Anybody having issues with Tech Support response and Quality?

[flycast]

I don't know about you but I am having issues with Tech Support quality and response times.

Regarding quality - since Covid work from home I frequently hear background noise that is NOT generated from homes. I mean like driving, grocery shopping and other clearly non work types of background noises.

Regarding responses - as an example I had an outage. I started a tech support request at 1:45 PM yesterday. I got voicemail. I called back in the next day and got voicemail. I called back again and went to the operator. I forced getting tech support. The operator created a new tech support request and got me to a live person. The live person wanted me to run a report using MAX and tried to get off the phone to work some other case. I said no. They are currently helping me. These kinds of twists and turns seem to happen when I have needed support. I am sure they are understaffed.

I am wondering who else out there has been experiencing tech support issues?

[paul_cardinale]

My experiences over the past few years have been unproductive.  I may as well ask a chicken to smoke a cigar as get anything useful from them.

[RTSLVU]

The main complaint I have is the first thing they do is SEARCH THIS FORUM.

That always makes me angry as I expect NI technical support to have in-depth product knowledge, not just Google it... 

What are we paying them for?

[rolfk]

I only make support requests through the online website and have then email conversation with the "local" support here in Europe. My experience has been that until about 5 years or so that support has been great but sometimes slow as the local support people (who were located here in the Netherlands and therefore were really local) often had to get back with the support people in the US and usually with the actual product developers before they could provide the type of answer I was needing. Then it deteriorated quickly to being pretty much unable to get any support in any way without involving some real powers.

They have supposedly only two tech support centers in Europe anymore, one in the UK and one in Germany. And I have to say that it really improved since a year or two. I don't have many requests and it wasn't always with a complete solution, but from the few requests I had each was looked into and responded to and some solution or at least a workaround was offered. However don't expect a la minute response if your problem is going into the depths of things. And I can understand that, as I would not be able to offer such support myself. We all have other things to work on at some point.

[Lumie12]

It's quite ridiculous. Yet when they need payment, they are like hawks. Response time is really lacking.