Vendor tech support takes months to respond to tickets
Vendor technical support teams often leave tickets sitting unanswered for weeks or months, even for straightforward questions that require simple answers. This leaves IT professionals stuck waiting helplessly and unable to resolve critical system issues like DLP policies in Purview.
What people tried
Every workaround mentioned in the threads below. We haven’t tested any of them — and nobody here is claiming they worked.
- 1Hiring partner companies to act as intermediaries
- 2Skipping tiers or staying on-premise
- 3Enduring endless loops of unhelpful troubleshooting and log requests
- 4Hunting down tiny links to bypass the bot
- 5Opening support requests
- 6Waiting weeks or months for manual resolution
- 7Switching IT providers
- 8Reporting issues to management to try and make things better
- 9Leaving IT or the company entirely
- 10Handling incident response and service requests in-house
- 11Switching to alternative platforms like Xero or Sage 50
- 12Sticking with older desktop versions of the software
- 13Using outside payroll vendors like Wagepoint or Patriot and manually recording journal entries
- 14Closing tickets due to non-response after a set period
- 15Changing ticket status to waiting on customer to pause SLAs
- 16Putting tickets aside to treat them with the same priority the customer shows
- 17Adding 'please do not call me or request a meeting - use case comments' to the very top of every new support case.
- 18Telling the support representative that an email update is required so it can be shared with the client and kept for documentation.
- 19Vehemently requesting that support does not ask for a session and just answers the questions via email.
In their words
Unedited, most upvoted first, each linked to the thread it came from.
“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 ↗
“Payroll journals don't sync more often than they do forcing me to contact support.”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 ↗
“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 ↗
“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 ↗
“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 ↗
“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 ↗
“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 ↗
“I had a service desk guy ask me about setting up a MAC address, because I work in the Mac department.”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 ↗
“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 ↗
“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 ↗
“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 ↗
“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 ↗
Where this came up
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