Dear LogMeIn,
Today I was not happy about the support I received. I'm a double-loyal customer. Why double: the company where I work GEMALTO, now Thales pays a subscription to GOTOTRAINING that I generally like, and I personally pay a subscription to LastPass, one of the best password manager on the market so far.
The issue that I experienced with GOTOTRAINING was that the attendees weren't able to watch the recordings that I shared.
When they try to browse the link they get the registration questionnaire we use when they need to register to the training and then, after filling all the forms fields they get a message saying: registration to training xxx is closed.
Of course, it is closed: the training has been completed and they want just to watch/download the past sessions.
A different behaviour happens for the videos I upload personally on the system: for them, it works.
So let's see now why I'm NOT satisfied at all:
- I was waiting for more than 30 minutes on the phone before someone replies. Okay...COVID..etc etc. I understand.
- I had 1h40m session with a support agent, he took the remote control of my compare, I showed him the issue and after some tests, he concluded that it is a bug: fair enough and the workaround, for the time being, is to download all the sessions and the re-upload them again...
When I asked the bug internal reference and a timescale he said that they do not have any internal reference and not even a timescale (Professional product indeed) - A test we conducted showed that if you create a training record without any questionnaire it works ok: so it's the questionnaire that breaks the things: no timeline to or internal reference to a bug anyway
- While I was placed on hold the call dropped anyway he was still remote controlling my PC so I wrote my telephone number in the chat be called back and finish the call. At this point, even the remote session dropped.
- NO ONE CALLED ME BACK and I have not received not even an email
This is outrageous!
I worked for many years in technical support. I was a TSE and then I was the Technical Leader of the EMEA support of LANDesk (now Ivanti) and so I know how support works in fine details.
I know the escalation process, how bugs are logged and what is the process engineering follows to manage them and assign priorities.
And this behaviour is something I do not like at all.
I'm even beginning to have doubts about keeping my personal LastPass: maybe I'd move to another one with better support.
This is not a personal message against the TSE that handled the call, but my understanding is that you guys do not have a real process of handling bugs and not real process to handling customers as well.
I expected at least an email with a case number to follow up. Instead, I got nothing.
Today I'm even on annual leave and I'm not willing to spend another 1h 39 min and 33 seconds of my time for another lengthy and pointless call.
All my best regards,
Marco S. Zuppone
