What has happened with customer support?

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  • Problem
  • Updated 2 months ago
  • (Edited)
I’m appalled at the lack of customer support. Emails go unanswered. Hold time are unacceptablly long, in excess of 3 hours. Calls go unreturned. Customer Support is no longer 24/7. We’ve been a customer since 2008 and it never used to be like this. I remember when you boasted about 24/7 support. Now it’s 8-8 M-F. What is going on? I have a meeting next week with my superiors and we will discuss other options. We can’t go on like this.
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Donna Mendoza-Zapata

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  • livid

Posted 3 months ago

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Ross Bender

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I can also express that our organization has been very frustrated with Sharefile support. It is definitely not up to par with other Citrix products. Had we known this would be the case, it would have definitely made an impact on our production selection
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Dani

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We have experienced the same issue and will be switching to something different this summer once our tax season is over. Our clients are very frustrated and this is our busiest time of year. We use ShareFile exclusively to send the tax return and receive documents. I was left on hold for over 2 hours on Friday and finally realized their support hours were over. 
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Donna Mendoza-Zapata

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If you were on hold prior to them closing, your call should have been taken. I was on hold last week for over 2.5 hours, then the line dropped. I called back and they said someone would call me back so I didn't have to wait on hold again. I have yet to receive that call. I sent them an e-mail almost 2 weeks ago, no response. It's mind boggling that they are able to get away with this. I've also noticed, when I call the person that picks up doesn't speak very good English which could be part of the problem. 
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Dani

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That is awful! I completely agree. I actually called on a different line while on that 2+ hour wait and was immediately put on hold and after 30 minutes the line disconnected. I have submitted support tickets that go unanswered. Today I spent an hour on the phone with someone who said the issue was all on my side since they couldn't recreate the problem. 
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Donna Mendoza-Zapata

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We just cancelled the account. I'm not dealing with their non existent customer support any longer. 
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Dani

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That is our plan as soon as tax season is over. It would be chaos to change now, but of course we paid for an entire year upfront to receive their "discount" and they won't prorate anything back if we cancel earlier.