GroupCall - what the hell happened?

[andy_b]

Thanks titch ... and absolutely appreciate the feedback.

 

Pleased to read the support interaction was positive... I can ask which forms did you complete? If you didn't get a confirmation then yes something went awry.

 

We have a mix of staff remote and office based as of last week... but yes 'business as usual' if there's such a thing these days! August was our busiest August in terms of year on year trend, but overall cases were down of course, however we get a huge influx over about 14 days in Sept and while we bring in temporary staff and redeploy some perm staff to assist, there's simply no way of maintaining the same levels of support that we can in other periods of the year... at least not that would make for a commercially viable business. Our auto-replies do state the limitations and pressure given this time of year to try and set expectations. However, over a week to reply isn't good enough (and the stats tell me that isn't the norm) so I'd like to look in to that if you can ping me the details?

 

I used the form from here: https://support.groupcall.com/contact-support and there was no confirmation of receipt.

[AdeB]

Got someone looking at that now... thanks for the heads up!

[AdeB]

I used the form from here: https://support.groupcall.com/contact-support and there was no confirmation of receipt.

OK, so Salesforce (our support system) is processing web-to-case queries with around 30-40 minute delay right now. Logged this with them directly as we have two instances and it's the same across both. You should definitely still get an auto response though. I've modified the 'thank you' page to highlight what to do if you do not.

 

I really appreciate you bringing this to my attention.

[Starbug1]

GrouCall have mixed up our login with another school

 

We have 3 email addresses registered with GroupCall; when we type any of these addresses, they auto-complete to a school in Birmingham.

 

GroupCall have not replied to us.

[AdeB]

GrouCall have mixed up our login with another school

 

We have 3 email addresses registered with GroupCall; when we type any of these addresses, they auto-complete to a school in Birmingham.

 

GroupCall have not replied to us.

 

Can you let me know what your case number is? Or PM me with details of the school (DfE number) and email you are attempting to log in with please.

[leegcvcc]

Just phoned Groupcall with an invoice enquiry. Was told to leave a message as they're all busy but then can't as the mailbox is full. Not great, not even good.

[andy_b]

Once I have a moment I will be evaluating what we use Groupcall for and investigating other solutions.

[AdeB]

No not great and on this I share your frustration. Added that to the list of issues with our phone supplier... voicemails FYI are recorded and forwarded, it doesn't store them on the system, so there's no obvious reason why anyone should get that message. A colleague is rebooting that this evening and hoping 'turn it off and on again' will sort it. You can always email finance_at_communitybrands.uk or DM me with any issues and we can get someone to look in to it.

[jonnykewell1]

Exactly the same issue here - PM sent @AdeB . Thanks in advance.

[CHSGM]

I had an issue surrounding Xporter that was logged over a month ago. I never heard anything back after constant emails requesting updates. In the end, I had to go back to CPOMS informing them of this. Apparently, they can internally escalate any issues that have landed in Groupcall's Helpdesk. After that, Groupcall were in touch less than 12 hours later and immediately resolved the issue.

 

Makes you wonder.

[jonnykewell1]

I've just been on the phone with CPOMS and they managed to fix my issue for all of my jobs.

[msi_school]

I have five tickets open going back five weeks with groupcall about an xporter error. I have had no response except the automatic response, I tried ringing support but they are all working from home and not available for phone calls, which to be honest was not a good look for a Major business in April let alone November.

 

I have tried ringing but there is no answer anywhere on the phone tree so I have PMed @AdeB and tweeted them today.

[msi_school]

Does anyone have a good alternative to Groupcall for messenger and Xporter?

[simpsonj]

Our Xporter Agent has been down since Jan 4th, so no updates to Show My Homework or CPOMS since the start of term. I've raised it directly with Groupcall and via CPOMS, with no resolution.

 

Wonde, on the other hand, has worked without any issues.

[psydii]

Interesting. The only time we have had any support from GC for over a year has been when a third party customer of GC has raised a ticket from their side. Concerning if even this now isn't getting things resolved.