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Vlad S
Vlad S
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Update from the BC Support Team

Jul 6, 2012 3:32 AM

Categories: General Discussion Tags: #support

There's been a fair share of negative comments about BC support and as the manager for BC Support I'd like to give you a behind the curtain view into the support team and strategy.

 

First, let me correct a false perception: The BC support is not outsourced! All support engineers are Adobe employees and fully committed to the success of the product and its users!

We had to expand the BC support team to meet demand from the growing user base and we added new agents in our Adobe India office. Establishing a new team supporting a complex product involves 'on the job' learning. When you interact with an apprentice face-to-face you can tell by an "In Training" sticker that your patience is appreciated, but how to do this in a chat or web case situation?  Be assured though that your old crew of knowledgeable support engineers are still around (and won't leave!) and are working side by side with the new guys to coach, assist and review where more training is needed.


Our goal is a top-notch support team and an engaged partner community! Let us know how we are doing! We want your feedback every time you interact with our support team, whether it’s good, bad or so-so. Whenever a case is closed you receive an email notification with a survey link. The results of the survey are the satisfaction ratings for your support experience, and I can tell you that we look at them every day and follow up with agents where needed.

 

Aside from your 1:1 support options accessible from the Help menu when you logged into BC, another focus area for us is the BC community forum. You will find the most senior support engineers responding here, as well as many trusted community professionals. Check out the FAQ & known issues for the last release, where we communicate any known issues and solutions as soon as they are discovered. We want to make the forums your most valuable resource, your go-to place for help on BC.

 

I welcome your comments, and if you want to reach out directly, feel free to send me a private message.

 

Thank you,

Vlad

1070 Views   5 Replies   Latest reply: Vlad S, Jul 24, 2012 12:07 AM
 
Replies
  • FraserMcCulloch
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    1. FraserMcCulloch,
    Jul 9, 2012 1:48 AM   in reply to Vlad S
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    Vlad

     

    Will you please escalate case ID 0183380141 to someone who is NOT learning BC. I have a very serious ecommerce issue preventing a site from going live.

     

    It's now 7 days since the ticket was raised and the 2 responses from Trainees are that I should change from Test payment gateway to live gateway ! I have provided a PDF with screenshots outlining every step in the sales process.

     

    My problem with your support is that this support person is obviously not DIAGNOSING the issue, just providing a text book response.

     

    If they looked at the PDF or even put through a test order, they would realise the problem.

     

    In future, don't service long term partners with Trainees and escalate this case IMMEDIATELY to someone who knows BC.

     

    Fraser

     
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  • Vlad S
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    2. Vlad S,
    Jul 9, 2012 1:58 AM   in reply to FraserMcCulloch
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    Hi Fraser,

     

    Thanks for the info & feedback. We are gathering all the feedback and further training the tier 1 agents so they will become better and better prepared.

     

    Regarding the ticket you mentioned: the case was already escalated to the 2nd level team. Someone is working on it as we speak.

    You will receive an update from us ASAP.

     

    Thanks,

    Vlad

     
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  • psolovyov
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    3. psolovyov,
    Jul 13, 2012 1:58 PM   in reply to Vlad S
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    I usually dont have any complains about the support. They are great, timely and most of the time knowledgable. Having an option to talk to somebody live on the other side is pretty good.

     
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  • drwoodhall
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    4. drwoodhall,
    Jul 23, 2012 2:28 PM   in reply to Vlad S
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    Vlad . . . how do I send you a private message?  I really need help in the form of a chat, . . . I have log in problems "big time."  Ever since the launch of Creative Cloud it has been a mess for me.  I have a Creative Cloud ID, AND I have a separate paid partner ID for BC.  I can sign into BC through DW CS6, but it only sees those sites created with the Creative Cloud sign in.  I was under the impression that we had to call support in order to get the accounts melded together.  As it is now, when I try to sign in to BC in CS6 as a paid partner (using that ID) it automatically goes back to the CC sign in.  What a mess this rollout has been.  Suggestions?  How do I initiate a chat with someone who can, and is willing to fix the problem.  I even called San Jose today and got the usual word for word spiel off of the cheat sheet.  I am so frustrated with this. . . . What the heck did I pay the money to be a Premium Partner for, for a product with so many ragged edges?  No aspersions on BC support.  However, there is only so much water you can force through a small hose.  There is a rushing Niagara Falls of need on the part of partners with nowhere to turn.

     
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  • Vlad S
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    5. Vlad S,
    Jul 24, 2012 12:07 AM   in reply to drwoodhall
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    Hi,

     

    Please contact us on chat here.

    To send a private message on the forums, you need to go to my profile (click on my name) and then you'll find on the right hand side a "Send private message" link.

     

    Looking forward to hearing from you,

    Vlad

     
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