topic Re: I would like to complain about the support in Revit Structure Forum

I would like to complain about the support

RobohoboRabbit — Thu, 31 Jan 2019 12:42:01 GMT

Viveka wrote in this Thread:

Hi @hanleyj

The assigned specialist from client services is continuing to work with you on resolving this case.

Regards,

THIS NEVER HAPPENED STILL NO ONE IS IN CONTACT WITH US , WHY CANT WE GET THE TRUTH

WHO IS THE ASSIGNED SPECIALIST

TODAY THE SUBSCRIPTION ON THE SOFTWARE ENDED CAUSING EVEN MORE DELAYS TO THE PROJECT

AFTER POINTING OUT THE PROBLEM WITH THE SOFTWARE YOU STILL INSISTED IT CAN DO BIM REBAR

NOW THAT IT CANT YOU WANT US TO KEEP WAITING AND PAYING FOR THE SOFTWARE UNTIL YOU FIX IT

WE EVEN ASKED TO EXTEND IT FOR US TO FIX THE PROBLEMS THIS MONTH AND GET SOMETHING ELSE AND STILL YOU ARE SAYING WE HAVE TO PAY THE FULL SUBSCRIPTION FEES FOR SOMETHING THATS NOT WORKING

PLEASE CAN SOMEONE IN MANAGEMENT CALL US IT IS GOING ON 3 WEEKS WITH SUPPORT

@RobohoboRabbit The title has been edited for better findability by @michele.mk. Original: SUPPORT STILL LIEING

Re: I would like to complain about the support

michele.mk — Thu, 31 Jan 2019 13:16:49 GMT

Hello @RobohoboRabbit,

I am really sorry to hear that you are facing so much trouble with our support. You get normally an answer within 24 hours.

I checked internally your case. It seems you have indeed tried to reached us many times. This can make it difficult for the support to track all your requests. Please follow up from on now only on case number 14966738. I have informed the colleague and the team in charge and will try to do my best for you to get contacted as soon as possible.

I can see that my colleague tried to reach you but was not able to call you under the phone number you have given, could you kindly send me a private message with your direct phone number and the time frame you are reachable please?

Many thanks in advance,

Best regards,

Michèle.

Re: I would like to complain about the support

RobohoboRabbit — Thu, 31 Jan 2019 13:22:43 GMT

we have had that before , what number did you use send it to me in a message , i have 3 email i can post were you have asked for our number been given it and never called .

and you should not of changed this title and accepted the solution yourself.

me say support is lieing is true and i can prove it. i will send you my number again and we will see if i get a call today or not

Re: I would like to complain about the support

michele.mk — Thu, 31 Jan 2019 13:58:17 GMT

Hello @RobohoboRabbit,

thank you for the reply. Of course I did not mark my answer as solution. The author of a thread has the button showing to accept as solution. Sometimes instead of clicking on the "answer" button, it happens that one click on "accept as solution". But it seems you have removed the solution mark already, thank you for that.

I changed the title accordingly to our Etiquette and Ground Rules and because it makes your request more clearer for the rest of the community. You will see your original title is still appearing.

I have received your private message with confirmation for the phone number and have communicated it to the team. In the meantime I was also able to talk to the agent in charge of your case and his manager. You will be called and they will talk everything through with you.

I will follow up with you here in the forum. Do not hesitate to let me know if there is anything else. I will do my best to support you with your request.

Best regards,

Michèle.

Re: I would like to complain about the support

RobohoboRabbit — Thu, 31 Jan 2019 14:12:19 GMT

thank you , unfortunately in a pvt message you have said GAVIN is going to call , is this the same GAVIN MC D that has not been in contact with us , if it is best someone else call us

but i think if its is the Same person it shows your not taking us seriously . YESTERDAY here in the forum we are told this is the wrong person

Here's an update. I'm trying my best to help.

I've re-routed your case to client services Return Management, this is the e-store group that deals with refunds, which is the correct group. Your case is outside the scope of technical support, which explains Gav McDermotts involvement that deals with troubleshooting and not administrative.

same person or two gavins?

