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Active Contributor

LogMeIn Chat Support (overall support)

As a log me in user I have Premium support available 7:30 PM Sunday to 9 PM Friday (U.S. EST).  I click the little ? in the upper right hand and see the phone number and dread calling (from the posts here and most of my experiences with support I am guessing that most feel the same way).  

My question is why is the chat ALWAYS offline.  Does everyone else experience this?  I would love to use chat to get a quick answer vs. being on hold for 15 minutes and then working with a tech that usually knows less than I do about Central.  I do love LMI, but the support needs a shot in the arm.  Allowing the chat to actually work would be a good start.

 

**Please note that most of my interactions with LMI personnel have been fantastic.  Sales, my onboarding partner, working with the team on the new task engine, etc.  Support seems to be where things are falling apart.


Thanks.

John

 

10 REPLIES 10
LogMeIn Contributor

Re: LogMeIn Chat Support (overall support)

Hi John,

I apologize for any poor experiences you may have had previously with our support groups. 

 

Although I believe the 'Chat' support functionality there is mainly for Sales/Billing purposes, and I'll double-check to see what the expectations are.  If you have any unresolved Support cases where you talked with a technical representative, please post specific case numbers so that we may follow up on outstanding tickets.

Active Contributor

Re: LogMeIn Chat Support (overall support)

AshC,

 

Thanks for the quick reply.  I really appreciate that.

If chat is billing/sales only, I would like to enter a feature request to allow this as a technical resource as well.

 

I will wait to hear back from you on your information gathering prior to closing this.

 

All the best,

John

Active Contributor

Re: LogMeIn Chat Support (overall support)

Any update on this??
"Although I believe the 'Chat' support functionality there is mainly for Sales/Billing purposes, and I'll double-check to see what the expectations are."
LogMeIn Contributor

Re: LogMeIn Chat Support (overall support)

Sorry, we don't currently have Technical Support through Chat portals--- only LMI Sales for the time being.

Active Contributor

Re: LogMeIn Chat Support (overall support)

Thanks for the update AshC.  Sorry to drag on this thread but my question is still concerning obtaining support. 


It appears that from the LMI web portal support requests get directed to https://support.logmeininc.com/central.  To contact support directly, you are sent to https://support.logmeininc.com/central/help/how-do-i-contact-support.  From this location, you can redirect to the community page, call support, or open a ticket.

 

It also looks like we can go here:

https://help.logmein.com/pkb_Home?l=en_US&c=products%3Almicentral&cu=1&atype=Support to do mostly the same thing.

 

Is there simply an email address to submit a ticket to LogMeIn Central support?  I specifically ask as submitting a ticket via the other methods does not allow screenshots or file attachments when inevitably lengthens the support process.  

 

Thanks for the info.

John

LogMeIn Contributor

Re: LogMeIn Chat Support (overall support)

Hi John, while we do not have an email alias for general support help, the two sites currently exist only while we transition to the support.logmeininc.com (help.logmein.com will be retired soon).

 

Active Contributor

Re: LogMeIn Chat Support (overall support)

Thanks, AshC.

For now, I have been posting details in the community and providing a link to support when opening a ticket.  This process is working for now.  Hopefully, this will be of help to someone else.

I appreciate the consideration and explanation.

All the best, John

Active Contributor

Re: LogMeIn Chat Support (overall support)

John,

 

Don't believe the BS! Before LMI was part of GoTo, the chat function was for support, not billing as Ash stated. LMI support used to be awesome, you got people that knew the product and would actually answer you instead of giving you a scripted answer. No one at GoTo or whatever country your talking to,  knows this product anymore, which is evident by the BS comments here and by the fact that they can't update or change a simple thing.

Active Contributor

Re: LogMeIn Chat Support (overall support)

retelenberger,

 

Thanks for the frank reply.  I appreciate it.

 

AshC, is there any response to this?  Are there improvements to support that LMI Central users can look forward to in the future?  Support chat would be great.  Regardless if chat is for support or sales, it is disappointing that it is always offline.

 

Thanks.

John