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Issues with Support

Let me know if this is not the right forum this should go in. I don't know about anyone else but do I keep having problems with support. It seems every case gets moved around, escalated, or ignored. I have to get my sales and customer success team constantly involved. Engineers refuse to get on the phone. I'm told to follow instructions in emails. But i have questions I want answered. I pay tens of thousands of dollars to SolarWinds.

This last ticket got transferred no less than three times. That is unacceptable.

Sorry for the rant. I just had it.

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Comments

holbms

Your not the only one... seems like you get one email on ticket creation and you will never hear from them again.

charlesjsmith

Same here. I have a case 01582121 - completely ignored Mar 12-13. Today I just received a message that they are reviewing my logs.Thursday, March 14, 2024 10:02 AM. Not sure what is going on but its not very good customer service. I had the same issue with my last case. It's really frustrating.

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