Tech support is not responsive, what happened to you guys?
This question came to me over 5 times last week. Here’s the whole picture and what we are doing about it.
Situation – Back Stage
Our incoming requests ran over the roof, we had 3 times the regular volume and our support team was simply stretched thin. We staffed up the team but support expertise does not come in a day [or a week]. I know it is not fair for me to give excuses, walk you through our growth problems and expect your sympathy.
Now,We have formed two teams to focus on customers and prospects.
Pre-sales Team: For Prospects
If you are evaluating ServiceDesk Plus and need a demo, comparison sheet and evaluation support. Please direct your questions to “eval at manageengine dot com” . You can also contact the pre-sales team if you are planning to purchase more ManageEngine products. You can also reach the Pre-sales team by phone.
Toll Free for USA : +1 888 720 9500
International +1 925 924 9500
Support Team: For Existing Customers
With all the new requests being handled by our Pre-sales team, our support team will clearly focus on customer problems. You can continue to get back to – ” support at servicedeskplus dot com”
Direct your queries to the right team, you will get responses much faster.
Bumpy patch on the road
This is a small bumpy patch on the road, please hang in there for a while. We’ll get past this soon. I would also like to thank users who posted in the forums and mailed me personally to give us a strong doze of what you are going through :-).
We are back in action.
Dear Sir/Madam
I have a Navman F20 and It needs to be updated with the latest road changes for Australia. I have not been able to get through on your phone help line.
Could you please advise me.
Regards
Gerry.