Nicky Garrett – 24 Sep 18
The time from raising the query to resolution was very fast, thank you.
Graham Smith – 10 Sep 18
Took a number of weeks to resolve issue - not entirely Qgate's fault as was issue with Microsoft.
QGate Technical Services –
Hi Graham
I have had a response from The support Engineering Manager at Microsoft
He says
Our apologies, to hear about the customer not being happy with the support or the length of this ticket’s resolution.
When this SR was created the Org instance was in a disabled state, Our engineer reached out to the team and updated on successfully enabling the Org instance.
Support engineer Vinay, began his investigation based on the Org URL from the Support request drove the ticket with a reset on 9.0 version, during his connect with the team for a remote session, The reset functionality did not function as expected. Hence, to fulfil the UI reset for 9.0 version, Vinay had to engage our internal team to get this addressed. This team was overloaded with volume at that point in time. Though he had placed a request with the team to expedite.
Besides, if there were emails at regular intervals from our engineer on keeping the team posted with the case’s progress. Customer would have been in a better position
Once again, our apologies for the inconvenience you have had on this Support request. I will relay the feedback to our engineer asking him to keep all our customers updated at regular intervals and prioritise cases pending with the internal team for action. Let us know if we could be of any other help to you
We appreciate your patience and cooperation
Have a good day !
Regards,
Syed Kabir Ahmed
Support Engineering Manager
Hopefully the support engineer will take this on board and ensure customers are kept aware of the situation
Regards
Paul Barnes
Support Team Leader
QGate Technical Services –
Hi Graham
This issue did take far longer than usual to resolve - this is one of those occasions where we were at the mercy of the vendor. That said, we do try to keep the customer updated on the current situation at all times.
I will pass this on to the vendor and if I get a response on this I will feed it back to you.
Regards
Paul Barnes
Support Team Leader
Brett Harvey – 07 Sep 18
Patient with all my firewall issues! Thanks guys!
Mike Hulbert – 02 Aug 18
Support was able to answer my question immediately with detailed instructions on how to get my personal edition of Qlikview back up and running.
Tony Phan – 31 Jul 18
knowledge and prompt response
Kevin Cousins – 27 Jul 18
Prompt response and good understanding of my problem.
Nick Polley – 11 Jul 18
Tracy Stubbington – 10 Jul 18
Very helpful and promt.
Caroline Kelsey – 26 Jun 18
Generally a good service, always respond promptly and endeavour to find the route of the issue, however sometimes it has taken a long time to get the problem resolved.
QGate Technical Services –
Thank you for your feedback Caroline I will be in touch to discuss this with you further.
Paul Barnes
Technical Support Team Leader
Sam Wells – 22 Jun 18
was very helpfull and quick easy process to sort out
James Knibbs – 20 Jun 18
Quick replys
Anthony Pringle – 12 Jun 18
Very helpful, quick response
Kelly Fagan – 31 May 18
Technical support was professional and answered my questions in a friendly way.
Louise Thompson – 21 May 18
Craig has been very helpful & patient with the issue that we've had. He has persisted until the issue was solved completely.
Trevor Allen – 11 May 18
Solution took a long time meaning lots of work bypassed CRM system which will cause lots of extra work in the future, numerous calls and screen shares involved just reiterating the same thing it felt like.
QGate Technical Services –
Thanks for the time to discuss this ticket this morning. As agreed there are a couple of process tweaks on both our parts which will improve our ability to respond quicker in the future
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Rowland Dexter
Managing Director
Samantha Cardwell – 01 May 18
Very helpful and go out of the way to understand our business needs
Simon Devonshire – 17 Apr 18
Prompt response, which resolved our problem.
Eve Hanford – 13 Apr 18
Very helpful
Tom Lambert - Communicate Better Limited – 10 Apr 18
When speaking with Oliver regarding a support incident - he was very professional and knowledgeable around the software. Went above and beyond the call of duty to help us identify an issue with a 3rd party product which was outside of the QGate solution. Great service all round. Thanks again. Tom
Mahmoud Madkour – 09 Apr 18
- the professional way of support -
Matthew Hurst – 20 Feb 18
Support team are effective, friendly and knowledgeable on the CTI product.
Rob Campbell – 19 Feb 18
Your guy did not manage to resolve my issue, sent several emails asking me to try various things (no telephone call), waiting for emails to go back and forth was taking far to long and so I re-imaged the laptop which resolved the issue. would have been nice to have had a phone call, that way we could have gone through more of the troubleshooting tasks faster. we had a BDM that was unable to track emails for 72 hours+
Luis Marin – 06 Feb 18
John Brown – 31 Jan 18
Issue understood and resolved quickly as always!
Manisha Halai – 22 Jan 18
Kevin Cousins – 18 Jan 18
Very prompt response times and thoroughly knowledgeable on what was required.
Daniel Court – 08 Jan 18
Mark Davis – 02 Jan 18
very prompt attempt to resolve issues
Luis Marin – 20 Dec 17
good service
Thomas Todd – 19 Dec 17
Advice and recommendations were timely and effective. A lot of effort provided in analysing the issue