Where has tech support gone?
We have been trying to send email since late last week and all our emails to Adventnet have been returned as either undeliverable - mail box full, or undeliverable, unable to contact mail server for the past 5 days. I have also seen posts in the forums where others have reported the same or similar problems with their mail server while asking for support, only to be given the canned answer:
"Sorry for the inconvenience,
Unable to recreate the same in our end, please try it again and send the support file (Under support tab) to support@servicedeskplus.com, so that we can analyze this better.
PS :Refer to this forum link while sending the logs to Support.
Regards
Xxxx"
Another time when I sent in an email, I received a reply with the subject line "Your message to Menders awaits moderator approval" implying I posted to a web forum, when I sent an email. The email reply had a link I could click on to cancel the message that did not work. I understand the purpose of creating some sort of tech support filter to sort out the paying customers from the non-paying customers, but AdventNet needs to 1. tell the paying customers what they are doing before hand and. 2. Test the product and make sure it works before implementing it.
Lastly, we were able to get someone from AdventNet on the phone and we were told that a technician would be calling me "shortly" to discuss their (broken) promise to deliver a scanning agent that could be deployed to all workstations via an MSI file pushed out through Group Policy. Not the reactive scanning agent in Asset Explorer that sends the agent when a workstation suffers a WMI or DCOM scanning error. We were first promissed pro-active a scanning agent a year ago. That was yesterday morning and I have yet to recieve a call.
AdventNet tech support was never in danger of winning any serivce award, but this new low calls into question weather or not the people who work there share their company's motto "Excellence Matters"
"Sorry for the inconvenience,
Unable to recreate the same in our end, please try it again and send the support file (Under support tab) to support@servicedeskplus.com, so that we can analyze this better.
PS :Refer to this forum link while sending the logs to Support.
Regards
Xxxx"
Another time when I sent in an email, I received a reply with the subject line "Your message to Menders awaits moderator approval" implying I posted to a web forum, when I sent an email. The email reply had a link I could click on to cancel the message that did not work. I understand the purpose of creating some sort of tech support filter to sort out the paying customers from the non-paying customers, but AdventNet needs to 1. tell the paying customers what they are doing before hand and. 2. Test the product and make sure it works before implementing it.
Lastly, we were able to get someone from AdventNet on the phone and we were told that a technician would be calling me "shortly" to discuss their (broken) promise to deliver a scanning agent that could be deployed to all workstations via an MSI file pushed out through Group Policy. Not the reactive scanning agent in Asset Explorer that sends the agent when a workstation suffers a WMI or DCOM scanning error. We were first promissed pro-active a scanning agent a year ago. That was yesterday morning and I have yet to recieve a call.
AdventNet tech support was never in danger of winning any serivce award, but this new low calls into question weather or not the people who work there share their company's motto "Excellence Matters"