Has anyone else noticed a change in the quality of support from SolarWinds?

I filled out the survey last month and stated this that Support is not what it used to be, I need to get with them as they requested a follow up for more clarification. Basically I believe if I pay for annual support the help request within reason should work with you to get the issue resolved quickly unless it's a bugfix  that's being address in the next release. I do not mind offshore help but they need to be available during the customers business hours and getting  any of them on the phone yet alone on a Webex to go over an issue is next to impossible when the ticket has been open for a few days. When you do get communications always by email lately late in the day the suggestions for the fix  in my recent past experience is not even close. I had to do my own research to resolve an issue with their software  or fix something on my end to make it work as advertised. I should not have to tell them to close their tickets as I fixed the issue with their product. I did have 2 good calls though so it's not a total down rant during installs over the past 2 years since the breach I did get some questions answered on the initial call which is a good thing..  

I filled out the survey last month and stated this that Support is not what it used to be, I need to get with them as they requested a follow up for more clarification. Basically I believe if I pay for annual support the help request within reason should work with you to get the issue resolved quickly unless it's a bugfix  that's being address in the next release. I do not mind offshore help but they need to be available during the customers business hours and getting  any of them on the phone yet alone on a Webex to go over an issue is next to impossible when the ticket has been open for a few days. When you do get communications always by email lately late in the day the suggestions for the fix  in my recent past experience is not even close. I had to do my own research to resolve an issue with their software  or fix something on my end to make it work as advertised. I should not have to tell them to close their tickets as I fixed the issue with their product. I did have 2 good calls though so it's not a total down rant during installs over the past 2 years since the breach I did get some questions answered on the initial call which is a good thing..  

I know many just rush through answering the surveys and I found myself getting into that rut.  Or just not doing them at all.  With the bad Support experiences I have had in the past year, I now pay more attention to answering the survey questions carefully based exactly on their wording.  Several questions are not based on the case the survey was sent for but rather on your overall opinion of their Support performance.

I have gotten to the point where every survey is a bad review being careful to give credit to Engineers that did the job.  For example, I may get a survey for a case that was resolved quickly.  I still give a bad review for the overall questions and good review for the case related questions.  To avoid having to repeat why I am giving bad overall question answers, I tell them "Instead of calling me, review all of my past reviews and fix the issues.  When I start seeing improvements overall, the overall questions will start getting better ratings.  But not until I see improvement."

I would encourage all to do similar so that maybe we can get more attention focused on this problem.

Mike

YES!  I have been on the rollercoaster of Solarwinds support for quite some time.  When you get a survey it is best to fill it out with all the information you can.  I usually get a decent response if I fill out a survey with reasons why the support call was not helpful.