How To Get Good Support From Big Fix?

Usage and Config Platform
1

(imported topic written by ktm_200091)

Don’t call their support line…

2

(imported comment written by BenKus)

Hi KTM,

For the last several years, we have used a company in Southern California to help us do Level 1 phone support (our level 3 support team was located at our headquarters office near San Francisco). We have a very high standard for support and, for a little while now, we haven’t been pleased by some of the results.

Bottom line is that we are no longer using an outside company and we will be doing all support out of our main offices (with some regional support teams growing over time). The Level 1 support transition will be complete next week.

I apologize for the poor support you received. I have high expectations for the new Level 1 support team. Feel free to contact me personally if you have any issues…

And as always, we appreciate when you fill out the support surveys so we know how we are doing (feedback from these surveys are one of the reasons why we decided our old Level 1 support team was not strong enough).

Thanks,

Ben

3

(imported comment written by SystemAdmin)

I regret to say, but this is really great news.

4

(imported comment written by BenKus)

Hey guys,

We have completed our Level 1 support transition and now our Level 1 support team are all BigFix employees and we no longer use any outsourcing for support… Note that Level 2/3 support teams were never outsourced (and we have never used outsourcing to develop any of our products)…

There really isn’t anything you guys need to do differently to get support, but since this thread mentioned it, I wanted to follow-up on the changes we made.

I expect that some of the issues with phone support that people have complained about recently will go away…

Couple Notes:

  • The international number was updated and the US toll free number will remain the same (http://support.bigfix.com/contact.html)
  • Occasionally if we are unable to answer the number immediately, it will roll to a backup answering service who will take the customer information and we will call them back shortly (rather than make you wait on the phone).

Thanks and feel free to send me any questions,

Ben

5

(imported comment written by SystemAdmin)

Great news, Thanks for following up!

6

(imported comment written by powertoaster91)

I tried to call the tech support number 866 752-6208 4 times today over a two hour period. It rang once paused, rang a few more times then disconnected.

Sounds like the level support needs more attention.

7

(imported comment written by BenKus)

Hi powertoaster,

Sounds like our new phone system has a hiccup… I will check into it… and I will get someone to contact you about this… Sorry for the inconvenience…

Ben

8

(imported comment written by BenKus)

I just checked and it sounds like the phone system had a temporary issue yesterday and it has been fixed… Sorry again for the inconvenience.

Ben

9

(imported comment written by powertoaster91)

I tried it just now and it seems to be working fine now.