What has happened with customer support?

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  • Updated 2 weeks 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 7 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. 
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Arthur Newmark

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As I write this, I've been on hold for 52 minutes.   If this is like other experiences I've had with ShareFile support, now that it's 5 pm PST, my call will never get picked up and I won't get a callback tomorrow.  ShareFile support is atrocious.  As the IT manager for our firm, I've never experienced more terrible. service.   We've been ShareFile subscribers for 2 years.   We will be cancelling and going elsewhere. 
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Leo, Official Rep

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Hi Dani,

I'm sorry to hear that.  Do you have a case number of one of the recent cases you've put in so that we can investigate?  Part of the process change has all our electronic requests go through https://support.citrix.com/cscase so that the case can be routed to our representatives more quickly.  This also lets us investigate more quickly as it allows us to see detail about the case interactions in an easier manner.  There was an auto-response on the old mailbox temporarily letting people know about the switch for several months before the old ticket system was decommissioned.  

-Leo
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Dani

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I have no case number because we would submit the request through the website and no one would ever get back to us. We would just get a web page saying 'Thank you we'll be in contact' Below is an example.I have received no notification of any changes in the process. I also have stopped submitting requests since I never got responses, the last one submitted was in April. 
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dungeoncrawl

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Not to downplay any of the issues others are having above, but I want to go on record as saying I've not experienced it.  I'm on EST and nearly always am speaking to somebody within 15 minutes.  I've had some very outstanding support from Leo and Louis.  I've had a couple of issues with Tier 1 people that don't seem to understand the problem but eventually get me to somebody who does.  Overall, I've been reasonable impressed with them compared to other recent support in the industry.
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Leo, Official Rep

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Hey Dani,

That submission page no longer exists.  It was removed as part of the process change.  The Help page now goes through the Help Center, which would direct you to the form if you wanted to submit, or to the knowledge base if you are looking for questions.  

-Leo 
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Dani

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Well let's hope it helps someone else and your process change is a lot better. Although based on comments it doesn't seem to have. I've given up sending in requests and have told our clients not to use ShareFile.