RM - Support Response Times very slow

[password1234]

Hi Guys

 

Anyone with RM here finding that their support response times are getting worse as time goes by!

 

Calls that are being logged are not being actioned for atleast a week, hard to get anyone on the phone as well and they also take ages responding to emails

 

I know they moved to a new helpdesk system a while back but this itself is broken. the old helpdesk system they had we just logged on to a single tenancy and we were able to login a call on behalf of all the schools we support, with this new system not possible.

 

Anyone else noticed this?

 

They seem to be getting worse unfortuantely

 

Service itself is great their internet monitoring and general service but the problem we have is their support department is getting really bad

[JCT]

Hi

 

I've reached out to you via PM but for anyone else browsing Edugeek, my name is Colin Turner and I'm the Head of Operations at RM.

 

As you may have noticed service hasn't been great of late but we have taken note of the feedback and made some changes that will become obvious as you interact with our team this week.

 

As of Monday 13th of May we have moved support for our Broadband products back to the UK.

 

While we have had a couple of teething issues this week I can assure you all that things will improve in the coming days / weeks and we can put the recent issues behind us.

 

In the meantime if you are having any significant issues and dont feel the team are aware or responding please reach out to me and I'll ask our Service Desk Manager to have a look.

 

Thanks

 

Colin

 

Colin Turner

Head of Operations

RM

E: [email protected]

http://www.rm.com

RM, Office S001, New Alderston House, 3 Dove Wynd, Strathclyde Business Park, Bellshill, ML4 3FB

Edited May 14, 2024 by JCT