Trouble Contacting Support via Phone

[Kim_Gandy1]

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!

[Dan_Stevens_]

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.

[Kim_Gandy1]

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

[ChristinaZuniga · Accepted solution]

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!).