Hi, I have dealt with two companies. I asked them some questions and they often reply with a template of telling customers to post their questions on the forum. I know they have a forum and I have posted there before. I don't need them to tell me. Sometimes their staff reply but sometimes they don't. Due to confidentiality about specific projects at work and I know a competitor is on the forum, there are technical questions that I would prefer them to reply privately via email. I mentioned that to one company and they just ignore me. What is the best way to deal with such companies?
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Why some tech companies always want customers to post their questions on the forum?
- Thread starter hajime
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Well you should still be able to email them your issues. So just keep doing that.
But the Reason they want you to post it on forums is two-fold.
1) It can help more people than just you with the same issue
2) Other users might respond with a solution meaning they don’t have to keep as many on the support team payroll.
But the Reason they want you to post it on forums is two-fold.
1) It can help more people than just you with the same issue
2) Other users might respond with a solution meaning they don’t have to keep as many on the support team payroll.
I prefer email mostly too. Actually live chat because it is quicker.
Yes, live chat is the best except the case that the agent deals with several customers at the same time so we have to wait and wait. Insisting customers on posting on public forum is kind of disrespect.
In essence they don’t want to support their product, let the “community “ help you. I just ran into with an issue with Acronis True Image update that was broken on install. They wanted me to pay for support! ...which I did not, just shamed them into helping me.
Acronis True Image sucks Macrium Reflect is where it is at!
I don't mind waiting for responses on a chat. What I do mind, and what really irritates me, is when I make it clear in my first message that I have already followed all the steps in their troubleshooting guide without success. I write that to make it clear that the agent doesn't have to send me all the canned responses, since I've been responsible and done what I can on my own. But time and time again I have to repeat myself ("Yes, as I mentioned in my first comment, I have already read and followed all the steps at the link you just gave me...").
I do it to save us both time, but it hardly ever works :-( Maybe that's why it takes so long for responses - the agent is busy making all of use repeat ourselves!
Thanks for the tip! I’ll keep this and Minitool Shadow Maker in mind as an option for the next time.
Even in the forum, the company that ignores me often refers customers to their manuals and websites which often have incorrect information, broken links, etc. Some of the questions I posted have not been answered for 2 weeks plus. Most often, they answer only one question at a time and when customers ask for more clarifications, they just ignore the customers. In conclusion, they are jerk. Unfortunately, I need the products of this jerk company for my project.
I have went through their forums. Unlike this forum, people in the forum don't help each other. People post on the forums and wait for one person to respond. If that one person does not feel like replying, that you are stuck.
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Try their Reddit. I always get replies within a day. Parallels is always rubbish since I initially bought their product 10 years ago. That is why at that time I opted for Fusion. Unfortunately Parallels is faster these days so I bought theirs.
Logitech has good products but support is bad. No way to contact by email and even questions posted on forum don't get a reply or took a few weeks to get a reply. They wasted one hour of my time calling long distance for their tech support staff to gain experience. They should have trained their staff before letting them to serve their customers.
I have went through their forums. Unlike this forum, people in the forum don't help each other. People post on the forums and wait for one person to respond. If that one person does not feel like replying, that you are stuck.
[automerge]1585662715[/automerge]
In essence they don’t want to support their product, let the “community “ help you. I just ran into with an issue with Acronis True Image update that was broken on install. They wanted me to pay for support! ...which I did not, just shamed them into helping me.
Try their Reddit. I always get replies within a day. Parallels is always rubbish since I initially bought their product 10 years ago. That is why at that time I opted for Fusion. Unfortunately Parallels is faster these days so I bought theirs.
Logitech has good products but support is bad. No way to contact by email and even questions posted on forum don't get a reply or took a few weeks to get a reply. They wasted one hour of my time calling long distance for their tech support staff to gain experience. They should have trained their staff before letting them to serve their customers.
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For that jerk company, is there anything else that I can do besides keep mailing them? When I first contacted them, I used my initial. They "demanded" me to tell them my name, where I am located and what I use their products for. They claimed that they need those info to provide "good services". Since I provided those information and support is not good, they were gathering personal information for other purposes. What are they doing? To decide the degree of support depend on whether I am an individual or a big company?
What also annoys me about no one answering, is when I Google it and get like 20 results of every forum and with a ? but ZERO answers. How can no one know the answer if so many asked?? And I agree Reddit is definitely the best to get answers. May not be correct of kind, but you will get answers.
Ref: Acronis True Image, in the Acronis forum, when I had issues with a paid update, there is a “helpful” guy who lives there, but his suggestions to me were all sorts of stuff that in hindsight, (which I did not do), was unnecessary as compared to what tech support had me do which was just to double click on the installer and select “repair”. For my case it appeares to be be some repetitive scripting issue, and to expect customers to pay to fix their glitch prone software is BULL.
The next time I run into an issue, I’ll be looking at different products.