Shadow_Walker Posted January 13, 2020 Posted January 13, 2020 Has anyone got a a good contact at NRS/Civica, the support has been terrible and can't get past first line to speak to an account manager.
robyholmes Posted January 13, 2020 Posted January 13, 2020 Don't suppose your bill is due any time soon?
ozydave Posted January 14, 2020 Posted January 14, 2020 I used to like NRS and I always found to support ok, but now Civica have taken over the support is S@%#. I do not have any good words for civica. They are forcing an expensive upgrade. If I could change now I would. They moan about where we have tills and are trying to dictate where they should be. [emoji34] This year will be spent looking for an alternative. #rant over#
mdrabble Posted January 14, 2020 Posted January 14, 2020 (edited) Could try {REMOVED AT CIVICA REQUEST} - she is the Support Helpdesk Co-ordinator (or was back in September when I had a rant after letting the phone ring for an hour when trying to get through) I've found email their support desk is quicker than phoning. - [email protected] Hope that helps. Edited January 29, 2020 by ZeroHour Removed by request - ZH
sonofsanta Posted January 14, 2020 Posted January 14, 2020 I've needed to chase them a lot recently as well, sometimes going weeks without a response. I've found phoning in the morning to be more successful than phoning in the afternoon, and chasing them via email does get you there. I did just get a good contact before Christmas, and then I emailed him about something ongoing and got an autoreply that he'd left, so never mind!
PaulPierce8 Posted January 16, 2020 Posted January 16, 2020 You're not alone in this one. Their "support" has really gone down the drain which is worrying if there were to be any major issues during service times. I haven't managed to get through to anyone via the phone since December. The only quick response i've had via email was when they wanted to charge us £300 for the Sync2 upgrade..
round2it Posted January 17, 2020 Posted January 17, 2020 Another good company killed. Contacting support is garbage and i am asking for a reduction in the fees 40 mins on hold to talk to a human is a joke. Come on civica pull your finger out. Look what happened to mls once capita took over. 1
free780 Posted January 17, 2020 Posted January 17, 2020 It's happening with many companies education uses. I've had the experience with these. Compass > Advanced Impero Adobe Smoithwall Any exam board. Microsoft I don't know if support staff are just being cut and Brexit is the excuse. In the past Bloxx had brilliant support. ISOxford have been pretty good. So it's not all doom and gloom. It's definitely quicker to resolve it yourself.
dapaulio Posted January 17, 2020 Posted January 17, 2020 (edited) Could try {REMOVED AT CIVICA REQUEST} - she is the Support Helpdesk Co-ordinator (or was back in September when I had a rant after letting the phone ring for an hour when trying to get through) I've found email their support desk is quicker than phoning. - [email protected] Hope that helps. I support several schools who all have civica and since moving from NRS their support is beyond appalling. I really don’t know how they function as a company. May be worth looking at other options now because I really cannot see how much longer they will survive with the level of service they are providing. Phone support is frustrating as hell. Typical waiting time 45 mins. Most Iv been prepared to wait before hanging up was 1hr and 20 mins. However On one occasion I choked on my brew when they answered within a minute to my colleague. Dropped my brew on my keyboard and phone. They owe my company an iPhone 8. Email support - Iv logged 3 tickets which 2 took 2 days and the 3rd I have had open from start of December and not had a response. On site support on the other hand is polars apart. Suspect Hardware failure to a reval was out same day (nearly quicker than waiting time on hold) to diagnose and repair. Turned out to be software related which phone support should have resolved. Should have got his number. Edited January 29, 2020 by ZeroHour
dapaulio Posted January 18, 2020 Posted January 18, 2020 Time to check sla Sla clock doesn’t start when you can’t get thru to them to open a ticket. Management probably blindly looking at the high 90% sla taking their bonuses. Unbeknown that 10% of the tickets are actually been logged
sonofsanta Posted January 20, 2020 Posted January 20, 2020 However On one occasion I choked on my brew when they answered within a minute to my colleague. Dropped my brew on my keyboard and phone. I've done exactly the same! Was on hold for 90 minutes one afternoon, gave up when I had to clock out; phoned up again in the morning, put it on speaker assuming I'd be on hold forever again, panicked completely when they answered straight away and spilt tea all over my desk. Says something about their support when "reasonable response" results in so much shock and panic. 1
howartp Posted January 22, 2020 Posted January 22, 2020 Rang up about 12.55 yesterday Answered in 15 seconds, resolved 3 issues in 5-10 minutes and engineer here at 11.30am this morning to swap parts.
dapaulio Posted January 22, 2020 Posted January 22, 2020 Rang up about 12.55 yesterday Answered in 15 seconds, resolved 3 issues in 5-10 minutes and engineer here at 11.30am this morning to swap parts. Its nice to here positive feedback to be honest and hope they go on to improve. What ever it is going on there, needs addressing quick. I have several schools all using civica and questions from some of them are being asked. Please take note civica if you are watching these threads. I don’t want the extra workload finding and managing a migration.
PaulPierce8 Posted January 26, 2020 Posted January 26, 2020 Had a very productive conversation at BETT and they were supportive and got the ball rolling with getting our issues sorted. Here's hoping to a better 2020.
tech-man Posted January 26, 2020 Posted January 26, 2020 Had a very productive conversation at BETT and they were supportive and got the ball rolling with getting our issues sorted. Here's hoping to a better 2020. Civica / NRS wasn’t at BETT?
PaulPierce8 Posted January 26, 2020 Posted January 26, 2020 Civica / NRS wasn’t at BETT? They didn't have a stand (probably for the best this year), but their management team were having hosted leader meetings throughout the weekend.
ozydave Posted January 28, 2020 Posted January 28, 2020 They didn't have a stand (probably for the best this year) Absolutely
Recommended Posts
Create an account or sign in to comment
You need to be a member in order to leave a comment
Create an account
Sign up for a new account in our community. It's easy!
Register a new accountSign in
Already have an account? Sign in here.
Sign In Now