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Currently Being Moderated

Getting questionable responses from BC support

Apr 11, 2012 12:43 AM

This is more of a general comment on my experiences recently with BC support staff. With no clear area to actually give feedback and know it is being listen too I thought to post it here. Has anyone else noticed in the last 6 months how poor the level of knowledge the newer BC support staff have of the system? I honestly think it is at an all time low. There are some individuals that really know thier stuff and I am sure you all have encountered them as well, but I am feeling the percentage really has swung to the less capable staff now responding to issues.

 

Without needing to go into detail about the issues I have had (even in the last 20min) I honestly think many of these people have never used BC before in any depth and it is real shame when we have to be telling them how the system works just so to get past the initial request/question. I am finding it is either not comprehending the request/question due to poor system knowledge and or responding without clearly reading the request/question given in the first place. I really do try all I can to review the knowledge base and search the forums first which just adds to my personal frustration at the degradation that I see is occurring. I just am begining to not trust in the use of the BC support at the moment and turn more often to making calls to fellow partners fist before going down this support path.

 

Maybe it is just me but if anyone else is noticing the same thing then I would urge you to let BC know somehow.

 

I like BC and I have invested a lot of time and money into integrating the system as an integral part of my business package over the years. It just seems Adobe dropped the ball pretty bad when it took over BC and is still floundering around with it.

 
Replies
  • Currently Being Moderated
    Apr 11, 2012 1:09 AM   in reply to Matt_Wooler

    Indeed the support team was doubled in the last 2 months, and the new support engineers received a high intensity training and currently are on a very steep learning path. We made this decision with the future in mind, as we aim to provide excellent support and excellent response times, and until the new engineers reach a certain level of experience we will have to suffer a little.

    Rest assured that we do our utmost to reach a good level of support in the shortest time possible, and please bear with us for just a little more time. Customer support excellence is on its way.

     

    Thank you for your feedback.

    Vlad

     
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  • Liam Dilley
    6,681 posts
    Feb 28, 2012
    Currently Being Moderated
    Apr 11, 2012 1:15 AM   in reply to Matt_Wooler

    Hey guys,
    They have been heavily hiring and training new support staff ready for the influx from things like the Creative Cloud and the Push Adobe is going to make on BC.

    These new people are new staff, so they need to gain the experience and get into the role. It is annoying as hell but it is something we have to put up with for a bit. Similar happened about a year ago but then improved, Imagine how you are in a new job and learning and getting into it etc after training. It is all about the experience.


    The key issue is as an experienced/advanced user of the system you do not want to fight you way through first level support before getting someone you can help with. BC have discussed on their blog/Town Hall Meeting etc about improving the access levels of support so when you need that advanced help you can get the right man or women for the job on the BC support staff.

     
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  • Currently Being Moderated
    Apr 11, 2012 4:42 PM   in reply to Matt_Wooler

    Hi Vanillacream,

     

    Would agree here... we have noticed it more so in the past month. I'm getting asked to submit a ticket on most questions I ask when before support used to fix or provide an answer on the spot. I would love to see the process change so that  junior/new support staff could be able to pass us onto more experienced support team members in the same chat rather than just ask us to raise a ticket. I don't know if the livechat software has that capability.

     

    Mark

     
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  • mario_gudelj
    1,677 posts
    Oct 13, 2010
    Currently Being Moderated
    Apr 11, 2012 9:05 PM   in reply to Mark Barrett1

    Hi Mark,

     

    The current chat solution does have that capability, but the original team doesn't have a bandwidth to get to all the chats at moment. There are two of us in AU timezone and one in US. I'm sure that this will change soon one the new team is up to speed. They are dedicated bunch of individuals, so please bear with us. The new chat solution which we are going to start using soon can create cases from the chat transcripts, so it will make you life easier. You won't have to come on chat and then go and submit a case if the guys on chat can't help.

     

    Also, we want to make this new forum the best place to get answers so feel free to post your questions here.

