Good that support was patient, but protocol for errors fell short
During a problem I faced with the dialer freezing, I found the support team's patience commendable. They listened carefully without rushing me off the call, which was helpful when explaining the issues. However, the method they followed to solve the problem was not very efficient. There appeared to be no clear procedure to escalate or prioritize the resolution based on the seriousness of the issue. Instead, I was passed between different levels of support multiple times, which caused delay. Automatic updates to the software did not fix the problem immediately and I was told to wait until another update was rolled out. Despite repeated follow-ups, recovery from the malfunction took longer than expected due to lack of urgency. Invoicing and payment processes were handled in the usual manner, with no glitches as far as I noticed. Overall, while the support's demeanor was positive, the handling of technical problems and the communication about solutions could be improved so users don’t feel abandoned when the software fails.