Lack of ShareFile Support

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  • Problem
  • Updated 3 months ago
RECENT LACK OF TIMELY ShareFile Support.

Serious issues trying to get Sharefile to answer support calls, and wait days for call back.

If anyone from Sharefile monitors these conversations, here's the support reference # 

Subject:
 ShareFile Support Request SFSUPPORT-112119
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Gord Heisler

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  • FRUSTRATED

Posted 4 months ago

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Tyler, Employee

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Hi Gord,

I'm very sorry to hear about the issues you've been through with getting support and I've arranged for you to receive a call from us to work on this in the next few minutes.

Sincerely,

-Tyler 
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Gord Heisler

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Hi Tyler, someone did call back and helped solve that issue.
This morning SHAREFILE LINK has TOTALLY DISAPPEARED from the computer.
We used to work off a shortcut to SHAREFILE, but your Tech Support said it would be a lot better if he "IMapped" ShareFile with the computer. Ever since doing so, we have been having issues with slow processing, and crashing isssues. 
I got through to your Triage only to be given another referance # 123876, and sit on hold tying up my phone.

If I dont get a callback within 30 minutes, im looking for another company that can serice our business needs

Call me at 403.550.4673
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Tyler, Employee

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Hi Gord,

I've arranged for a callback from our team and you'll be receiving a call in the next few minutes.  Thanks, and I apologize for the troubles you've been experiencing with your account.

Sincerely,

-Tyler
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Gord Heisler

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Hi Tyler,
Thanks for getting Michael on helping us out.
SHAREFILE Management really needs to look at improving timely answering of customer calls, and it needs to be measured from initiated calls, not only if the call is eventualy gets answered. Being put on hold, or transferred should not reset the clock. 
Your going to see a drastic drop in customers, if this isnt improved ASAP.

My frustration level has peaked enough, that Im scheduling time to start looking into DROPBOX PRO in more detail as an Business application. To date I subscribe only because its a 1/4 of the cost, and use it for personal files and pictures.
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Ronica Brown

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It is absolutely terrible, just started using share file like a month now and seriously reconsidering