Capita Technical Support - Where have they gone?

[Tefters]

What is the protocol for contacting Capita support nowadays?

I was under the belief that phone support was no more therefore online ticket system through the myaccount.capita-cs.co.uk portal was the way forward.

 

I have a ticket open for 5 weeks now with 2 chases yet not a single peep from Capita...

[Jamman960]

Same here, I’ve had around 4 tickets open for various things. They’ve slowly cleared 3 of them but I had to nudge them after a month of no reply and still haven’t had a response a week later for the last one.

[panosthegreat]

We usually get a first line response 4-5 weeks after posting a ticket, and then 2nd line (when their turn it off and on type advice doesn't work) takes another 3-4 weeks.

I've tried calling through urgent problems but can't get anyone to help they just log the incident on my behalf and say someone will get in touch.

 

At the recent conference they admitted this was a problem but said it would be resolved soon as they're outsourcing outsourcing support to a tech company in India, they're training them up now.

 

I'm looking into third party support companies now

[Tefters]

We usually get a first line response 4-5 weeks after posting a ticket, and then 2nd line (when their turn it off and on type advice doesn't work) takes another 3-4 weeks.

I've tried calling through urgent problems but can't get anyone to help they just log the incident on my behalf and say someone will get in touch.

 

At the recent conference they admitted this was a problem but said it would be resolved soon as they're outsourcing outsourcing support to a tech company in India, they're training them up now.

 

I'm looking into third party support companies now

 

Outsourcing support to India... That's my queue to start looking at another MIS.

 

5 weeks without any acknowledgement and then to wait for a further 4 weeks for someone that knows what their actually on about, no thanks!

[FN-GM]

I have a ticket open for 5 weeks now with 2 chases yet not a single peep from Capita...

 

In all honesty that isn't unusual. I had something resolved after 4 months!

[Tefters]

Slightly off topic then regarding Solus3.

 

I still have an issue with patches not auto-deploying but they are auto-downloading and seasonal major updates are auto-deploying fine along with Filesets (which I only setup a few months back).

 

Anyone else had this? Getting fed up of everything 2/3 weeks having to highlight batches of patches and manually deploy through the GUI.

[CAM]

Well, the interface is still bouncing around with delayed clicks how many years after we made Capita aware of it? It was fixed at one point too....

[RogerCorrigan]

I too am experiencing delays with the Capita support desk; 2 months have passed so far... hopefully they'll get back before I retire in 20 years time!

[Guest Tatters1000]

I am a ex employee of capita - not long left, this year in fact

 

to sum this up in a way they are understaffed massively! they are going through a transition period which started in march (which still has not been rectified) and i can say on the behalf of the second line team they do work seriously hard! (previous experience) but where they are so understaffed with the amount of work they have it is near impossible to close as many cases as they have coming in. there have been meetings with higher managers which I have been told about but still by the sounds of it, things still have not changed. There are a number of people which are unhappy but nothing is getting done. (hence why I had left) so please do not moan at the staff it is not their fault - it is coming from upstairs

[dapaulio]

I too have tickets open for many weeks but I think we can all, especially in ICT support show some sympathy. It’s the same everywhere. I’m a lone onsite support doing 1st, 2nd and 3rd line and I can’t close my jobs off quick enough.

I have to focus my day to day doing physical work 1st and 2nd line tasks. Then when I’m at home (not paid I may add- stupid I know) I am doing a lot of 1st line and 2nd remote work to keep my head above water and generally keep the Agro off my back from all staff including management.

Management are the reason I am operating like this as they made my junior tech redundant in a cost cutting exercise.

I am beginning to get to the end of my tether and most likely will do what Bertie did and move away.

Don’t blame the players, chew management ears rather than the lads on support.

If enough people complain directly to management they will be forced to at least listen

[Guest Tatters1000]

honestly, the amount of meetings we all had (as 2nd liners) about the whole situation and higher managment just turnt there nose up at it - i believe there was a meeting with a high director there and still things are yet to change

 

they closed a service desk down in bedford and transferred this all to the Chelmsford desk and didn't think the workload would double but it had got ridiculous, i think at one point that had over 1000 in their queue over 8 analysts and calls were still coming in - there is only so much 1 analyst can do

 

the staff are seriously underpaid and taking on so much work and stress - i can probably count on a number of times people had gone of with stress or left due to the work load being so much which will result in less 2nd liners and because the 1st line can see how bad it can be they don't bother/want to move onwards to 2nd line!

 

there is something wrong with management and until they fix it capita support is not looking good!

[dapaulio]

Problem with capita management is they have capitalised the market and know any customer wishing to move mis would be a massive undertaking so they feel their service (as a company) is no longer necessary as very few would undertake such a massive migration of data. End user training. Etc.TBH I would be reluctant and would stand in that corner also. Generally aside from the long time waiting to speak to a knowledgeable 2nd liner the support is really good.

[Chuckster]

Isn't this where you guys would want to use, for example, your LA who support SIMS as opposed to going directly to Capita?

 

Here, my school uses SIPS Education who do a good job at providing support for SIMS, FMS, Discover etc, and with it training on any of the products is also included.

 

What's more we don't get the annoyances that you guys are experiencing.

[hiphopamus]

Support units will still have to involve Capita with certain issues, they will have to log calls with the same helpdesk and experience the same delays.

[vikpaw]

Support units will still have to involve Capita with certain issues, they will have to log calls with the same helpdesk and experience the same delays.

However, they should have a fast track and be able to jump to second or third line if needed. So slightly better you'd hope.

[pubgrub277]

However, they should have a fast track and be able to jump to second or third line if needed. So slightly better you'd hope.

 

erm..... no.

 

While we try and fix everything ourselves in an LSU, at some point we just join the same queue as you and await a Capita response 4 months later.

 

while your general fixes and known issues will be much quicker, once a patch etc is required its a waiting game for us too.

[Marcs_Dad]

This is no surprise. Check out this with regards to my issues with another Capita acquisition.

 

http://www.edugeek.net/forums/educational-software/199240-longest-wait-support-capita-mls.html

 

Capita were also in the news yesterday, with regards to a little matter of failing to send 40,000 medical result letters to patients.

[Ecclesbury]

This feels like the right time to share my story of a case I raised about a problem with Partnership XChange that was causing daily extra work for the office staff at 2 schools.

 

A year and a half later I left the school and the case still hadn't been resolved! I sometimes wonder whether it is still open now...

 

Can anyone beat that record for a critical open ticket?

[Anjelica]

Oh, good grief! Why do people stay with Sims with this kind of support. I normally get a reply from the excellent guys at Bromcom support within the day and it is unusual for a problem to take more than a week to fix (or at least know that the fix is in the next upgrade).

[vikpaw]

Oh, good grief! Why do people stay with Sims with this kind of support. I normally get a reply from the excellent guys at Bromcom support within the day and it is unusual for a problem to take more than a week to fix (or at least know that the fix is in the next upgrade).

 

You tell us. You’re competing with the biggest SIMS fanboi...