Waiting >2 months for Helpdesk to offer final solution in 4 open cases

Scriptcase 9 General
#1

Anyone else having issues with the SC helpdesk NOT RESPONDING to open cases for quite some time?

I’m trying to get a date/time scheduled for a remote intervention now for over 2 months. They even claim I’m the one causing this delay since they recorded the connection not being accepted. Once I was waiting at the planned date/time and since no cennection takes place, I go away from my PC to get a drink. Of course, during these few minutes they attempted to connect… At all other occasions, the only thing they forget to mention is that I was not even aware of the remote assistance connection being planned! And the few planned connections were not executed…

To be honest, this is a rather RECENT issue, because all other older interventions were executed as discussed/planned.

Anyone familiar with this?

#2

Hello DHEL,

SC helpdesk / support is VERY BAD. I waited almost a month for remote intervention.

Generally speaking its first and last time I paid money for support. I am waiting now for 3 months for a solution and the only email I receive is that they are working on it. I started already asking my money back, but they are jut ignoring it. I am writing an email everyday.

BR
Stefan

#3

On the other hand, many users here on the forum are very helpfull… Although it is not easy to see what is happening in someone else his environment.
So if you have questions I suggest listing what you have installed and with enough details.
For example linux and windows definitely make a difference and usually if it doesnt go in linux it has to do with rights…

#4

The right thing is for Netmake to be responding timely to customer support issues, especially those who have paid for support.

Truthfully though, Netmake doesn’t have the resources to respond to customer defects, nor do they have a process in place - available to the community - for reporting and tracking the progress of fixing product defects.

#5

At least not in English…