Vendor tech support takes months to respond to tickets

“I have a ticket open with them for months, for something that should basically be a "yes/no" from them.”source ↗

“Now it's been stuck with no response from them for weeks.”source ↗

“I don't want your fucking chat bot, I want a real human working with me to answer my questions.”source ↗

“And a special fuck you for now forcing me to type in the form to contact support only to reach an AI chat bot, and then have to hunt down the tiny link to click because actually no thank you I need to have a human do something”source ↗

“support won't respond, and the chat bot sends us in circles.”source ↗

“Somebody asks me a question like what's going on with this problem. I respond with a simple yes or no question to get some more detail. And they don't reply.”source ↗

“Seriously dude fuck AI chat bots just hire humans...”source ↗

“We’re having issues with DLP policies in Purview, but the partner can’t figure it out and told me to open a ticket with MS. Took MS a week to even assign my ticket and it’s been two days since I heard from them.”source ↗

“Been trying to obtain a handful of Office LTSC licenses and CDW has been consistently been leaving my emails and calls on 'read' since April. Haven't even been able to get my company onboarded with them either. Incredibly frustrating experience.”source ↗

“Our problem with them not responding is they will report the ticket to higher ups to day our team is ignoring.”source ↗

“I get this a lot too, they just flat out ignore your entire inquiry and make more demands.”source ↗

“CDW used to be great back in the ‘teens. Not sure what happened but getting ahold of someone is a joke.”source ↗

“Had the exact same experience as you. We’ve just gone with a local reseller, and couldn’t be happier (Toronto area)”source ↗

“I've had a ticket open for 15 days. These outsourced support morons have zero idea what I explained in the support ticket.”source ↗

“They've responded once in 18 hours. The error message I'm getting is "*AxiosError: Request failed with status code 400*". I'm trying to onboard an important client with expiring Microsoft subscriptions to Pax8.”source ↗

“I have billing ticket open for two months now. Only communication I’ve had is “has this been address yet?” and “ticket closed”. My account manager has done nothing.”source ↗

“Ninja support was one of the only downsides we had with their product. It is outsourced to people who don't know jack shit about ninja itself let alone the 3rd party addons.”source ↗

“Payroll journals don't sync more often than they do forcing me to contact support.”source ↗

“Do you? Do you understand sitting on hold for 57 minutes, then being hung up on before talking to anyone, then another 49 minute hold”source ↗

“One call can take me three hours between holding for initial connection, being put on hold multiple times while they check with the "back office"”source ↗

“Reports disappear if you leave the screen, and need to come back, need to apply the criteria all over again, bank registers don't refresh”source ↗

“every time without fail lol. they schedule the screenshare, join late, ask you to reproduce the issue you already described in detail, then close the ticket as "resolved" the second you end the call”source ↗

“Always been this way … “I tried to call you” after a full repro scenario video and log files attached, so they don’t have to start work.”source ↗

“Literally all that info is in my ticket. I’m 100% convinced they don’t actually read tickets and send that as a response to meet SLAs”source ↗

“It's awful. I VEHEMENTLY request that they do NOT ask for a session and just answer the questions I'm asking in an email.”source ↗

“It's funny how many times they've said "I tried to call you" in the case and I check my phone to find exactly zero calls from any unknown numbers all day”source ↗

“how many times have I put in the ticket 'impersonation access has been granted' and the first reply back says 'please enable impersonation access'”source ↗

“lol yeah and they also just call directly with no warning to share screen despite of time zone differences. It doesn’t seem to matter what time zone I put on.”source ↗

“we had similar thing where they kept escalating storage alerts for backup drive that was literally supposed to be at 100% because it's the backup target. took them three weeks and four different techs before someone with brain looked at it”source ↗

“I had a service desk guy ask me about setting up a MAC address, because I work in the Mac department.”source ↗

“Our help desk can’t differentiate between a request and an incident. The most fundamental piece of ITIL, and they don’t get it.”source ↗

“Unfortunately, my first experience with Manus support has been extremely disappointing.”source ↗

“When I asked them to inspect the historical scheduler configuration or backend execution logs, they refused to answer the question directly.”source ↗

“Their proposed "solution" was that I should: ... 3. make a full-screen video recording of myself creating it; ... 5. send them the recording.”source ↗

“It was first time when I was asked to share my chats with support or record screen for prove somethink that happened.”source ↗