[bromcom] Bromcom POLL on their services

[Dr_Zeux]

Hi Darren. It's been a further two weeks since you last chased them for me and there's again been no update from that. I shouldn't have to resort to replying publicly to you in order to get an update.

 

This is one of the frustrating issues of not having a CSM, and customercare@... who don't always respond! How else do you chase up cases?? I doubt you can post a comment on the Community, but if i'm wrong, let me know?? My old CSM used to advise to update tickets with a quick comment, "Any updates please", but this is a bit random in getting a result - can't say it was that helpful overall...

[CHiLL]

This is one of the frustrating issues of not having a CSM, and customercare@... who don't always respond! How else do you chase up cases?? I doubt you can post a comment on the Community, but if i'm wrong, let me know?? My old CSM used to advise to update tickets with a quick comment, "Any updates please", but this is a bit random in getting a result - can't say it was that helpful overall...

Yeah. Annoyingly, I do update the ticket and ask for an update, but I don't get a reply back until I get fed up and post here.

[Dr_Zeux]

Yeah. Annoyingly, I do update the ticket and ask for an update, but I don't get a reply back until I get fed up and post here.

 

We're in the same boat, and no doubt lots of other customers too...

 

One of the responses to my tickets recently (that was 8 months old) from helpdesk was, "Thank you for your reply. I can only apologize again for the delay on this case. Unfortunately we accumulated a very large backlog since the September period until now and we did not manage to get back on all of them in time."

 

So, they've had a huge backlog of cases from Sept until recently... We can only speculate why...

 

I've still got a few cases open dating back to Sept!!

[Bromcom_Darren]

This is one of the frustrating issues of not having a CSM, and customercare@... who don't always respond! How else do you chase up cases?? I doubt you can post a comment on the Community, but if i'm wrong, let me know?? My old CSM used to advise to update tickets with a quick comment, "Any updates please", but this is a bit random in getting a result - can't say it was that helpful overall...

 

By all means Post on the community to chase up a case that is absolutely fine.

[Bromcom_Darren]

Yeah. Annoyingly, I do update the ticket and ask for an update, but I don't get a reply back until I get fed up and post here.

 

This case is with the software team who are looking into this case for you. I can see from the case a workaround was provided previously, however I have once again chased the fix for you.

[Bromcom_Darren]

Hi Darren. It's been a further two weeks since you last chased them for me and there's again been no update from that. I shouldn't have to resort to replying publicly to you in order to get an update.

 

Hi Chris,

 

Please keep an eye on this ticket this afternoon

 

Thanks

Darren

[CHiLL]

This case is with the software team who are looking into this case for you. I can see from the case a workaround was provided previously, however I have once again chased the fix for you.

I updated the ticket quite a while ago stating that while the work around make the feature appear in the settings - I cannot enable it because it requires a license and the option is greyed out, despite I was told we are fully licensed.

[CHiLL]

Hi Chris,

 

Please keep an eye on this ticket this afternoon

 

Thanks

Darren

They attempted to close the ticket without responding to my follow up issues.

[Bromcom_Darren]

They attempted to close the ticket without responding to my follow up issues.

 

I was advised the issue that required the software fix was resolved - I will let them know regrading the additional information requested.