Hey Josh Hill
FYI you tagged my non primary account (sorry that is even a possibility, you're impossible to tag!). Liz (Courter) Oseguera is my primary.
Regina Bluman Josh is right, I'd be happy to help with anything to make your experience better, whether that be in Community or I am happy to fid the right person to help you be successful with Marketo. Please let me know if you'd like to hop on a call.
Thanks for your response. I think it's gone a bit beyond the community help though, my original post was more of a vent to see if I was the only one who seemed to be having these issues. I've since had calls with the Director of Customer Experience or Success or something like that, for EMEA and all of our Senior Account Managers, and Senior Support and Head of Support and anyone and everyone else. My issues are *slowly* being addressed, but I have to say I'm still pretty shocked and disappointed that I've had to wait this long and escalate it to this point to start getting an acceptable response and to finally start getting issues resolved.
Our team will take a look into your cases, but I wanted to let you know that if you aren't happy or are concerned with how your support case is being handled there are a few channels in the Marketing Nation that give you the ability to escalate your case or to request a contact from one of our Support Managers.
To request a Contact from a Support Manager, this button from Support will open up the Support Manager Contact form.
If you need to escalate an existing case, from within the Case Detail in the CaseConnector there is an Escalate to Manager button that will appear for case escalation following support case response.
Hi Kenneth Law,
I tried for months to get my issues escalated (using the methods you suggested above), with zero improvement in response or resolution. I'm not whinging about something when there is an easy fix - when I posted this, I had exhausted all of the normal channels available to me, so while I appreciate you taking the time to respond, I'm afraid this is the exact type of response that drove me to posting in the first place - acting like I've missed something obvious, when in fact the failings are on behalf of Marketo.
As I have said above, my issues are finally being resolved through the most senior support person in EMEA (apparently) and the Director of Customer Experience (or some ridiculous title), but it's still pretty poor that it's taken me this long to get an acceptable response (and we're nowhere near a resolution yet), and it's even more poor that there seem to be a lot of other people here who share my experience, and perhaps aren't getting the attention that they need because they're not as... "vocal"... as I am.
Regina, I have had all of these issues as well and I have not gotten any real concrete help or support after months of trying to escalate. The one thing that I am grateful for is that the team at Marketo ignores my very senior male boss just as much as they ignore me. Initially I thought they might be ignoring me because I am a more junior employee and I'm female, but that is absolutely not the case. I can't even calculate how Marketo has impacted our traffic and the health of our email list. My condolences to you!
Also -- I was very intrigued to see the original post go out in a Marketing newsletter from Marketo. Is this the most positive customer feedback they've gotten lately?
We've had numerous issues; in fact we've recently had tickets open for 3 months where they've acknowledged defects in Marketo. Almost weekly we are submitting new cases--and considering their most recent outages--there seems to be some real issues going on. I've asked a few times for an explanation on why suddenly there seems to be so many problems and haven't gotten any real explanation.
And yes, we have a complex set-up with a number of custom objects syncing over from SFDC.
I am a new user and feel exactly as you do. I purchased additional hours from Marketo to extend my launch pack, which helped a little bit, but It got so bad one that I just sat down and cried!!!! I too was the strongest supporter of Marketo and swayed my company away from Pardot in favor of Marketo - my job and reputation were on the line.
I too hope this will get easier at some point. I have had to hire a 3rd party consultant to be available to me as my support. You may need to do the same.
we are running into Marketo/SFDC sync errors. Unfortunately, Marketo points me to our SFDC Admin, but she too needs better support from Marketo and is not getting it.
I know I did not help you in any way, but I wanted you to know that you are not alone.
I wish you the best and hope things get better for us both.