Forum Discussion
DNeuwir
17 years agoLevel 3
Yes they did, but unfortunately as an IT Tech/Implementer I'm out of the office most of the time and I'm difficult to get a hold of "whenever they happen to call". To their credit, they always seem to call back, but it's usually 2-3 hours later when I've already left for client appointments for the day.
Calling them back and punching in the case # into their robo-dialer system is useless and never gets me to the tech--always to "your tech isn't answering, so please leave the tech a message and we'll call you back sometime" generic voice mail box.
It just surprises me that despite paying for a support contract along with the product, I've been unsuccessful in getting any support on this issue. I don't want "support at some pre-arranged time". I want support when I call, because that's when I'm at a server and I happen to be in the office and have 30-60 minutes available in my already-hectic schedule to look at this issue. At this point, despite having case numbers and a supposedly-assigned tech rep, we have no solution and we're ready to start evaluating and possibly recommending other companies' backup solutions moving forward.
Abysmal.
Message Edited by DNeuwir on 04-14-2008 08:05 AM
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