Forum Discussion

JimHarrison's avatar
JimHarrison
Qrew Champion
5 years ago

Lack of Support

Hello everyone,

I'm wondering if anyone else in the Quickbase Community is experiencing the lack of response from Quickbase Support? In the past few weeks we have noticed support cases getting assigned and then nothing. We are requesting updates from the Quickbase Support Team without a response for one to many days. It is starting to become very frustrating. Wondering if anyone else is experiencing the lack of support from Quickbase Support?

Jim

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Jim Harrison
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  • AustinK's avatar
    AustinK
    Qrew Commander
    5 years ago
    A lot of the times depending on your exact question and your technical level the support can be kind of disappointing. With every request they start out with basic things because they assume they are speaking to your average user. When I could not login to user voice because of some bug the first thing they asked me was if I was typing my password correctly.

    I usually get answers fairly quickly but they are rarely anything other than what you said, go do this and that and come back to me. Usually my tickets are simply informative, like letting them know of bugs I have found. So I am less willing to go do all this bug finding work for them after I have already reported it. Unless they wanted to pay me rather than us paying them. 

    This can also heavily depend on the support rep you get. Some are amazing, some are less so.
    • JimHarrison's avatar
      JimHarrison
      Qrew Champion
      5 years ago
      Austin,

      I appreciate your perspective and agree completely, especially this:

      " So I am less willing to go do all this bug finding work for them after I have already reported it. Unless they wanted to pay me rather than us paying them."

      Another example of this is their online help documentation. I find missing information and inconsistencies in the online help. I add a Support Ticket asking a question about missing information and clarification and then the ticket is closed and nothing changes. The documentation is never corrected or updated.

      Uservoice: I submit ideas to support and am told to use User Voice but nothing in User Voice changes. I have asked for updates on ancient User Voice where a QB rep says it is being worked on a year in the past and no response. IMO User Voice is where ideas go to die.

      After 3 years the experience is a take it or leave it, you get what you get, too bad so sad kind of feeling. It's how I used to feel when I had to call Dell support, which I don't do anymore thankfully.

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      Jim Harrison
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  • IvanWeiss's avatar
    IvanWeiss
    Qrew Captain
    5 years ago
    I have not posted anything in the last 2 weeks but I can say prior to that I have always found them super responsive....

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    Ivan Weiss
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    • JimHarrison's avatar
      JimHarrison
      Qrew Champion
      5 years ago
      Recently it seems like I submit a support case, get a response, respond to the question and then nothing. Also seems like the questions are designed to avoid looking into the problem but instead make me have to do some work. We pay for support so that when we submit a support case the support team can investigate the problem and not reply with a go do or a did you try and then silence. Not a happy customer!

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      Jim Harrison
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