What is the usual wait time for sharefile customer support?

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  • Updated 2 months ago
Do I always have a wait an hour for someone that can't fix a problem
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Ronica Brown

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  • Frustrated

Posted 8 months ago

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Leo, Official Rep

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Hey Ronica,

Typically the first two quarters of the year are busier than the latter two quarters.  If the problem needs someone on the phone, our phone wait times are at least an hour due to volume.  If the issue is not pressing, I would recommend email, and if you need a call, I would normally recommend going for a callback instead of waiting in queue.

-Leo
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Ronica Brown

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So if the wait time is so long over the phone, then how quick do emails get answered? When I first started early January, I send several emails that were not answered. 
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Leo, Official Rep

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It depends on which emails.  For the people at support@sharefile.com, despite the overwhelming volume, the response time has been able to teeter around 3 business days for initial response.  Unfortunately, that means RightSignature's email response time has grown significantly longer than that. 
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Marc Bianchini

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I waited 2 hours yesterday and then just hung up   This company has gone down hill fast.  BTW bring all support back to America
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Ross Bender

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Are you using the main Citrix support line? I've noticed there is a separate Sharefile support page/number (https://www.sharefile.com/support) and I've noticed that the support when using that number is not as robust or comprehensive as opening a ticket through Citrix's main support channel (https://www.citrix.com/support/)
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Leo, Official Rep

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Hi Ross and Marc,

The main Citrix support channel can be used for ShareFile, but only for specific plan types.  It would not work out well if the person reaching out was not on one of those plans, because the issue would have to be re-routed back to the main ShareFile support group at the https://www.sharefile.com/support number.

-Leo  
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Marc Bianchini

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Hi Leo, i spent the whole day going back and forth between share file, share connect and right signature.  I called a week ago to just cancel share file because we were having to many problems  when I spoke to someone out of the country they gave me the wrong answer and it caused more problems. I think because foe some reason there are 2 accounts in my name.

I am still having issues
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Marc Bianchini

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feel free to call me
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Leo, Official Rep

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Hi Marc,

It took a little bit to find your ticket information, but I found one I can pass on to one of our billing team members to get back to you on.  

-Leo
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Ronica Brown

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Marc, shoulds we are having the same problem. I emailed the rep that signed me up for right signature and he just said there is nothing he can do. So this guy doesn't even have the basic knowledge to least ask what my problem is to try to get it fix. This is terrible
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Arthur Newmark

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ShareFile support is atrocious.  I have waited over an hour on the phone without a call being picke3d up and cases where call-backs were never received and emails ignored.   As an IT manager I've never experienced worse service.   ShareFile tells us we have a "business" level account with telephone support to 5 PM PST.   Good luck getting that support!
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Leo, Official Rep

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Arthur – thank you for your comment regarding Support. We are sorry that your experience was not one you had hoped for but please let me offer the following:

ShareFile Support, over the past 6-months, has undergone a transformation. We have made significant investments in people – the systems we use – the processes we follow – all to enhance the customer experience. We knew we could do better and took the steps necessary to make that happen. For example, our goal is to ensure we pick up every call in under 2-minutes and that we respond to electronic requests for Support within an hour – and we are exceeding these goals. Realistically goals and measurements are based on the “average” of results – meaning there can be outliers – but they should be just that – outliers. A positive sign is that prior to your post we have not heard of any issues during the past 6-months.

We appreciate your feedback – it makes us better when we understand the pain points our customers are experiencing. I believe that you will be pleased with the support we provide and, in turn, please keep letting us know where we can improve.

-Leo
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dungeoncrawl

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For me, it's about 15 minutes on average.  I'm in North Carolina so maybe the timezone is to my advantage?