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Anybody else having problems getting the support team to respond?

Michael Bell
$organization

This may be offtopic but I haven't had good service with support recently. We've been going through the v15 upgrade on our TEST system for awhile now with some significant issues. We host our own system and are migrating to a new API server, which hasn't been smooth. I created a ticket a month ago. It's marked significant and they are VERY slow to respond or update.The last time they responded to me was 5 days ago. 

I do like the new system better than the older one, but this is getting frustrating. Anyone else having this experience?

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  • $organization

    Hi Michael,

    Thank you for sharing your concerns. I am disappointed that this has been your experience. This is not our expectation for your interactions with the Network.

    As you mention, we are in the process of implementing a new help system. Our most visible goal has been to streamline the way that you submit requests, but behind the scenes, there are additional capabilities we are looking forward to leveraging to help organize your active tickets and respond more efficiently. I believe that as we all get used to this new system, you will notice an improvement in your interactions with us.

    We also understand how critical it is for us to communicate what type of turnaround you can expect. Sometimes an issue may require help from Development or research that may take additional time. So as a team, we are working to more clearly articulate our expected response time.

    The feedback from this community has been amazing, and I do sincerely appreciate your input. Melissa Champ and I are constantly working to improve the way we serve our members, and if you would like to discuss your situation further, you are always welcome to reach out.

    Sincerely,
    Karyn Elliott
    VP Member Services

  • $organization in reply to Karyn Elliott

    Thanks for the reply Karyn. I understand that sometime delays can happen, and sometimes bringing in other resources is necessary. The reason I posted this because it has been consistent with not just this particular issue, but a trend I've seen over the last few months. In the past, I generally have been pleased with the customer support, and I have been contacted by your teams after this post and they are looking at the issue.

    Thanks,

    Michael Bell

    Director of IT, Alley Theatre 

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  • $organization in reply to Karyn Elliott

    Thanks for the reply Karyn. I understand that sometime delays can happen, and sometimes bringing in other resources is necessary. The reason I posted this because it has been consistent with not just this particular issue, but a trend I've seen over the last few months. In the past, I generally have been pleased with the customer support, and I have been contacted by your teams after this post and they are looking at the issue.

    Thanks,

    Michael Bell

    Director of IT, Alley Theatre 

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