Are Impero Support alive?

[Dan_Impero]

why so many support calls? problem with the product? (and I totally agree with the comment earlier about not being able to get them off the phone when they are trying to sell the product, for me I have now told the receptionist to say I am not available as they are like a dog with a bone if you show any interest in the product.)

 

On a positive not it is good that they are listening to existing customers.

 

Hi @round2it,

 

As a business, Impero has grown rapidly over the past few months. We are increasing the support team headcount by 60% to accommodate this growth, but unfortunately the period of recruitment and bringing people up-to-speed has created a strain on the existing team, alongside the release of our latest version which has increased demand further. We were joined by Mic Sanderson this week, our new Support Manager, who brings with him a wealth of experience, and you should see changes reflected in the coming weeks.

 

If you have any other questions I'd be happy to put you in contact with Mic to discuss.

 

Kind regards,

Daniel

[Primus]

Stick around. Impero have heard and are actively putting things in place to improve things. They realise they're not in customers' (or potential customers') good books at the moment so they're keen to turn things around.

 

In fairness they shouldn't have ended up in this situation in the first place and it doesn't speak much of them given the price they charge!

[synaesthesia]

They are not the first company to struggle under the weight of their own product. One thing that very few companies have is a crystal ball, or the financial backing to go hiring people just in case they hit it big. It's not like people that do have that backing get it right either - Apple, Microsoft, EA etc all have their own troubles with regards to support, product quality etc despite throwing more staff at the problem than is probably needed.

[Primus]

It's not like they've just suddenly arrived at market with a product, they've been around for quite some time.

 

In addition if they couldn't meet their support obligation then they shouldn't be taking on new customers until they can.

 

For the price they charge this situation is unacceptable.

[Mic_Impero]

I have recently been appointed as Support Manager for Impero Software. I wanted to pop along and say hi so that you know I exist, and can see some of the changes Daniel is speaking of coming to fruition. I understand that Daniel has been doing an excellent job of picking up concerns posted online and bringing them back to the team, but that this is far from ideal and you shouldn’t need to resort to creative methods to get our attention. There are some exciting changes coming to support, which will see a strong team with an impressive work ethic both grow and improve to be able to deal with the current volume of calls and cases we receive. I will be implementing these changes as quickly as possible and will be announcing them in customer communications in the near future. In the meantime please bear with us, and do feel free to use me as an escalation point and contact if you feel you need to.

 

Mic Sanderson

[6Foot2]

Before leaving for the day I had a call from Impero asking if everything was OK. I said that while things had improved there were still issues. A little while later I was called again and was given an outline plan addressing the issues I had outlined earlier.

 

Impero: #makinganeffort.

 

[nicholab]

What happened to Impero support today? Phone line goes to voice mail.

[Dan_Impero]

What happened to Impero support today? Phone line goes to voice mail.

 

Hi @nicholab,

 

Sorry you weren't able to get through to us. Demand has increased with the release of our counter-radicalisation keyword library and our newest support recruits are currently in training to enable them to be as effective as possible when it comes to dealing with support calls.

 

If you raise a ticket via email ([email protected]) or the Impero Customer Portal someone will be able to respond as soon as possible, or alternatively if you want to provide your details I can raise a ticket on your behalf.

 

Kind regards,

Daniel

[clockend25]

I opened a ticket last week, had no response until yesterday when I had an email saying the ticket had been closed as they 'believe that we've found a solution to your query', but with no clue as to what this is. Reopened the case and received an identical email today, again with no information. Rung a couple of times this afternoon and no response on either occasion.

 

KUTGW.

[Mic_Impero]

Good afternoon all,

We've had some new starters join us this week who are currently in training and will be working with you as of next week. We have also had some unplanned absence in the team today, which while we're growing our team has had a bigger impact than we would expect normally. Between this and the radicalisation list requests, we have indeed struggled to get to some of your calls today. Anyone who has left us a voicemail today will be contacted tomorrow at worst; if the team is still in the same position, I will call you back myself (I have unfortunately been tied up in some management meetings today).

@clockend25 Massive apologies for that error. We've introduced some autoclosing because we have tickets open where we haven't heard from a customer in a vast period of time despite asking for further information on the ticket. This only applies to cases where the status is set as awaiting customer response. I have found 2 cases now where that status was incorrectly set (yours being one of them). The email did suggest if the case has been closed in error please reply to reopen, which you quite rightly did; clearly 7 days has not passed between you doing that and receiving the same email again today, and it has some how been closed in error. Would you be kind enough to PM me your details so that I can firstly get your some attention from the team, and secondly work out why the case was autoclosed a second time and stop this from happening in future?

