Surprised how slow support was to fix an issue
I ran into a problem with the dialing tool where calls wouldn’t connect properly. I expected quick answers or immediate fixes but was surprised at how slow and indirect the support was. The first call to telephonic support went through standard questions that didn’t resolve the issue. Then it took multiple follow-ups to be told the problem would require a software update. The update eventually came, but this delay was unexpected and affected my workflow more than I thought it would. I will say the support representatives remained polite and patient throughout, which helped ease frustration. Also, the priority assistance option for paying customers did get me to a senior agent faster than regular support queues. Still, I had hoped such a critical tool would be managed with more urgency. Overall, while the customer service tone was good, the handling of the problem’s timing came as a surprise to me because I thought it would be fixed more promptly. If speed of resolution is important, some improvement in their process seems necessary.