What is the usual wait time for sharefile customer support?

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  • Updated 3 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 4 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