[bromcom] Bromcom Performance

[themightymrp]

I actually prefer the current method of raising a ticket on the helpdesk and then waiting a fortnight for a response (sarcasm)

[Bromcom_Support_2]

Am I the only one who gets frustrated at Bromcom support and their lack of engagement?

 

By that I mean their reluctance to actually phone up the customer and work through the problem or arrange remote sessions to assist, instead they prefer endless back and forth email communication which takes five times as long to resolve anything!!

 

 

Hi Kennysarmy

 

I hope you don't mind me jumping in to this thread to apologise if this has been your recent experience.

 

We always prefer to discuss a query over the phone or a teams call, as it's much quicker for us too! That said, sometimes troubleshooting requires us to gather evidence, investigate remotely, replicate and work through the query with a 2nd or 3rd line agent. I can't comment on the detail of this specific case but we would be keen to get the detail (you can send any examples to me via DM) so I can pass onto the Customer Support Manager for his review and to take any corrective action.

 

Kind regards

Bromcom Support

Edited June 7, 2023 by Bromcom_Support_2

[kennysarmy]

Hi Kennysarmy

 

I hope you don't mind me jumping in to this thread to apologise if this has been your recent experience.

 

We always prefer to discuss a query over the phone or a teams call, as it's much quicker for us too! That said, sometimes troubleshooting requires us to gather evidence, investigate remotely, replicate and work through the query with a 2nd or 3rd line agent. I can't comment on the detail of this specific case but we would be keen to get the detail (you can send any examples to me via DM) so I can pass onto the Customer Support Manager for his review and to take any corrective action.

 

Kind regards

Bromcom Support

 

No offence, but that's definitely NOT my experience of opening calls with Bromcom -it's very rare to receive a phone to help resolve a case!

 

I'll DM you my current call reference so you can see an example of emails being batted back and forward, I believe this call could have been dealt with far more efficiently with a call and remote session!