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How to send a technical support feedback to Solarwinds?

omavel over 2 years ago

Trying to use technicalsupportfeedback@solarwinds.com address to complain about Tech Support procrastinating, but getting this error from postmaster@solarwinds.com:

How to reach them?

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0 stuartd over 2 years ago

You had best find out who your account manager is and talk via them. If you don't have one, or don't know who they are, then open a "customer service" support case.

FWIW, the error being generated tells you exactly why you can't reach that email address, so that route will never work.
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0 stuartd over 2 years ago

You had best find out who your account manager is and talk via them. If you don't have one, or don't know who they are, then open a "customer service" support case.

FWIW, the error being generated tells you exactly why you can't reach that email address, so that route will never work.
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0 omavel over 2 years ago in reply to stuartd

find out who your account manager is and talk via them

Unfortunately there is no info about the account manager in my customer info, so I have no idea.

why you can't reach that email address, so that route will never work.

Yes, I can read. But wrong configured mail-forwarding (or any other internal stuff) inside Solarwinds - it's not my problem.
Or if they decided to finally close technical support feedback communication channel, without any notifications - that's sad. We used it often.
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0 stuartd over 2 years ago in reply to omavel

>> Yes, I can read.

Hey dude - chill. I'm just trying to help.

>> But wrong configured mail-forwarding (or any other internal stuff) inside

Why is it wrongly configured? To me it seems they have deliberately done that and at a guess is purely for internal communication only.

>> no info about the account manager in my customer info

That is true, it as far as I can recall has nothing there. My presumption is that you knew who this was. As I previously suggested, raise a support request to customer service, asking who your account manager is and how you can contact them.
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0 omavel over 2 years ago in reply to stuartd

No offence, I just upset with their attitude towards clients.
Case is already created btw
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0 stuartd over 2 years ago in reply to omavel

Sadly it is also my experience - but we are of a big enough size that we appear to have some clout and our account manager is very good and responsive.

Good luck.
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0 omavel over 2 years ago in reply to stuartd

Thank you
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0 omavel over 2 years ago in reply to stuartd

May I ask you - do your company has a premier or enterprise tier support?
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