Long approval time when using the Mysupport website
Created: 19 Oct 2009 | 7 comments
Recently, I logged a case using the Mysupport website. It took 1 hr 40 mins before my support entitlement was verified and the case forwarded. If the intention is to get people to log their cases using the Mysupport website, then this long lag between case creation and case approval should be drastically shortened or eliminated. Otherwise, people will continue to call tech support as the approval process is negligible once you are connected to the person logging cases.
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If the issue you are dealing
If the issue you are dealing with needs urgency, you should be calling in instead of logging a case online. That way we can assist you in real time.
RE: If the issue you are dealing
But it would be great if could empower the call center folks too be able to monitor the My Support system too. That way a blocking voice call can be reduced and the time span required for the resolution could be drastically brought down.
In many cases the agents
In many cases the agents working the web based cases from my support are the same agents answering the phones. The system prioritizes the phone calls over the web based system.
As I said, it is pointless
As I said, it is pointless having the mysupport website. Everybody would still call and the jam will just worsen.
I totally agree!
The backup Exec system is a critical system and a 3 hour wait time is totally unacceptable, if Symantec wants to keep market share then they need to address this soon as the long hold times are still occurring; i waited on hold hours yesterday with no answer and so far I have been on hold 15 minutes today... Hello Symantec you are not the only game in town!
"I have NOT lost my mind — I have it backed up on tape somewhere."
Live Chat Option
How about having a Live Chat option as part of Symantec Connect and/or My Support website? Would that serve as a valuable middle ground between these two?
I agree as well
Their support has sucked recently for me. I've called 4 times passed two weeks because the support that was supposed to "call me back" NEVER called back. I have waited for almost 4 hours of call time now with the person that directs the calls assuring me i would speak to someone within 30-40 mins. BULL. I am not going to renew my license with Symantec, as their support sucks for something so important, OUR BACKUPS. Veritas had much better support, I never waited for more than 30 mins.
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