0 Replies Latest reply on Jun 25, 2010 4:13 AM by darkshyre

    Chat Sessions have no trained personnel??!?!

      I have tried using the chat session for fast issue resolution as we can't get into call support very often. However, over time the number of "knowledgeable" engineers from this chat session greatly reduced by a huge percentage!! I guess it started from the start of 2010, every time i login to the chat session, the engineer will ask for some questions (some of them are irrelevant as well) then after a reasonable amount of time the engineer will just say that "im sorry i am not trained with this specific product, i will log on a case for you and an engineer will call you right away" (which happens after a few days if your lucky - - some times it takes weeks!!)

       

      Now, im sticking with the service portal and have the Regional Account Manager to follow-up the case for us (Thank god she's patient!)