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  • 1.  Support woes - what happened to Genesys support?

    Posted 01-25-2021 16:13
    they don't read and try to understand the issue
    even provided screen shots
    they don't bother to check anything before making suggestions
    - oh you need to check your licenses. 
    - they don't know how to fix anything
    - they have to engage a SME or PE

    this is getting to a point i cringe at opening a ticket
    PLEASE SUPPORT US!!!!
    #Unsure/Other

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    Richard
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  • 2.  RE: Support woes - what happened to Genesys support?

    Posted 01-26-2021 08:16
    Edited by Wayne Rhodeback 01-26-2021 08:16
    Join the club!
    PureConnect - Genesys

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    Wayne Rhodeback
    Astute, Inc.
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    Original Message


  • 3.  RE: Support woes - what happened to Genesys support?

    Posted 01-26-2021 09:54
    Richard,

    Please take a look at this thread which discusses the same issue. As you can see, Genesys's senior leadership is aware of the situation and is working towards resolving it. In the meantime, there is advice contained within that thread on how to proceed.

    HTH


  • 4.  RE: Support woes - what happened to Genesys support?

    Posted 01-26-2021 12:00
    Edited by Richard Chia 01-26-2021 12:06
      |   view attached
    Yes I know they are aware - it's been like this for months.  They offered a pretty power point to show the changes and improvements.  I want to see action not just talk.  They need to walk the talk.  We escalate to our TAM, email ccpureconnectmanagementattention@genesys.com, etc. 
    We escalate and escalate.  I have worked on this platform since 2.4 - support can't get any worse that this, can it?  It hit rock bottom yet?

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    Richard
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    Attachment(s)

    pdf
    Customer Care Recovery Plan_for Distribution.pdf   102 KB 1 version
    Original Message


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