User support service. Processing requests for correction of errors.
I'm an integrator, using the Pipedrive CRM system for client projects.
In the course of the implementation work, I encounter errors in the operation of the system, and there are also wishes to improve the functionality.
Now for customer support.
The first line of technical support is just great. Attentive, responsible, consistent. They cope very well with the task of showing in the documentation how and what should work.
And here is the second line.... It doesn't seem to work at all.
I have already received a request for the correction of the same error probably 5-6 times in the last 2 months. There is no result. Support is interested in collecting information about the error, video, photo confirmation. Thanks for the request, informs about the creation of a ticket and... that's all. There is no result. The answer to the question "what is the status of the task" is "we do not provide such information."
I myself would probably wait or switch to another system. But in this situation, I answer to the client, and not a single error has been corrected (yes, there are other errors). And I cannot guide the client on the time of correction. This is bad for my business.
Tell me, will it always be like this? It is necessary to understand the prospects of cooperation.