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Kim_Gandy1
Kim_Gandy1
New Participant
October 12, 2016
Solved

Trouble Contacting Support via Phone

  • October 12, 2016
  • 2 replies
  • 2140 views

Anyone else having trouble getting through to support via phone?

  1. The automated system didn't recognize the phone number attached to my account.
  2. Once the phone number was confirmed, I went straight to a voicemail (I think that was the random beep I heard).
  3. This time I got placed in the hold queue, then the automated system hung up on me.
  4. Finally got placed in the queue to speak with support team!
Best answer by ChristinaZuniga

Could it be based on the changes they are making to the support structure? In July they emailed about coverage levels and you can find the datasheet here: http://pages2.marketo.com/rs/561-HYG-937/images/DS_Customer%20Support%20Overview.pdf

 

Some people don't have access to phone support anymore except for production down (so Dan's comment is worrisome!).

2 replies

ChristinaZuniga
ChristinaZunigaAccepted solution
New Participant
October 12, 2016

Could it be based on the changes they are making to the support structure? In July they emailed about coverage levels and you can find the datasheet here: http://pages2.marketo.com/rs/561-HYG-937/images/DS_Customer%20Support%20Overview.pdf

 

Some people don't have access to phone support anymore except for production down (so Dan's comment is worrisome!).

Dan_Stevens_
Dan_Stevens_
New Participant
October 12, 2016

Yes, we've experienced these issues recently.  In addition to what you stated, when selecting the option of "production down", I was not transferred to a live person, and instead dumped into voicemail.

Kim_Gandy1
Kim_Gandy1Author
New Participant
October 12, 2016

Dan, this is great to know if we ever experience production down...knock on wood.

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