Got a note from a client that the voicemail is full, contacted support. The chat bot is terrible, I suspect intentionally so, but the person I talked to on chat was somehow worse. They were aggressive and dishonest, among other things telling me that I had to install some wonky screen share thing in order to get any support. I told them, repeatedly, that I couldn't install random apps on a work computer, and, eventually, they managed to reset a login issue without it. I understand that companies like to save money by making support unpleasant, but actively lying to paying customers seems a bit much. The person I talked to also refused to escalate to a supervisor; are there somehow not supervisors for support? Is this representative of what people have been seeing? I did eventually manage to talk to someone on the phone, but wouldn't have been able to do this had I not insisted that the chat agent didn't need a screen share app installed and could, as I suspected, fix my problem without it.
I get that this is increasingly the way of things, but the various guarantees re: support and uptime are meaningless if the support is actively harmful, and if this is typical of the support offered it would seem to make more sense to find a company that's not yet successful enough to treat customers this badly.
#CustomerExperience------------------------------
Alex Verbeck
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