Bad technical support experience


JennBethDiamond
Asked:
2013-11-23 9:33 pm EST

Hits: 1,051
I've used these guys for about 10 years now and they've always been SO AWESOME! But I'm just wondering if this company recently got taken over or something? Or on it's way out? B/c In the last 2 weeks, I've had 2 such bad experiences with support reps who were flagrantly and openly inept. Anyone else?

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***NOTE*** Anyone reading this should please DISREGARD the answer given below by "JeffMa", STAFF.
He IS ACTUALLY ONE OF THE REPS I AM COMPLAINING ABOUT IN THE FIRST PLACE and I am very surprised that he still works at here. He is INCORRECT ABOUT MY REUQESTING CODING SUPPORT and is instead CONTINUING to HARASS ME BY RESPONDING WITH LIES TO MY COMMUNITY POSTING HERE. It looks like I will need to take my complaint about him further up the management hierarchy to get any real resolution there.
JennBethDiamond
15 Points
2013-11-25 03:45 pm EST
My specific complaints are that the reps seem to be encouraged to give a canned response of "I'm sorry that's not our job" before they actually listen to the question....both of my requests were directed TO the support center at the request of your website materials, and later CONFIRMED by management to NOT BE outside the scope of what Tech Support offers. This is what I want to know if anyone else is experiencing, b/c these guys are usually great, but suddenly I get two such experiences right in a row. But now that "JeffMa" decided to chime in, I guess I'll also post here how, in one of these two recent experiences, I got a chat rep named "John Ma", who did something much, much worse. I will be posting that information in a separate post and with management. LEAVE ME ALONE, JEFF or JOHN MA. This is bordering on harassment.
JennBethDiamond
15 Points
2013-11-25 03:56 pm EST

OTHER ANSWERS

-1

JeffMa
Staff
9,162 Points
2013-11-25 9:01 am EST
I'm sorry to hear that you have had bad experiences. From taking a look at your acocunt, it does look like you were requesting coding support which is not something in the scope of what Technical Support is able to offer. I will, however, be happy to take a look and point you in the right direction of what you are trying to do if you would like to further explain the issues that you are having.

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0

JacobIMH
Staff
9,968 Points
2013-11-25 4:51 pm EST
Hi Jenn,

Sorry for the confusion, I took a look back at your account notes and see that you did have some issues with one of our support reps. However it's important to note that this wasn't JeffMa as he works with us back here in the Customer Community department.

Our support role is a bit different than the standard support you'd call in or chat to, as we monitor our public support channels and work on guides for our support center. So Jeff was just doing his standard job of responding to a request here in our public Q&A section, and I don't see any mention of him working with your account previously, at least in our system.

I definitely apologize for the lackluster support experience that you had. It's no excuse, but we are all human, and at times our support reps could be dealing with increased call/chat volumes and this can lead to incidents where the correct information is not relayed appropriately.

All of us back here maintaining the documentation in our support center all worked standard support for some time, and we've had a great deal of success quickly helping customers by pointing them in the correct direction with documentation to solve their problem. Now this isn't full proof and unfortunately some times a link to the support center is given in haste without first fully understanding what the customer is having issues with.

In some cases we've had customers leave us comments on the article they were sent to, letting us know the rep they just spoke with on the phone told them that article would fix their problem and it doesn't. We're glad to look further into the issue, see if the article can be updated to point in the right direction, or if it should be clearly taught to all of support that particular issue needs to be handled without documentation.

With so much documentation, and so many support requests, it's a big project aligning our support time with this constantly evolving process. A great recent example of this was actually posted by Jeff back on 11/15 when there were some IMAP issues affecting Outlook2013 and Office 365. We had a flood of calls and chats because Microsoft updated their Office suite and worldwide started causing issues with email. If we were to spend time on the phone with all of Microsoft's customers explaining how to resolve this issue, we would have had extremely long wait times. Instead we documented a solution and then passed it onto customers contacting us about that problem to keep customers just having standard support requests from having to wait for support.

This very issue could have possibly been the cause for the haste in your original support request due to the timing. Because even while we had documentation, a support rep would have had to field a much larger than normal number of calls, and there wasn't even a problem with our service, just a lot of angry calls from customer's that their Outlook email wasn't working, and Microsoft forced the update on them.

I've alerted 2 members of management of your complaints, and they'll be responding back to your Manager feedback ticket today. If you had any suggestions for us on how we could do a better job at pointing customers in the right place to documentation, but knowing when to stop and treat the issue as a unique one please let us know as it's something we always strive to perfect.

If you had any other questions at all for us, please let us know!

- Jacob

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