I had what was a comparatively minor issue; my SysAid was not displaying the current count of my installed software. Not earth shaking, but something I wanted to get fixed. I know I am in in compliance, but I am working on my budget, so I wanted to know.
I submitted an email support request on Wednesday @14:15 (EST) and got a response @ 16:22 the same day with the advice to upgrade to 14.4. Well, okay. My previous upgrades have gone pretty well, so I did the upgrade, uninstalled the old Agents and reinstalled the new Agents. As a result, none of my clients could use their hotkey or desktop icon to submit a new ticket. EEK!
I replied to the ticket with a status and got....nothing. I came in this morning and there was no reply. I Clicked the Support link and choose 'Let's chat'. 'It's Live and it's Instant'. Lies. It's a virtual agent with no obvious method of getting a live agent. I called the 800 number and choose Option 3 for support. Know what I got? 'Thank you for calling customer service, we are unable to take to call.'
Hmm. So I call the rep the originally replied. I had his extension, I'll leave him a voice mail. Nope. Dialling his extension gets a fast busy. Called back and hit 0 for an operator. Got an answering service.
Seriously, what steps does someone on the East Coast have to do to get support?
I submitted an email support request on Wednesday @14:15 (EST) and got a response @ 16:22 the same day with the advice to upgrade to 14.4. Well, okay. My previous upgrades have gone pretty well, so I did the upgrade, uninstalled the old Agents and reinstalled the new Agents. As a result, none of my clients could use their hotkey or desktop icon to submit a new ticket. EEK!
I replied to the ticket with a status and got....nothing. I came in this morning and there was no reply. I Clicked the Support link and choose 'Let's chat'. 'It's Live and it's Instant'. Lies. It's a virtual agent with no obvious method of getting a live agent. I called the 800 number and choose Option 3 for support. Know what I got? 'Thank you for calling customer service, we are unable to take to call.'
Hmm. So I call the rep the originally replied. I had his extension, I'll leave him a voice mail. Nope. Dialling his extension gets a fast busy. Called back and hit 0 for an operator. Got an answering service.
Seriously, what steps does someone on the East Coast have to do to get support?