Forum Discussion

Rose21's avatar
Rose21
New Contributor
7 years ago

Quality of Support

What has happened to the quality of technical support for Service Desk?  I have experienced a massive deterioration with regard to technical support over the last few months.  I can almost never get an answer any more.  What I get over and over again is THIS email: "Here you will be able to find more especific information about GoToAssist Service Desk: https://support.logmeininc.com/gotoassist-servicedesk?c_name=prodselect"

Six or eight months ago I could call and get answers to my questions, now a) I get put on hold for endless amounts of time and b) I get sent emails that rarely have the answer I'm looking for.  Most often what I get the above noted link which takes me to the GoTo Assist Service Desk Help page.  I assure you, I know how to get to the aforementioned page and have already been to that page prior to calling with my assistance request.   What is the cause of this substantial decline in adequate support for the product?

 

  • GlennD's avatar
    GlennD
    GoTo Manager
    7 years ago

    Hi Rose21,

     

    I apologize for the frustration, we do have some newer support agents and Service Desk is one of our more complex products. Your feedback has been passed along to our Care team management. The community is another resourse you can use if you have Service Desk questions.  

    • Rose21's avatar
      Rose21
      New Contributor
      7 years ago

      Well then I suppose my question is:  Where does one go to address the quality of support for the service desk?  Or perhaps are any suggestions for how to go about getting adequate support from the technicians supporting GoToAssist Service desk.  

      • GlennD's avatar
        GlennD
        GoTo Manager
        7 years ago

        If you are on a call and feel like you are not receiving adequate support, you can always request to speak to a Manager. If one is not available at the time a call back can be scheduled.  Your feedback here was shared with our Care Team Management and additional training is being arranged for our agents that support Service Desk. One of our senior agents will be reaching out to you directly to assist you with your questions.