I honestly fell cheated of the money we paid for this year maintenance and here 3 reason why:
- support has hit an all time low in quality and response time
- they created the premier support but even they suck
- this stupid backdoor that they had since march and the way they handled the situation.
Please feel free to add to the list 🙂
I always end up calling tech support at 3AM after spending the last 20 hours trying to figure out what's wrong first, As a last resort before declaring defeat. only to find out I was typing something wrong for the last 2 hours and I really didn't have a problem at all.
|Quick Description:||Customer Service Wait Time|
|Which Product?:||NPM, SAM, NCM, WPM, NTA, UDT, SRM|
|Idea:||If your put on hold longer then 30-40 minutes for Tech Support you get 2000 Thwack Points.|
|Value:||Helps put some urgency for the Tech Support to get to everyone who has been waiting, and everyone who has been stuck on hold get something in return.|
Are you a premiere support customer? Have you already given feedback to SWI about your support experience? (I'm not, so I am curious.)
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