Customer Support Quality
Aug 19, 2016
Hmm, I feel bad posting this but it's last resort. I'm a bit disappointed with Articulate Support lately; I've emailed every day asking for an update about a couple of issues I had and never got a response. A courtesy "Sorry, we're still working on it" would be fine but I'm having the impression that my queries are being ignored. I have a project which is due to finish next week, so it was urgent that the bugs were fixed asap, and having no timescale or any idea of where Support is has been frustrating. I say *was urgent* because I ended up having to do the intensive trouble-shooting myself and finally found the solution, but of course this is impacting on the project schedule.
I've never remembered Articulate Support to be like this before; my experience until now had been really positive. Anyway please take this as feedback.
Thank you for reading.
12 Replies
Hi Jannah!
I see where our team has been corresponding with you. Perhaps you did not receive some of our e-mails.
The e-mails will come from support@articulate.com so please be sure those are not going into your Junk/Spam folders.
Hi Leslie,
No, I checked both spam and junk folders, no responses at all. Did those emails ever bounce back? I have received correspondence from Articulate before, and those emails landed in my (company) inbox just fine.
Sorry it might not be your fault at all, but yeah it would be nice to know what's going on here!
No worries Jannah! Let me dig a bit deeper to see if we can understand what may be going on here.
Thank you :)
I ran into issues about a year ago where my company's firewall was blocking all emails from Articulate and the Heroes community, it was very frustrating.
Seems Jannah is getting the ones from Heroes though, unless manually checking the thread?
Our support team is checking on the issue from our side and hopefully I will have some insight to share soon.
Yes, I'm definitely getting the Heroes notifications. I've also received emails from one of your Support colleagues before. Might just be my company suddenly implementing stricter firewalls :/ Could someone from Support try sending me a test email today so I can see if I can receive it?
Thanks again.
Hi Jannah!
We are going to try simplifying the reply and/or replying with a different 'From' address. Be on the lookout for some correspondence from our team :) Crossing my fingers!
Me too :)
Hi Jannah! Two replies just re-sent. Please let us know if you received them.
Hi Leslie,
Yep, just got those replies. I really have no idea how they got lost, but it's all good now. Thank you for your support :)
Thank you for your patience! Sorry you felt ignored, but so glad you reached out so that we could assist :)
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