Who to contact to escalate a Support Case?

Question

I have a support case regarding a pipeline issue that was opened on March 24th and is still unresolved. The person assigned to this case was not able to resolve the previous issue assigned to her and I have no confidence she will handle this one any better. This person does not respond to requests for updates and does not follow through on commitments she makes.

@Evan Martinez, Who can I contact to get this issue escalated and resolved? As a follow up, how can I prevent future support cases from being assigned to this person?

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Paul Peterson
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austink · Answer

I always ask in the ticket itself to have it escalated once it seems like they are just spinning their wheels. Escalating it will have mixed success but sometimes it works.

I have had some of the same experiences you seem to be having. There have been issues where I took a good bit of my time to explain it and exactly how to recreate it, which I tested, only to be told it is a mysterious problem that they cannot fix. Or I have been asked to create the testing environment several times only for them to not use it for weeks and weeks when it is a time sensitive thing to test, and then ask me to make it again. Things like that.

evanmartinez · Answer

Hi Paul,I'll reach out to you in a message so we can chat more.------------------------------Evan Martinez------------------------------

paulpeterson1 · Answer

Thank you Evan, reply sent------------------------------Paul Peterson------------------------------

Forum Discussion

Who to contact to escalate a Support Case?