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Trouble Contacting Support via Phone

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Level 5

Trouble Contacting Support via Phone

Anyone else having trouble getting through to support via phone?

  1. The automated system didn't recognize the phone number attached to my account.
  2. Once the phone number was confirmed, I went straight to a voicemail (I think that was the random beep I heard).
  3. This time I got placed in the hold queue, then the automated system hung up on me.
  4. Finally got placed in the queue to speak with support team!
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Level 7 - Champion

Re: Trouble Contacting Support via Phone

Could it be based on the changes they are making to the support structure? In July they emailed about coverage levels and you can find the datasheet here: http://pages2.marketo.com/rs/561-HYG-937/images/DS_Customer%20Support%20Overview.pdf

Some people don't have access to phone support anymore except for production down (so Dan's comment is worrisome!).

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Level 10 - Champion Alumni

Re: Trouble Contacting Support via Phone

Yes, we've experienced these issues recently.  In addition to what you stated, when selecting the option of "production down", I was not transferred to a live person, and instead dumped into voicemail.

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Level 5

Re: Trouble Contacting Support via Phone

Dan, this is great to know if we ever experience production down...knock on wood.

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Level 7 - Champion

Re: Trouble Contacting Support via Phone

Could it be based on the changes they are making to the support structure? In July they emailed about coverage levels and you can find the datasheet here: http://pages2.marketo.com/rs/561-HYG-937/images/DS_Customer%20Support%20Overview.pdf

Some people don't have access to phone support anymore except for production down (so Dan's comment is worrisome!).

View solution in original post