Smoothwall Support

[dpskinner]

Is anybody else fed up with listening to Smoothwalls hold music?

 

"Your call is important to us so please listen to this repetitive rubbish for 30 minutes before we dump your call in our mailbox"

 

Come on guys, years ago you promised that you were invested in improving your customer support (and to be fair it did improve briefly) but it seems to be worse than ever.

 

Whats going on?

[Achandler]

If it is something that is needed right now, e.g your smoothwall isn't working then use your account manager to make things happen quickly. To be fair, I rarely use the support so will use my tickets to queue jump as well.

 

Otherwise I usually just email. I know it won't actually fill you with any confidence but I have a non-vital called logged from back in Feburary and I last repleid to it on 20/02/17. Haven't had an update since...

[dpskinner]

In frustration I phoned sales, partners and accounts department which all went dead. I finally managed to get through to a lady in Marketing who confirmed that the office hadn't burnt down and proceeded to try to transfer me to the support department however.... she was unable to get through.

 

[Jehanzeb]

Account manager route is the best, you'll get things done quickly. 9/10 times, posting your query on forums fixes it than hassle of getting hold of someone who will tell you to switch off xyz service to make it work! They also have a new forum which you can join and explain your issue, http://community.smoothwall.org/forum/

 

Kindest regards

 

J.

[Jehanzeb]

Account manager route is the best, you'll get things done quickly. 9/10 times, posting your query on forums fixes it than hassle of getting hold of someone who will tell you to switch off xyz service to make it work! They also have a new forum which you can join and explain your issue, http://community.smoothwall.org/forum/

 

Kindest regards

 

J.

[computer_expert]

Account manager route is the best, you'll get things done quickly. 9/10 times, posting your query on forums fixes it than hassle of getting hold of someone who will tell you to switch off xyz service to make it work! They also have a new forum which you can join and explain your issue, http://community.smoothwall.org/forum/

 

Kindest regards

 

J.

 

I think that forum is for the open source version - there have been a few posts regarding the commercial version there and they been pushed towards contacting support due to the different bits between the two versions.

[computer_expert]

Account manager route is the best, you'll get things done quickly. 9/10 times, posting your query on forums fixes it than hassle of getting hold of someone who will tell you to switch off xyz service to make it work! They also have a new forum which you can join and explain your issue, http://community.smoothwall.org/forum/

 

Kindest regards

 

J.

 

I think that forum is for the open source version - there have been a few posts regarding the commercial version there and they been pushed towards contacting support due to the different bits between the two versions.

[AndrewYoward]

Hi Everyone,

Apologies for the amount of time you're having to spend listening to hold music. Of course this is not our usual level of service and we are sorry that your current experience of support is not where any of us want it to be.

 

As Smoothwall is expanding in terms of customers and deployments, we obviously need to keep pace with that and expand the support department accordingly. We are currently recruiting but we are also having staff leave which compounds the issue. It's not always easy to find someone within your existing staff notice period and even if it were, the training would certainly not be complete.

 

As I am the new Head of Service Support at Smoothwall (two months in), I am acutely aware of the pain at the moment and we are doing our best to solve the issues and get back to normal service. The customer experience is paramount for me and I ask for a little latitude while we transition through this period.

 

Thanks,

Andrew Yoward

Head of Service Support

Smoothwall

[robbie-w]

Hi Everyone,

Apologies for the amount of time you're having to spend listening to hold music. Of course this is not our usual level of service and we are sorry that your current experience of support is not where any of us want it to be.

 

As Smoothwall is expanding in terms of customers and deployments, we obviously need to keep pace with that and expand the support department accordingly. We are currently recruiting but we are also having staff leave which compounds the issue. It's not always easy to find someone within your existing staff notice period and even if it were, the training would certainly not be complete.

 

As I am the new Head of Service Support at Smoothwall (two months in), I am acutely aware of the pain at the moment and we are doing our best to solve the issues and get back to normal service. The customer experience is paramount for me and I ask for a little latitude while we transition through this period.

 

Thanks,

Andrew Yoward

Head of Service Support

Smoothwall

 

We've had a site down situation since yesterday. Smoothwall support no where to be seen. In fact yesterday all we got was support lines too busy please email

 

Robbie

[AndrewYoward]

We've had a site down situation since yesterday. Smoothwall support no where to be seen. In fact yesterday all we got was support lines too busy please email

 

Robbie

 

Hi Robbie,

 

I'm assuming this has been logged as a P1? If you want to PM me with your location details etc. I'll chase it through and see where we are with it.

 

Regards,

 

Andrew