What has happened to technical support

[tigertheboo]

I just remembered I have two requests into technical support. One dated Nov 2 the other nov 7th. Neither has been answered by technical support, though the nov 2 one was answered in passing on this bulletin board.

Achen is wonderful but aren't we also paying for e-mail based tech support?

[jysj]

I just remembered I have two requests into technical support. One dated Nov 2 the other nov 7th. Neither has been answered by technical support, though the nov 2 one was answered in passing on this bulletin board.

Achen is wonderful but aren't we also paying for e-mail based tech support?

Yeah. I agreed. The tech support is very bad.
1 year ago, I remember I sent a tech support. No reply from them for 1 week. I had to sent back an email to them, asking for their reply to my problem.
That's why now, i post my problem here instead of using their tech support. Achen provide a better support than the tech support.

[AChen]

Hi Guys,

Sometimes the Support team receive an unexpected high volume of phone calls/tickets, therefore, on certain occassions, it may take longer than usual to respond to customers queries. Normally our goal is reply back to customers within a 24 hour turnaround time. The team are constantly working very hard to improve this turnaround time.

[hazcrew]

I have had an outstanding issue with tech support for 4 weeks now.
the only response I get is to install the latest version which I do but does not help. In fact the version I installed today, has even worse problems.
On the first round the solution was to instal the latest version of firewall plus then closed the ticket.
Even though I did not use it. Appararently this may fix my Spyware Doctor.:confused:

I think I may have to ditch PCtools, there seems to be no real attempt at support.

[tigertheboo]

Hi Guys,

Sometimes the Support team receive an unexpected high volume of phone calls/tickets, therefore, on certain occassions, it may take longer than usual to respond to customers queries. Normally our goal is reply back to customers within a 24 hour turnaround time. The team are constantly working very hard to improve this turnaround time.

Historically support is good but several weeks is a bit much; first request was a simple one word answer (that achen did answer quickly); other is a more complicated problem.

anyway main purpose of post was to give a heads up that something seems to have changed

[Support]

Hi All,

Yes, we have had an overwhelming response to our new 2010 security range, and as a result our response times are greater than normal.

We want you to know that customer support is a high priority for us at PC Tools and as such we are currently exploring ways to improve our response times.

For urgent support issues we recommend you

1. Reinstall the latest version from our website. http://www.pctools.com/product/download/
2. Make sure you have performed a smart update followed by a full scan.
3. And if the issue still persists. Utilise our new Live Chat service.

Kind Regards,

Support

[AChen]

I have had an outstanding issue with tech support for 4 weeks now.
the only response I get is to install the latest version which I do but does not help. In fact the version I installed today, has even worse problems.
On the first round the solution was to instal the latest version of firewall plus then closed the ticket.
Even though I did not use it. Appararently this may fix my Spyware Doctor.:confused:

I think I may have to ditch PCtools, there seems to be no real attempt at support.

I would like to assist you further with the problem you are experiencing. I tracked down your previous post (http://www.pctools.com/forum/showthread.php?t=57279&page=2) and we need more information to be able to assist you further or to see what the problem is. If you could get back with the info, this would be helpful.

[tigertheboo]

Support finally did reply. Figuring out the problem is taking several iterations and these e-mail exchanges are occurring fairly quickly. We've eliminated one possibility and as soon as a minor question is answered I will follow more of support's advice and see if the next solution might work. In any case, once contact was made support follow up has returned to its usual helpful self.

thanks.