 

 

Mic Sanderson

Support Manager

Impero Software

[Love_Sausage]

we haven't heard from a customer in a vast period of time

 

You might need to check that Mic, mine was closed after one day of being open.

[nicholab]

It is a shame that the activation link from you customer portal does not work as I would not have needed to contact support. (My issue is now resolved.)

[Mic_Impero]

Thanks for the feedback everyone. @clockend25 thanks for the PM. I've just tried to call to discuss but have left you a voicemail in your absence. I will follow with an email. Just for the others reading the thread, there was an autoclose message sent in error as the status was incorrect, but then the second resolve wasn't an autoclose, it was intentional; immediately before the close email, an email was sent containing the requested information. First thoughts are that email never reached our user, but the resolved email did. I'll get to the bottom of that and ensure that the email containing the requested information is re-sent.

@Love_Sausage would you be kind enough to send me your case number by PM? I can then look into the case and ensure any issues with the autoclose process are resolved.

@nicholab, thanks for raising this, i'll look into that now.

 

Mic Sanderson

[clockend25]

@Mic_Impero Now sorted. Thanks for chasing.

[MrKJLS]

I e-mailed Impero Support on Friday about our log viewer not working how it should be and got no response as of Tuesday Morning.

 

We are running v5.2.10

[Dan_Impero]

I e-mailed Impero Support on Friday about our log viewer not working how it should be and got no response as of Tuesday Morning.

 

We are running v5.2.10

 

Hi @MrKJLS,

 

I'm sorry you've not heard anything back, could you email your contact details to me at [email protected] and I can look into what's happened.

 

Thanks,

Daniel

[MrKJLS]

Hi @MrKJLS,

 

I'm sorry you've not heard anything back, could you email your contact details to me at [email protected] and I can look into what's happened.

 

Thanks,

Daniel

 

Hi Dan,

 

I've dropped you an e-mail

 

Thanks!

[Dan_Impero]

Hi Dan,

 

I've dropped you an e-mail

 

Thanks!

 

Thanks @MrKJLS, we'll be in touch very soon.

 

Daniel

[slancaster]

Poor performance over this past couple of weeks from my experience unfortunately

 

Logged a ticket a week ago with no updates, phoned literally 5 times today in order to get through. When I phoned last week it also took me 3 or 4 times to get through to someone. I understand busy periods, but we pay a lot of money for support - what if the call was crucial?

Hope they get back on top of things as Impero is decent when it works correctly.

[Dan_Impero]

Poor performance over this past couple of weeks from my experience unfortunately

 

Logged a ticket a week ago with no updates, phoned literally 5 times today in order to get through. When I phoned last week it also took me 3 or 4 times to get through to someone. I understand busy periods, but we pay a lot of money for support - what if the call was crucial?

Hope they get back on top of things as Impero is decent when it works correctly.

 

Hi @slancaster,

 

I'm sorry to hear you've had this experience. Could you email your contact details over to [email protected]? I can then take a look into what happened in more detail.

 

Kind regards,

Daniel

[slancaster]

You've replied quicker on here than your official, paid support method which is interesting in itself...

I'll drop you an email now Dan, but as i've had no reply to my previous email I cant provide you with a reference number.

 

cheers

[Dan_Impero]

You've replied quicker on here than your official, paid support method which is interesting in itself...

I'll drop you an email now Dan, but as i've had no reply to my previous email I cant provide you with a reference number.

 

cheers

 

Thanks @slancaster, I'll look out for it. I'm actually a marketer rather than one of the support team, which explains the speed of response on here. We have five new support recruits who have joined in recent weeks and once they're trained and up-to-speed you should find there's a noticeable increase in response times to tickets.

 

Kind regards,

Daniel

[slancaster]

Thanks @slancaster, I'll look out for it. I'm actually a marketer rather than one of the support team, which explains the speed of response on here. We have five new support recruits who have joined in recent weeks and once they're trained and up-to-speed you should find there's a noticeable increase in response times to tickets.

 

Kind regards,

Daniel

 

Thanks Dan, Its good to make everyone on here aware of the new staff and how Impero is growing rapidly.

Dont want any digital pitchforks getting waved on here

[Iain.Faulkner]

Just thought I'd add to this thread. We've raised three support requests over the last few weeks (by email and phone albeit we had to leave a voicemail) regarding different issues we are experiencing with Impero and haven't heard back from them.

 

We had Impero come in and deliver training to our teaching staff on how to use Impero console as part of an ICT Inset day, and one of the issues we're having is stopping our teaching staff from being able to use that training. They are already losing interest in Impero and all the good work that was done in the training is coming undone due to technical issues.

 

Given the issues we're experiencing and the lack of support, we are seriously having to consider what to do when our renewal comes around.

[smidsy]

I have had a ticket sitting waiting for over a week now as well.