[bromcom] Bromcom - Customer support are awful!

[Pheonix121]

Having an issue with one of our schools - Logged support call Mid December after having to wait 48 hours for my account to be set up to have the pleasure to do.

 

Waited a day or so and no response, called and was told rather patronisingly considering the industry I am in that it was a low priority to it would take a few days to even get assigned, let alone worked on.

 

Christmas came and went with little/no movement.

 

Chased up in the NY, at first was told incorrect infomation, the tech on their side then obviously went off to speak to some one and was told the correct infomation.

 

End of last week, I really chased to get a resolution as the school are being patient but its not really fair they cannot use the product as intended.

 

This morning I have logged on to check the support ticket to find an update saying what I had requested had only been submitted 2 days ago when I asked for it 5 days ago and basically not to get my hopes up as the technician is doubtful they will provide it.

 

I am so disapointed, My jaw genuinely hit the floor when the lady said it took days to even be assigned, even in my most busy jobs the customers always get an acknowledgement and we try to resolve all issues as quick as possible to stop anyone becoming frustrated, My brain cannot process how a company can honestly just say this like its the norm and I am being ridiculous for wanting a speed resolution.

 

Does anyone have contact details to anyone higher up in the company who may be able to help?

[TechMonkey]

There are various Bromcom staff on here. @Bromcom_mark and @Bromcom-PR may be along in a second to help.

[zeezoo]

I was just contacting them for a demo. This doesn't bode well!

[ASA-Simon]

Would it be worth considering third party support such as https://www.turniton.co.uk/ ?

 

I think Bromcom do offer a discount if you are using third party support services.

[supportman]

Make sure you select "high" for all jobs on their web portal otherwise it basically gets forgotten about.

 

I must admit I had a good experience with a 24hr resolution on Friday, but I did make sure it was high priority as we had a user who couldn't log on after a account merge.

[TheCookieMonster]

I've found the helpdesk guide here to be very comprehensive regarding service levels - https://docs.bromcom.com/knowledge-base/bromcom-support-desk-guide/

 

If it's 'low' then there's normally a good reason for that i.e. it's not affecting anything statutory or you have a workaround? Difficult to say without know the case details, but the response times from most support orgs for a low priority issue is usually pretty long. Arbor doesn't even have an SLA target for their 'low' priority cases!

 

 

There's also an escalation process you can follow here - https://docs.bromcom.com/knowledge-base/bromcom-support-desk-guide/#how-to-escalate-support-cases but it's basically to email the customer care team. I've had dealings with them in the past and found them quite supportive and responsive.

[Bromcom_Darren]

Having an issue with one of our schools - Logged support call Mid December after having to wait 48 hours for my account to be set up to have the pleasure to do.

 

Waited a day or so and no response, called and was told rather patronisingly considering the industry I am in that it was a low priority to it would take a few days to even get assigned, let alone worked on.

 

Christmas came and went with little/no movement.

 

Chased up in the NY, at first was told incorrect infomation, the tech on their side then obviously went off to speak to some one and was told the correct infomation.

 

End of last week, I really chased to get a resolution as the school are being patient but its not really fair they cannot use the product as intended.

 

This morning I have logged on to check the support ticket to find an update saying what I had requested had only been submitted 2 days ago when I asked for it 5 days ago and basically not to get my hopes up as the technician is doubtful they will provide it.

 

I am so disapointed, My jaw genuinely hit the floor when the lady said it took days to even be assigned, even in my most busy jobs the customers always get an acknowledgement and we try to resolve all issues as quick as possible to stop anyone becoming frustrated, My brain cannot process how a company can honestly just say this like its the norm and I am being ridiculous for wanting a speed resolution.

 

Does anyone have contact details to anyone higher up in the company who may be able to help?

 

Good morning,

 

I am happy to look into this further for you and arrange a Teams call if necessary to resolve any issues you may have.

 

Please do drop me an email to [email protected] listing any outstanding case numbers, questions and queries that you require looking into.

 

Thanks

Darren Moody

Community Manager

[Pheonix121]

Good morning,

 

I am happy to look into this further for you and arrange a Teams call if necessary to resolve any issues you may have.

 

Please do drop me an email to [email protected] listing any outstanding case numbers, questions and queries that you require looking into.

 

Thanks

Darren Moody

Community Manager

I have already emailed that address twice.

[mthomas08]

I've generally had a positive response from Bromcom support, I agree to stick most of the jobs high priority if you need it kind of done within 24 hours or so. Back when we had quite a lot of issues it wasn't often I had to wait a whole day for them to be resolved.

 

One of my low priority jobs did get forgotten and I did a chase. As for being 'the rep can contact them' that isn't the fault of Bromcom..... they clearly tell schools only certain individuals are capable of contacting them.... We have about 4-5 people data manager/attendance depts plus me.

 

My tips are:

Always best to phone.

Always make sure you have 3 reps (at least) able to contact support.

Set to high priority if you want it done rather urgently.

[Bromcom_Darren]

I have already emailed that address twice.

 

I have dropped you a DM

[Pheonix121]

Replied with Case ref

[Bromcom_Darren]

Replied with Case ref

 

Thank you and received i have contacted the software team who are looking into this for you.

 

Thanks

Darren Moody

Community Manager