     

    Cheers,

     

    -mario

     
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  • Liam Dilley
    6,681 posts
    Feb 28, 2012
    Currently Being Moderated
    Apr 11, 2012 5:26 PM   in reply to mario_gudelj

    Appreciate all the work you guys are doing with all this new stuff (Such as the forums) to get improvements rolled out Mario.
    Looking forward to the new stuff coming.

     
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  • Currently Being Moderated
    Apr 11, 2012 8:28 PM   in reply to Matt_Wooler

    Hi Mario

     

    I understand. We've just been getting really good support from you and Matt which has been awesome but I haven't got through to you guys recently.

     

    M

     
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  • Currently Being Moderated
    Apr 16, 2012 12:49 PM   in reply to Matt_Wooler

    I'm right there with you. Mario, can you shed some light on how the new supporties are being trained? Like are they actually going in and building sites in an incubator or are they just gophering information?

     
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  • Currently Being Moderated
    Apr 16, 2012 1:40 PM   in reply to Matt_Wooler

    BC is the only option for me, it's really awesome and getting better as a platform, but lately I too feel like I end up teaching the live and email support more about the bc system than they teach me.  I think the forum is the best way to get input from actual bc users who use it in the real world.

     

    I realize BC can't support or offer solutions that fall outisde BC platform, and they seem t ohave cleaned out the knowledge base of these types of responses, with the last forum switch, and now even more with a new forum, we have to start fresh again, but hopefully we can gather a nice collection of new third party tweaks and ideas in here to help in manipulating bc's platform to play nice with emrging designs and tech. I haven't checked, is there a forum for that? that would be cool, evenhavea disclaimer that they exclude bc support haha,

     
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  • mario_gudelj
    1,677 posts
    Oct 13, 2010
    Currently Being Moderated
    Apr 16, 2012 5:05 PM   in reply to RichKeller.com

    All the new guys gave gone through the standard training procedure everyone else did, by wantching all the video material, building the sites etc. Now we are monitoring their chats and cases and helping them out through skype and other channels. As you know, BC is not easy to learn and having 2 interfaces makes it even harder. But they'll get there.

     

    @Rich - all that JavaScript stuff that we don't support has been moved to this forum into Documents. So, if you go to any sub-forum here you'll find a bunch of useful stuff there.

     

    Cheers,

     

    -mario

     
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  • Currently Being Moderated
    Apr 16, 2012 6:33 PM   in reply to mario_gudelj

    Cool, I'll check it out, thanks!

     
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  • Currently Being Moderated
    Apr 17, 2012 1:52 PM   in reply to Matt_Wooler

    I've got a support ticket that is now a month old. Two weeks ago after I was writing annoyed updates to the ticket, I finally got a reply. They said they have escalated it to engineering and would keep me posted. I just checked back and my ticket is closed.

     

    It's amazing what poor support can do to your attitude. I'm still committed, but this is just painful.

     

    -Adam Cook

     
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  • Liam Dilley
    6,681 posts
    Feb 28, 2012
    Currently Being Moderated
    Apr 17, 2012 3:06 PM   in reply to Adam Cook

    Micheal,

    If you not mind, PM me your ticket issue.

    See if I can help or advise you at all

     

    @Matt and @Micheal

     

    Check out the latest blog posts, you can see the new support levels, live chat improvements about to be launched.

    The newer knowledgebase is not to far away either I believe.

     
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  • Currently Being Moderated
    Apr 18, 2012 4:16 PM   in reply to Liam Dilley

    Thanks for your help, Liam. By the way, @BC, I love the new forum! Such an improvement.

     
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  • mario_gudelj
    1,677 posts
    Oct 13, 2010
    Currently Being Moderated
    Apr 18, 2012 4:27 PM   in reply to Adam Cook

    Yeah, Liam, you're a true champion mate! Everyone in support and BC loves you. When you come to Sydney we'll smash a few beers at the Bavarian Beer Caffe. My shout! Matt's in too!

     

    Mario

    BC Supportie

     
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