1

Within the last couple weeks I’ve opened a few calls with Unitrends Support about some (minor) issues we’ve been experiencing. Frankly, I’ve been majorly underwhelmed and shocked by the lack of responsiveness. If I email, I don’t get a prompt response. Ok, so email isn’t the best contact method when one needs immediate assistance. So I call the main Unitrends Support “800” number. And I wait… and wait… and wait…

Seriously Unitrends - what gives? This never used to be a problem but it seems like support’s not keeping up lately. I’m in talks with our account rep about a renewal but this certainly isn’t working in Unitrends’ favor right now.

Is anyone else dealing with these same support delays?

7 Spice ups
2

Jake - I’m sorry that you’ve experienced less than stellar response from our support team recently. I’m going to look into what our average response times have been, and see if you’ve been affected by some sort of fluke, or if there’s something more serious happening.

While I’m looking into this (this may take a few hours), do you need an immediate call back from support?

3 Spice ups
3

I just made it through after sitting on hold for 15+ minutes. I suppose by overall industry standards, that may not be terrible, but it doesn’t seem up to par with Unitrends’ typical/historical response times. I understand that these things fluctuate, but my last few support calls haven’t been very pleasant. I get the distinct impression that the support engineers are stressed and/or overworked.

As an additional note, can you talk with someone about the hold music (or lack thereof)? Dead air isn’t always the best thing to hear when you’re waiting on hold or in queue for the next available agent.

2 Spice ups
4

Jake - First, my apologies that we haven’t been living up to the expectations that we’ve set forth. Thanks for calling this to our attention. I’ve just sent a note to the VP of Support, and I hope to hear something back soon, but it looks like he may be in a meeting for the next hour or so.

10-4 on the hold music. I’ll see what we can do about that ASAP.

2 Spice ups
5

I just heard back from our VP of Support, Dan Wixon on this. Here’s his response:

“Regrettably, we have briefly not kept up with the fast growth our company has experienced. In response, we have been aggressively hiring and training a staff of Engineers and will get our response times back to the levels our customers have come to expect. A quick alternative to voice and email for minor issues is our Chat support.”

He’s asked that anyone who experiences issues of this kind (or really any issues with support for that matter), please email him at dwixon at unitrends dot com. He’s looking into your cases specifically Jake, and you should hear from someone either later today, or early tomorrow about any open cases.

Thanks for bringing this to our attention, and our apologies for our shortfalls of recent.

2 Spice ups
6

Not a problem. We’re part of the 8.0 Beta program and I was trying to get assistance with what I believe to be bugs with that specific version. Honestly, given the responsiveness problem, I’ve been holding back on opening additional cases until I get the first one(s) resolved.

Thank you Katie for your presence here in the community. Your quick response has helped to bridge the support gap for myself and other Spiceheads.

7

Jake - Thanks for being a Beta tester, and for sharing your feedback so openly and honestly with us. We strive to be amazing, but sometimes, we miss the mark. We can’t always be perfect, but we hate to hear that it’s negatively affected our customers.

I do joke with Dan that he must cringe when he sees an email come over from me (which isn’t very often, thankfully) since it’s usually about something that we need to fix right away. Luckily, we’re all on the same page around here (how can we make things better for our customers), so thankfully, we all look at this feedback as very valuable and important, since we can’t fix something we don’t know is broken.

Thank you for your understanding in this matter. We appreciate your business and are working hard to bring our SLAs down to what you’ve come to expect.

8

Additionally, I’ve started to notice more and more of the “canned” support emails (see below) and I do not appreciate them. These used to come from a person. The canned email also didn’t account for the information I sent in when I originally opened the case, and there was no response when I replied back to it.

2014_11_03_16_17_30_Unitrends_Support_jrondeau_kochlogistics.com_Outlook.jpg

2 Spice ups
9

This is great feedback. I’ll pass it along to Dan and his team.

10

I disagree and suggest you reconsider the lack of “noise” on hold. I am sure Unitrends can annoy the F out of us by playing over and over “how much we value you as a customer” or “we are getting to your call as quick as we can” about as often as a smoke alarm low battery reminder. I bet “press option 2 for STFU silence hold” (lack of voice and overplayed endless loop music) would be more popular than you would expect.

