Need Help Support is 20-30 minute wait each time I call.

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  • Updated 4 years ago
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Why is it that wait times when you call in are so long? Why can't I have engineers return calls when calls are dropped?

I need help. I am tired of having to email my rep each  time I have an issue. 

When I do get support engineers they are very helpful, knowledgable, and courteous. I don't understand why this is such an issue. I work in a call center. I have 6 years experience managing one. I could offer my services if you just promise to have someone on call for when I have issues.
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Kevin Clackler

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Posted 4 years ago

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Nick Lowe, Official Rep

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Kevin,

Honestly, I do not think it is unreasonable to have to wait 20 to 30 minutes to get through to a knowledgable support engineer. (I do not mean somebody who initially triages your call.)

If the issue is a critical one, I expect it will be prioritised appropriately. You should be mindful that the support engineers will likely be juggling and prioritising cases based on their impact to customers and their case load. This is the same in any company.

As you have worked in a call centre in a managerial position, you will no doubt know that while a company can get higher initial response times by employing more L1-calibre staff, this is often a bad idea when their products are technical.

Such staff cost less so more can be employed but, as a consequence, they normally have less knowledge and experience.

This then is a fool's errand both to the customer and the company as, although you will get through to somebody quicker, the turnaround time to case resolution for technical issues, the important metric, is often much greater as escalation to higher support tiers is then typically necessary. (The issues people experience in the wireless space are often complex and nuanced, requiring deep knowledge and investigative skills.)

The contention on the higher tiers then becomes worse in such organisations that have a disproportionately large L1 support pool as there are then even fewer at L2 and L3-calibre. (There is always a finite support resource that can only be spent once.)

As there will always be a more restricted pool of L2 and L3-calibre people who can actually deal with the technical issues competently, a delay is not unusual.

It is having to navigate support tiers that know less than I do that frustrates me when I experience it with other companies, not the idea of 20 to 30 minutes to get through to a knowledgeable engineer who can actually help. I think it is a more than acceptable trade off when the competing interests are balanced.

Nick

(Edited)
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Kevin Clackler

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"Honestly, I do not think it is unreasonable to have to wait 20 to 30 minutes to get through to a knowledgable support engineer. (I do not mean somebody who initially triages your call.)"

Good then you agree that when someone calls into Support and they traverse  the phone menu, 20-30 minutes is unacceptable to even answer the phone (I do mean L1 agent to triage).

20-30 minutes of listening to the automated message tell you that all agents are busy. 

HECK, if I could feel confident that someone would return my call (A L1 agent none the less) after leaving a message on the automated voicemail then I would be happy. However, in the reality that is Aerohive support that NEVER happens. I get calls WEEKS after my issue has been reported.

NICK I challenge you to remove your bias and look at it from the point of view of someone who spent a TON of MONEY to replace a failed VENDOR, ARUBA, with AEROHIVE. I thought I was upgrading to an enterprise class company, but this response, and my experiences with Aerohive over this last  year has proved to me otherwise.

I find NICK to be assumptious and ignorant to the truths harming my point of view of the AEROHIVE support model. 
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Nick Lowe, Official Rep

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Kevin,

If it takes you 20 to 30 minutes to get through to somebody to triage and scope your issue, that is not something that I would consider reasonable. You did not state this in what you wrote previously and I did not expect that you would have experienced this.

I am definitely no apologist and have had my battles in the past and present, and have called Aerohive out on things that I have not liked.

When my level head has prevailed though, I have realised that I have often written in a style that others could perceive as being unreasonable or hostile where I have not intended this and/or have seen things from just my point of view.

Have you considered posting your questions here? There are a lot of knowledgable people here and the response time for a question that is understandable and scoped well is pretty rapid.

While I will not take what you have written about me personally, can I suggest that writing in a more tempered tone would encourage me and others to respond in a more positive, constructive way?

If you want to make an complaint around the official support you have received, you would be best doing so through official channels. That's not here...

Nick
(Edited)
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Amanda

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Marking this thread "answered" as our support team is helping this customer offline with his support issue.