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Kimbel Ward Neal avatar image
Kimbel Ward Neal asked mike commented

Does anyone else not have access to customer support on the phone and have to wait 24 hours when their fax line is down?

ring central poor customer support for urgent issues
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mike avatar image
mike answered
Hi Kimbel,  Can you explain what you need help with and we'll be happy to assist you?

Mike
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Kimbel Ward Neal avatar image
Kimbel Ward Neal answered
I called twice to support because our incoming fax line has been down all day today.  Both times I got a automated response stating I cannot get support online I have to open a ticket.  I have opened four tickets and all I get is an automated response that they will answer my ticket within 24 hours.  Our contract is up in July and we will not continue to be a client if the fax line can be down all day at a law office and you don't care!
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Kimbel Ward Neal avatar image
Kimbel Ward Neal answered mike commented
I should not have to post to facebook to get help!

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mike avatar image mike commented ·
It does take some time to process the tickets. If you post your ticket numbers here, I'll take a look at them and check the status for you. 

Mike 
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Kimbel Ward Neal avatar image Kimbel Ward Neal commented ·
We dug in the closet.  Found a phone line.  We crawled under a desk  and ran a phone line to our fax printer and tested it manually.  It did go through and seems to be working.  It could have been our client issue.  I am still unhappy that a quick test of our line on your end could have alleviated the anger, the crawling, the searching and the endless emails without waiting for 24 hours.  I understand waiting on a lot of things, but not when the line might me down. You should not lump all tickets into the same box and not answer them for 24 hours and refuse to help on the phone for urgent matters.  I am still not going to renew our contract.
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mike avatar image mike commented ·
Sorry for this experience.  We actually do have someone that reviews the cases as they are submitted and routs them to the proper person or department so that they can get process as efficiently as possible.  I do understand how it appear from your end though. If you ever submit a case and a status update you are welcome to post here.  

Mike 
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