Latest updgrade has broken your product yet again!
Problem reported by James Hadfield - April 21, 2016 at 9:10 PM
Resolved
All agents can't access tickets...  Last upgrade you aplogised and promised us a free month - You did not deliver!  What are you going to do this time I wonder?  I can't believe the only option is to pay you $500 to talk you about a problem you created...  Isn't meant to be a customer service product? 

7 Replies

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0
Chris Jenkins Replied
We've got the same issue, agents cannot access any tickets.
1
Tim Uzzanti Replied
Employee Post
James, Chris,
 
Are you still having the issues?  It looks like you attempted to access SmarterTrack while you were being upgraded to the new Major Versions.  We sent notifications for the last week and a half of the scheduled upgrades.
 
Tim Uzzanti
CEO
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
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James Hadfield Replied
Tim, here is quote from your email 'should take no longer than 10 minutes per server'. We had no access for over two hours and your company provided no updates during your crash. If you have problems upgrading your product you must let us know. It would be wise to man your support calls during such times. Contact me to discuss this further if you take your customer service seriously.
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James Hadfield Replied
Tim, I feel very disappointed you have decided customer feed back to be not worth your time. You have lost a once strong ambassador for your company.

Good luck.

James.
1
Tim Uzzanti Replied
Employee Post
James,
 
There was no CRASH... It was an update and for some users it might have taken longer based on the amount of data.
 
And, I responded to your initial Topic on the community but don't track every comment made... which is much more than what other CEO's do. Keep in mind, I am busy running a company that supports 15 million users and personally direct all aspects of the company from Customer Service to Development.  I do still try to find time (normally in the evenings) to participate in the community or take some sales and support requests to stay informed and active with users.
 
Clearly, that is not not enough for you.
 
Also, as a long time user of SmarterTools, you should know that the User Community is just that.  A place where users communicate and SmarterTools employees participate from time to time.  For guaranteed responses that are tracked, you would start a ticket with Sales or Support.
 
Tim
Tim Uzzanti
CEO
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Frank Horn Replied
teh same here
and then they charge you to fix the isues
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Tim Uzzanti Replied
Employee Post
Frank,

First... This is related to Hosted Services and they receive support with the service.

Second, with a software purchase... When you submit a ticket and the issue is related to a bug... We refund the ticket!

Facts are important!
Tim Uzzanti
CEO
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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