topic Re: TAC support has gone missing, again :-( in General Topics

TAC support has gone missing, again :-(

dtran — Thu, 22 Jul 2021 14:10:54 GMT

Opened a S2 TAC case @7pm ET 07/21/2021. The SLA response time is 2 hours. TAC didn't get back to me until 5:43am ET 07/22/2021. The response from TAC is very vanilla, not helpful at all.

Call back to TAC this morning has been waiting for an hour and had to give up.

Awful....

Re: TAC support has gone missing, again :-(

jmurphy — Thu, 22 Jul 2021 15:09:21 GMT

Called the main TAC number a few days ago. Was on hold for nearly 2 hours...gave up and hung up! Never even got to a person!

Re: TAC support has gone missing, again :-(

BPry — Thu, 22 Jul 2021 17:37:56 GMT

This has been an on-going issue with TAC in general. The only advice that I can really give you is to ensure your engaging your AM/SE on cases like this so they can put pressure on the backend to get your case assigned/worked. Wish I had a better answer

Re: TAC support has gone missing, again :-(

dtran — Thu, 22 Jul 2021 18:05:12 GMT

I've done that so many times and it is still falling on deaf ears, and it is getting worse, not better.

Re: TAC support has gone missing, again :-(

jdelio — Fri, 23 Jul 2021 22:34:02 GMT

@dtran , We hate to hear when this happens to anyone..

We take these matters seriously.. and have forwarded this information to the support managers to review and to address this.