Genesys Japan Support is a joke

[victor]

Sorry for off-topic post, but I need to vent my frustration with Genesys Japan support - or lack of there of. I am not sure what they are doing there, but I doubt that their defnition of "support" is what I have learned to expect from Genesys.

[tony]

Hmmm... Maybe you should go for EMEA Support? The UK Support Team are fairly good... 

[vivek]

I called Canada (North America) support, they are fairly good too...

[Fra]

[quote author=Tony Tillyer link=topic=2428.msg9210#msg9210 date=1188570247]
Hmmm... Maybe you should go for EMEA Support? The UK Support Team are fairly good... 
[/quote]

Mmh, depends on the component you open a SR for; for Outbound I stopped to open any new one, since it was ridicolous. There are a couple of guys who have no idea of what they talking about nor what professionalism is. In my emails I had to re-write several times my questions since they was always skipping them and replying just to the last of my list.

[victor]

Tony,

I know exactly what you mean. Here we are, testing a product developed with Genesys SDK at one of our biggest clients here in Japan, and they complain that I wrote a ticket in English - they seem to have trouble understanding it.

Are you kidding me?!!!! Here we are, using what probably is the first large scale roll out of their Genesys Platform SDK, and I get Genesys Japan support replying back in JAPANESE commenting on how my English is hard to understand and how they would be happy to offer us System Engineering services.

Don't get me wrong, there is certainly a skill or two, but I found their level of support sub-standard with way too many questions being referred to US. I see that nothing has really changed since I have started this site because I felt Japanese service lacking in way back in 2001.

Am I the only one who feels that when you work on sites with more than thousand seats which cost millions in license fees I should be able to deal directly with Genesys without being forced to use a local excuse of a company that does not do its job in promoting Genesys in this part of the globe?

I remember sitting few days replacing one of our teammates at Genesys Japan support: they would not even SEARCH for older tickets, because it would take too long (they were using Siebel or something like that, and clicking a search button would result in ten minute wait to get something out of DB)

And since when asking the default settings behind addp timeout for rollout when using WAN, and whether it is related to WAN latency was not a support question?

I think client should be given a choice whether or not they want to use a local office, especially if most of the tickets are escalated to APAC or US anyway.

Frustrated...

[René]

Hi Vic,

Unfortunately I have to agree with you. I don't know what has happened in last 2 years but quality of Genesys Support (EMEA) and quality of new products is getting worse and worse. Especially some of the "new" products are very buggy and Genesys isn't able to solve these bugs within reasonable time. That lead to big pressure from customers' side to Genesys partner who implemented the solution and frustration on both sides.

We have project (around 200 seats) when we use Genesys Integration Server (GIS) and .NET Toolkit. I have to say it's nightmare. We're unable to finish that project because of bugs in mentioned products. Most of the bugs appears on agent's side so you can imagine the mood of our client. Genesys knows about that for months and they aren't able to fix these. Grr....

R.

[tony]

I was referring to the break fix stuff from Genesys ...don't get me started on our SR's closed with a note from Genesys saying "fixed in the next version..." 

[victor]

I found regional offices to be nominally good at finding the problem that is glaring at you and I have somehow managed to simply overlook( e.g. error in the log that shows that license have expired (or missing) or missing option values). In a way, it is like having a backup where somebody does the same thing you did, only pay closer attention to logs, and if there is something weird there, then go to support.genesyslab.com and search for it. Helpful - yes. Worth paying a considerable chunk of your annual support fee - definitely no.

Genesys Tech Support in US is really outstanding. The problem is that once you go into regions, you no longer have the same company and in most cases you have to bring up people from scratch. And usually they do not have on-site experience handling real life call center systems. Though with time they gain a very good understanding of how product should work, given the lack of any real environment to polish their skills, they are stuck acting as a go-betweens between US and the client.

Last time I was in Genesys Japan, they had a tiny Avaya and a few phones - hardly a place to train a support engineer to handle questions from a 2000+ seat call center with URS, OCS and so on. And I understand why. Since Genesys US is probably taking most of the profit from Genesys Japan, there is only so much that Genesys Japan can use in order to invest into its facilities.

I think Genesys Japan is doing mediocre to ok job in helping sell Genesys in Japan, and even though there are a lot of ways that they can improve themselves, it is still much much better than quality of their tech support. (The fact that I started this website speaks volumes of it already) In some way, I understand why it is. And this is fine; however, I do not think that it makes sense to also require users to deal with their support, especially given that they do not have the people nor the infrastructure to manage the requests by themselves.

I really think that it is time for Genesys to rethink its support policy and pricing structure. And if Genesys people are reading this - please do something about it, because I doubt you will find a more loyal client base than you have here.

[Adam G.]

Don't get me started..... Too many chiefs, not enough indians, as the saying goes.

Credit where credit is due, I'll buy the boys in Kiev a beer if I ever get to meet them.

Pavel