patrickl78 wrote:We've had great success with support in the past but here lately it just seems that it's hit or miss. I have to imagine that is due to growth and you guys hiring a lot of new support guys right?
Hi, Patrick. Actually, we've been growing our support team pretty linearly for the past 8 years, so this growth is not something new to us that just started lately.
Perhaps you've just been somewhat unlucky with the support cases lately, because overall customer satisfaction ratio with support (according to the survey we send automatically after each support case is closed) has been continuously growing for the past years, keeps growing now and is currently in high 90s.
Don't know if you are using this capability at all, but remember you can always escalate the support case to support management right from the Customer Support Portal, if you are unhappy how particular engineer handles your case.
I will forward your request on Support Portal to our support management.