Seriously silence is golden as I can play my own hold music or hold a conversation with someone else while on hold. Even put it on speaker waiting for a voice to say hi rather than blasting endless loop hold music and “We will answer your call in a specific order unless you Kevorkian yourself on hold”

If you have to: just keep it to music only and spare us the BS promises of ‘ever answering the call’ or ‘we are so valuable of a customer that you don’t pay for enough support staff’ like so many other companies put us through while wasting our valuable time on hold.

I will agree having to be on hold this long is not normal for them and we also went through this today. Scheduled a callback. Even the callback was late. Did get our issue fixed today. perhaps Unitrends is feeling a rash of issues over something?

11

querty - Thanks for the feedback on the music - I agree with you, silence or music, but no talking. It’s like listening to the radio - I hate the talking (except on NPR).

Did you see the response from our VP of support, Dan Wixon above?

12

I disagree and suggest you reconsider the lack of “noise” on hold. I am sure Unitrends can annoy the F out of us by playing over and over “how much we value you as a customer” or “we are getting to your call as quick as we can” about as often as a smoke alarm low battery reminder. I bet “press option 2 for STFU silence hold” (lack of voice and overplayed endless loop music) would be more popular than you would expect.

Seriously silence is golden as I can play my own hold music or hold a conversation with someone else while on hold. Even put it on speaker waiting for a voice to say hi rather than blasting endless loop hold music and “We will answer your call in a specific order unless you Kevorkian yourself on hold”

If you have to: just keep it to music only and spare us the BS promises of ‘ever answering the call’ or ‘we are so valuable of a customer that you don’t pay for enough support staff’ like so many other companies put us through while wasting our valuable time on hold.

I will agree having to be on hold this long is not normal for them and we also went through this today. Scheduled a callback. Even the callback was late. Did get our issue fixed today. perhaps Unitrends is feeling a rash of issues over something?

I understand that hold music is a matter of preference, but I’d rather hear something than nothing. As it is now, I have to keep looking over to make sure the call is still connected.

13

Sadly you are not alone with the feeling of being ignored by Unitrends support lately. Two months ago I would have said they were fantastic. Now, not so much. I have been waiting for over a week to sort out a license registration, (I finally got around to rebuilding the VMware UEB). Given it’s an NFR license I am not going to complain too bitterly, but I have definitely noticed.

I didn’t actually realize the 3 email message I got were “canned” till I saw this post. That would explain why I have had no response to the replies I made to them. :frowning:

As for the music on hold, I agree we need noise. What I would like is the music, (and advertising if you must do it), set to a noticeably lower volume than the support people. That way I can leave it on as background but know instantly when someone picks up. I’ve had really annoying instances talking to other vendors, of being hung up on after not noticing that someone has finally answered. It’s pretty hard to keep your cool if you’ve waited for 45 mins only to be disconnected because you didn’t get to the phone within 60 seconds of finally getting through, (yes Telstra Australia, I AM talking to you!).

RobT.

14

I must be calling at the right times. Well usually I start with Chat. It is responsive and my problems are taken care of in first contact. I did call in on a Saturday, two weeks ago when Chat wasn’t working. I was on hold less than a few minutes. Sorry to hear that you guys have had slow response times.

Shane

1 Spice up
15

Rob - Licensing and support are actually two different departments. Do you mind forwarding over the email address you’ve used for your UEB installation so I can look into this for you?

16

This is great to hear! Thanks for using Unitrends!

17

Yesterday (following my wait on hold) I got through to someone and was supposed to have a callback scheduled for today. I’ve got less than one hour left in my work day and I still haven’t heard from anyone. The callback was pushed to today because they were busy yesterday. I’m guessing I’m going to get pushed back yet again. Thanks Unitrends… :frowning:

18

Jake - I’m going to look into this for you. This is not the level of service that we strive to provide.

19

Thanks Katie. I called in to follow up and I had two other Unitrends staff members call while I was on the phone with one of the CSRs. We’re going to start fresh and take a look at this tomorrow morning.

20

Jake - I’m glad to hear that we were able to connect today on some level. Thanks for your patience on this, and have a great night!