How to get enterprise vendor support to actually help
Support agents stick rigidly to their scripts and refuse to work with you unless the busy account owner gets on the phone, even if you provide valid credentials or authorization letters. When you finally manage to escalate, they simply add more isolated technicians to the email chain rather than connecting you with capable engineers. This siloed communication multiplies misunderstandings with every new contact, leaving you stuck in a runaround instead of fixing the problem.
What people tried
Every workaround mentioned in the threads below. We haven’t tested any of them — and nobody here is claiming they worked.
- 1moving away from the vendor entirely
- 2going through a 3rd party provider instead of direct support
- 3Having a technician pretend to be the account owner over the phone.
- 4Adding the IT provider as a named admin or support user within the account.
- 5Having the client write a letter of authorization.
In their words
Unedited, grouped by where they were said, most upvoted first within each place, each linked to the thread it came from.
“Wondering if anyone else has experienced the god awful process of working with Xerox support.”source ↗
“Each new email or phone call leads to more misunderstanding to the point where this morning they have asked a team to mark all deliveries for an office that closed last week.”source ↗
“Every time we escalate, we get some new level of incompetence and an extra tech added to the email chain.”source ↗
“I'm getting a run around trying to get engineering resources that know what they're doing.”source ↗
“The last line is a major issue we have faced, almost no one is able to speak to others outside of their tiny silo it feels like.”source ↗
“The only way they would validate me is to get the account owner on the phone, and they are always extremely busy.”source ↗
“I have all of the information and can validate it, but because I was honest, they refused to work with me.”source ↗
“yeah this is pretty common with accounting software vendors, they get real weird about who can touch the account even when you have all the creds”source ↗
“the letter thing works sometimes but half the time their support doesn't even honor it, they just stick to the script”source ↗
Where this came up
People with this problem also raised
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