Trying to reach SCS on phone?

jimsch wrote on 12/22/2011, 9:43 AM

Called the US 800 number

1. No way to just stay on hold waiting for an answer, so I am pressing 9 after every menu to stay on the line. Is this right way to get through?

2. Sent in a trouble request ticket to get my activations reset. 36 hours and still no response other then the auto generated message.

Any one else ever had any success getting in touch with them?

Comments

diverG wrote on 12/22/2011, 1:34 PM

Dialling freephone from the UK select licensing (I think it's 2). I'd expect something similar in USA.

Explain you need activations reset. SCS ask for your login ID.

Very civilised and helpfull; usually sorted in 30 seconds.

Geoff

jimsch wrote on 12/22/2011, 2:21 PM

I'm in the US. The phone message just loops 3 times and then disconnects your call. They give options 1-9 for different services. Activation being #7. The recording then tells you to submit a trouble ticket online and then disconnects your call.

There is no direct way that I can tell to get to the right department with the phone options 1-9.

As stated before, my trouble ticket was submiited over 36 hours ago, with nothing other than the auto response. I need to finish a project in V10.

Maybe I should wait on Santa and see who shows up first!!

JJKizak wrote on 12/22/2011, 2:35 PM

If you call to order a product you might be able to sweet talk your way to somebody. Can you make yourself sound like Josey Whales?
JJk

jimsch wrote on 12/22/2011, 6:40 PM

Finally got an email reply late this afternoon to my trouble ticket. While I am very appreciative of the response, as a business owner of 33 yrs myself, i can say that their "customer service" needs a lot of work.

Back to editing.

Steve Mann wrote on 12/28/2011, 10:04 PM

Were you trying to reach Customer Service, or Technical Support. Huge difference. The couple of times I had an activation problem, Customer Service fixed my problem over the phone within minutes.

If you filled out a trouble ticket, then it sounds like you were trying to reach technical support.

jimsch wrote on 12/28/2011, 11:02 PM

It was the 800 number for customer service. i couldn't get past the recorded message.
The recorded greeting message, choose an option 1-9, really sucks. If you choose option 7 for activation it instructs you to enter a trouble ticket. There is no option to hold for assistance. If they don't want to answer the phone, don't give out a number to call!!
I also entered a trouble ticket and that is what finally got answered after my comments here and a second update to my trouble ticket.

TheHappyFriar wrote on 12/29/2011, 5:36 AM

Could be they just answered things in order after they got back from the weekend (and I assume a long weekend).

I've never had a long response for simple requests (never did activations but have done license transfers and that's normally done in less then 24 hours).

I'd suggest, next time, avoid reinstalling right before & on weekends/holidays. If you broke your camera the fix it shop wouldn't be open either (for example).

jimsch wrote on 12/29/2011, 9:02 AM

I agree with avoiding a rebuild over a holiday weekend and expecting someone to be there to answer the question. This all started on 12/21/11, middle of the week. And while I understand being busy and taking a message to respond to, this is about their unprofessional message system for customer service that does not provide for any way to leave a message or stay on hold to get an answer. My issue was resolved by a email response to a problem ticket. My original question was about their phone system and was I using it incorrectly.

As it stands now - I still do not believe that their phone system works, it didn't for me. My advise to fellow users is to not count on it if you have trouble. YMMV

Red Prince wrote on 12/29/2011, 9:38 AM

Try saying the word operator very clearly, several times if needed. Most phone menus recognize it and patch you to a human. I am not saying it will work at SCS, but it is worth the try.