(Smoothwall support long response times for critical issues)

[ultimatepie]

Raised a ticket yesterday as critical, haven't heard anything back, keep getting promised a phone call back but haven't heard anything yet,

 

Is anyone else having these issues?

[TechMonkey]

Yes, we have a non-critical but important ticket open that we have had nothing back about.

[ultimatepie]

Just finding it really hard, smoothwall must be having internal issues.

 

But got promised yesterday a phone call and waited on site for a phone call that didn't happen, and don't want to waste my time today.

[howartp]

Yes, we opened ticket on 15th April, marked as Urgent, and CC'd to Lee and Alison, as we were under ongoing DDOS attacks. (Lee is service manager, not sure who Alison is).

 

4 days later I nudged my account manager and had a phone call from Alan within the hour.

 

Alan later closed the ticket with my consent and opened a new Normal priority ticket for a related issue.

 

It's 12 days since I heard from him despite me providing three updates 9 days ago.

 

Ticket IDs 308947 and 309319 if anyone from Smoothwall is watching.

[AshleighB]

Hi 'Ultimate Pie'

 

I am the Service Desk Team Leader at Smoothwall and would love to get your issues resolved. Could you please DM me with your ticket number so I can look into this for you.

 

Many Thanks

Ashleigh Bulmer

[AshleighB]

Hi 'howartp'

 

I am the Service Desk Team Leader at Smoothwall.

 

I've taken a look at those tickets for you and I will get the engineer to reach out to you.

 

Many Thanks

Ashleigh Bulmer

[ITGURU]

You'll be waiting ages! I've had tickets open for weeks before someone actions! Poor customer service.

[ultimatepie]

my ticket ID is 311958

[ultimatepie]

thanks your a star

[howartp]

Hi 'howartp'

 

I am the Service Desk Team Leader at Smoothwall.

 

I've taken a look at those tickets for you and I will get the engineer to reach out to you.

 

Many Thanks

Ashleigh Bulmer

Thanks Ashleigh, I look forward to hearing from him.

 

Peter

[DGardiner]

Had a whinge at my account manager yesterday too.. must be having a good day there....

[dazza007]

I agree it is frustrating, I manage to figure out the problem before they get to me.

 

If you look at the similar threads below it looks like it has been a problem in the past,

 

Where where the guides for todays applications such as configuring the Smoothwall for Teams, Remote Desktop. When you get in contact the team is great, it is just the period of frustration not knowing when they are going to help.

[Sylv3r]

We've also waited a while this week for a response to a ticket we logged.

[howartp]

Hi 'howartp'

 

I am the Service Desk Team Leader at Smoothwall.

 

I've taken a look at those tickets for you and I will get the engineer to reach out to you.

 

Many Thanks

Ashleigh Bulmer

 

Thanks Ashleigh, I look forward to hearing from him.

 

Peter

Morning Ashleigh.

 

I'm around all day until 3.30 today.

 

Peter

[howartp]

Hi 'howartp'

 

I am the Service Desk Team Leader at Smoothwall.

 

I've taken a look at those tickets for you and I will get the engineer to reach out to you.

 

Many Thanks

Ashleigh Bulmer

 

Thanks Ashleigh, I look forward to hearing from him.

 

Peter

 

Morning Ashleigh.

 

I'm around all day until 3.30 today.

 

Peter

 

Hi Ashleigh

 

I'm here for another hour if the engineer feels like ringing me at all.

 

I'll be back tomorrow from 9am until 4pm.

 

Peter

[DGardiner]

1 Week later, no response...

[TechMonkey]

1 Week later, no response...

 

Contact your Account manager with your ticket number. I did that today and got a call back.

Also click the link on the ticket email and let the CEO know. He does read them, I have been contacted back about issues I have raised.

[DGardiner]

Contact your Account manager with your ticket number. I did that today and got a call back.

Also click the link on the ticket email and let the CEO know. He does read them, I have been contacted back about issues I have raised.

 

 

I just feel bad for The girl on the front desk.. I know ive been short with her a few times.. must be crap

[howartp]

Contact your Account manager with your ticket number. I did that today and got a call back.

Also click the link on the ticket email and let the CEO know. He does read them, I have been contacted back about issues I have raised.

 

Thanks for the hint about contacting the CEO; I've just done so.

 

I contacted my account manager about the previous ticket and got a pretty quick response but I shouldn't have to keep chasing.

 

Peter

[woodham]

I have to admit this is my biggest complaint re-smoothwall like all companies once they start to grow stuff changes and not always for the better

[dazza007]

Ok credit where credit is due. I must say that I did get good service yesterday with an urgent request less than 2 hours response a fix within 6. Thank you Smoothwall Team!

[dapaulio]

Iv had 2 tickets open with smoothwall, both relating to degraded performance and on both occasions I closed after two weeks after working out myself the issue and no contact. 1 given for service. @AshleighB what is going on. You are the only representative that responds to tickets.

[mrstrong]

are smoothwall no longer sponsors on edugeek ? I've always found ibpalle to be very knowledgeable and helpful.

Not sure if he is actually employed by smoothwall to answer queries on edugeek @ibpalle ?

[TechMonkey]

The Direct Support forum seems to have disappeared. But ibpalle still pops up.

[ibpalle]

Did someone mention my name?