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Genesys Support - getting better or worse?

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cavagnaro:
Hum...we were not allowed to do that when asked to Genesys...maybe only trained customers?

Manas:
I have been dealing  with Genesys support for 3 years now. While in many cases they have given excellent support and advise and have been real good help.  It has been my experience that most of the times  you have to call up few big guyz to make  things move faster .Otherwise  even critical tickets stay with tier 3/developers for months without any update. And when response comes ,many cases it's standard support reply without giving details on the specifc case for which SR was raised . Another funny thing is support site does not allow you to create a SR with highest priority (1-Critical). You can only request Genesys to do that .

Gulden_NL:
Manas,
You mention the procedure about not allowing critical tickets to be opened by the end user.  What Genesys wants to do is have you open an SR with High, then phone them to discuss.  To be fair, if it is truly critical, they want real time communication but opening the SR gets it into Siebel and then they have some written information and hopefully you have uploaded some logs.

I just reviewed their SR process with their Support Mgmt yesterday due to some slow responses.  I mentioned critical and whether we could get real time web conferences going when we do have a critical (last time was 2004) and they said sure, and that was their current preferred way to problem solve.

I agree with you about the length of getting some of the SRs closed.

victor:
On average, they are doing pretty well, except for the "average" SRs, when answer is something you need in a day or two, but takes a week or two instead. One thing I hate is that after issuing a ticket and waiting for an answer, you finalyl get a reply telling me that: a. it was fixed in a newer version and I need to upgrade or b. they need more information before resolving this.

From a support side, this makes sense, since you receive a ticket, you look into it, you try to resolve it, and then you get back with a follow up. But from client side, it usually infuriates the client, because for one reason or another, CRITICAL means NOW, NORMAL means by tomorrow, and LOW means within a week. It may not apply to all the clients, but on average, LOWs take a few weeks to get back, and by then, you already would either fix it, abandon it, or figure a way to by-pass it.

I guess this sort of mentality divide is something intrinsic to the industry as a whole, thus there is not much you can do other than hiring all Genesys engineers and keeping them in your call center ::)

Fra:
[quote author=victor link=topic=3817.msg16703#msg16703 date=1234498464]
One thing I hate is that after issuing a ticket and waiting for an answer, you finalyl get a reply telling me that: a. it was fixed in a newer version and I need to upgrade or b. they need more information before resolving this.
[/quote]

What I really can't stand is when:
# I open a SR describing the issue with several details, like ConnIDs, timestamps and so on
# I upload the logs
# They give a generic reply
# I got back to them with "But have you looked at the call I am talking about?"
# They answer "can you provide me with the logs?"
#  ---> Fra's f"£$%^*@~!!!!!!
..
# "Can you extract the db conf and send it to me along with the logs from the Big Bang startup?"

Sure.

Fra

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