Does anyone else get put on hold for hours at a time when calling about SYNC problems?

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  • Updated 10 months ago
Yesterday Morning I phoned in and got a ticket number and was told I'd get a call back in 30 minutes.  I called back several hours later and was put on hold.  They picked up after a couple hours and asked if I'd like a call back.  I laughed and said sure.  You guessed it, no call back.  This morning I called and was told I would hold about 5 minutes, it's been an hour and 50 minutes.  Same hold music as yesterday...
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Posted 12 months ago

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Claudio Ammann

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I did not call in. But I get no response for days for massive problems on sync. ShareFile seem to have a huge problem with sync. I our case sync changes files randomly by users which are not working on the files. We had big issues as files were saved as a new version right after the user working on the file saved and quit the word application (also applied to powerpoint).
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Justin Nuzum, Official Rep

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Hi Claudio - I'm looking forward to working this out with you directly via email. 
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Laura Peterson

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Support has really gone down the drain with Sharefile. I'm not sure what we are paying for at this point. We use to have a technician answer the call and help us within 10-15 minutes. NOw we are sent to India, a long process of filling out a ticket takes place, then you are told - it will be 1 1/2 - do you want someone to call back? No...I need to speak to a technician - that is why I called, not to wait for hours or days until we get a call back. We can't keep using Sharefile if this is the customer service we are going to keep getting. It doesn't make sense. WHY did you change your support model???????? It is NOT working!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! - Laura 919-762-5670
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Christer Trasti

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I agree with Scott and Laura here. There are glaring problems with the support around ShareFile, and being asked "have you tried googling the error" is really not helping. This is supposed to be an enterprise product with an enterprise support. Clearly something has gone downhill here and it seems that Citrix has no problems selling this product - supporting it however is a completely different matter.