Is anything being done to resolve the terrible support that has creeped in over the last year?
We are getting extremely frustrated with the following.
- Only support staff available during our timezone have almost zero knowledge of the products so all they can do is request logs
- It takes days to weeks to get a reply which then normally happens in the middle of the night so we can't reply till the morning after that persons shift which means more delays in resolving issue
- Issue is nearly always blamed on something is that completely wrong and I have to prove otherwise. Not once have they been correct.
- Tickets are closed after sending generic reply blaming something which isn't correct before confirming
- Major issues with things getting lost in translation due to the language barrier
Latest example is I logged a ticket due to groups not been applied to the self service portal correctly on Windows 10 20H2 but work fine on 2004.
- Support almost instantly replied asking for logs which I sent straight through
- Support finally sends a reply back 5 days later at 2am our time saying 20H2 computer isn't on the domain but 2004 computer is and closes ticket
- This is not correct as both computers are on the domain and the user I'm testing with is a domain account. How could I be logging on to a workgroup computer with a domain account. (Pretty obvious the computer must be on the domain)
- Out of curiosity I decide to have a look at the logs i sent and within 1min I found the user log which clearly states both computer are on the domain and neither are in Workday.
- Based on what I can easily see in the logs I question if anyone even looked at the logs or just come generic reason.
Support was great up until around a year ago but now it has become so frustrating that we are having to look at other options.