Re: I would like to complain about the support

michele.mk — Thu, 31 Jan 2019 14:30:14 GMT

Hello @RobohoboRabbit,

Allow me to apologize if my information was misleading. An agent will call you, a different one. Gavin is in charge of your case and working close with the other agent.

I can reassure you that Gavin has tried to call you twice on the 21st of January, did you receive his email messages? Too often emails coming from the support lend int eh spam without being read.

I am sorry that so far it was not possible to find a time for both parties to arrange that call, but I am confident that it is feasible.

My colleague Viveka was talking about another case over which she has reached out to the purchasing support because you want a refund. As the refund was different from your original request, you have been redirected to a different person for this specific refund request.

Now all has been investigated and you should get an answer soon.

I hope that helps to clarify the situation.

Best regards,

Michèle.

Re: I would like to complain about the support

RobohoboRabbit — Thu, 31 Jan 2019 15:02:48 GMT

thank you , sorry it dose get confusing every time we opened the case Support would say someone will call us and just closed the case before talking to me . days later no calls so we would have to open another one and the same thing. then on the 21st Gavin called to ask what the issue was, i told him and we needed to sort something out before the end of our subscription , we have asked for an update and got noting until yesterday told he had to submit a form that might go thought by midnight when the subscription was out,

I will try and submit the request later today, best case it would be approved overnight.

now our subscription is out on software we need because of the delays its caused

What do i tell my client -pay for software that not working so i can try and fix the issues with it, if you want more time to fix revit fine , but dont ask us to pay for it when its not working.

instead of cutting our software off why not fix its first then we can pay for it.

or extend the software so we can fix all the issues it caused for the client.

Re: I would like to complain about the support

michele.mk — Thu, 31 Jan 2019 15:20:18 GMT

Hello @RobohoboRabbit,

thank you for the explanation. That helps understand the whole situation.

According to what the team told me, Gav has submitted the request. I cannot tell you the outcome yet as I don't have access to the data.

Allow me to thank you for your patience so far. I am confident we can find a solution together.

Now what is really important, is that you get in touch with the correct person.

Kindly let me know once you have been contacted what the outcome was. Agreed?

Best regards,

Michèle.

Re: I would like to complain about the support

RobohoboRabbit — Thu, 31 Jan 2019 15:31:27 GMT

no problem Michele thank you i will wait to be contacted ,

what should my client do while we wait to sort this out, no work can be done to help the issues caused by revit now because you waited until the software expired to submit a form we asked for weeks ago, im in a meeting at 10am with them

Re: I would like to complain about the support

michele.mk — Thu, 31 Jan 2019 15:41:43 GMT

Hello @RobohoboRabbit,

allow me to ask you a few question to see what I can do to help you:

- which software do you need to work? Revit (which Version)?

- Is it a single-User License or a Multi_user (Network) one?

Looking forward to your answer.

Michèle.

Re: I would like to complain about the support

RobohoboRabbit — Thu, 31 Jan 2019 16:01:33 GMT

we had 2 seats for a whole package single user but the only thing we need at the moment are cad and Revit 2019.

we are having to do a lot of editing rebar , and the program is struggling we are running 2 pc each to try and make it work . its not the amount of work but the amount of time we have to wait for the program to change one bar.

Re: I would like to complain about the support

michele.mk — Thu, 31 Jan 2019 16:06:12 GMT

Hello @RobohoboRabbit,

I have sent you a private message with more information.

Best regards,

Michèle.

Re: I would like to complain about the support

michele.mk — Wed, 06 Feb 2019 07:37:53 GMT

Hello @RobohoboRabbit,

I wanted to follow up on your request. Gav confirmed to me that you had a talk and he is actively working on your case.

I wanted to let you know that the team is following this closely as well as myself.

I will close this thread by the end of the day, but feel free to send me a private message if needed. 🙂

Best regards,

Michèle.

Re: I would like to complain about the support

RobohoboRabbit — Wed, 06 Feb 2019 11:16:27 GMT

thank you for following up on this Michele , I spoke with Gav and at the moment we are going to test the new update . Unfortunately im away on training at the moment and will have to do this when I return to the office.