want to exclusively share via LinkedIn.

The original support ticket

2. The response of LinkedIN support.

Delayed a bit, but still reasonable. As you can read, the support consultant is asking me to attach a “screenshot” of my post! He is not asking me for the snippet of code, nor a line of API, but for a screenshot! He is also asking me for an URL of a page? Which page? It is impossible to share drafts of the posts on LinkedIN.

Dear Kamil, Thanks for contacting us. I would first like to apologize for the delay in responding to your inquiry and for the inconvenience. This is certainly not the customary wait time for a reply from LinkedIn Customer Support. We have been experiencing higher than expected volumes, and your patience is greatly appreciated. W

ould you mind sending me a screenshot of the post you are trying to share? Here’s a link with instructions on how to create a screenshot if you need it: https://help.linkedin.com/app/answers/global/id/223 .

Also, please send me the URL of the page.

Once I get this information, I’ll look at it right away!

What does it all suggest? It’s simple, he has absolutely no idea what my problem is, nor how to tackle it.

3. I have realized I should be more verbal, hence I have decided to create a step by step description, how to reproduce my problem.

I have also attached the requested screenshot. Bizarre request, but what the hell!

Vyshnavi, To reproduce an issue please do the following:

1. Create a post

2. Do a link embedding (exactly in the same way, as you would like to share an embedded Tweet or an Instagram photo).

3. Paste in to embedding input: https://api.peptone.io/v1/visualize/survey?q=1 4. The embeddable link I have provided above is registered with embedly, it does work on Medium. Theoretically it should also work on LinkedIn.

The problem I have is the inability to embed an interactive iframe via https://api.peptone.io/v1/visualize/survey?q=1 I attach the screenshot of the operation I am attempting to execute.

4. The consultant’s response is a blunt and naive copy/paste of an outdated piece of online manual on LinkedIn help site, which of course does not work.

Hi Kamil, Thanks for providing this information. Please embed the URL first in http://embed.ly and then you should be able to add the URL. Here is how you should be able to do. Copy the embed code and paste that in the post. Refer this article: Publishing Long-Form Posts on LinkedIn If you have further questions, please feel free to reply to this message.

5. At this stage, I have decided to push around my team and ordered a complete audit of our API code.

I wanted to check if there could be anything that might cause incompatibility issues with LinkedIN. We have found no issues what so ever. Subsequently, we have spent quite a few hours needlessly attempting to follow the instructions given by the support staff.

After literally exploiting all possible options, I have decided to confront the LinkedIN support and demonstrate to me a working example of our data API embed on their side.

Vyshnavi, I want you to simply show me a LinkedIn post with my content embedded, following the procedure you have described to me. It simply doesn’t work at my end, and I don’t believe it does work at yours (unless there is a step you take that is not described in your reply below). Secondly, “Publishing Long-Form Posts” has absolutely no more information about this particular case. Judging from the lame-ass and vague description, my link, which I repeat is officially registered with embedly as data provider ( http://embed.ly/provider/peptone ) simply is not “unrolled” by LinkedIn API. Please attach the screens, of a successful embed at your end!

6. The admittance of guilt and neglect from LinkedIN support. After 15 days!

Hi Kamil, I can understand your frustration. I apologize for the inconvenience. I wish I had an immediate resolution for you. This particular issue will need to be escalated to our internal research team. I understand this may be frustrating but as soon as I get an update, I’ll let you know. Thanks for your patience in this matter.

7. I have decided to respond promptly.

Vyshnavi, You can’t understand my frustration, as you don’t have to deal with a person that is bluntly lying to you. I am angry, as you were not honest with me, and I made my team naively waste their time in an effort to reproduce completely wrong and unverified steps from your previous message. If you don’t have a solution, simply don’t lie about it! You will save yourself trouble.

I have decided to share this ridiculous and tiresome example of neglect and unprofessional behaviour in a hope that LinkedIN support will learn from this example and make appropriate changes.

To the support consultant Vyshnavi: buddy, be honest and get real!

Nobody is expecting you to know absolutely everything about the LinkedIN API. If you can’t help, simply say so, and delegate the ticket to somebody with technical knowledge.

To LinkedIN support:

“Primum non nocere”

Useful post? If so, make my day by clicking the heart below!

About the Author

Kamil Tamiola is the founder and the architect of Peptone — The Protein Intelligence Company. You can connect with him on AngelList, LinkedIn, Twitter, and Researchgate.