Customer support via phone

Hi @Smitty,

Most software we use these days don’t have a phone line for first point of call for support and those that do, the support is usually so sub-par it’s a waste of time anyway. Even Microsoft doesn’t have a telephone number to call if you have an issue.

To answer your situations:

a) when we can’t access Karbon at all so we can’t use their message app

Emailing support is the only way in this instance, it’s usually down for other customers as well and Karbon knows this and will of course be urgently working on a fix to have users back in asap

b) when customer support is not responding to the message app

This usually happens when the request has been sent from the Support team who Triage it, to the engineers who investigate and fix it. If this happens and I desparately need an update or response, I start a separate ticket and my new message is in Support’s hands again and is usually responded to within a couple of hours

c) when customer support is not responding to emails.

I’d suggest reaching out to your Customer Success Manager (see below). You can book a time/call with them here and you can email them or maybe even find out their number and if they’re able to receive your calls

As an aside, at times I’ve asked Support for a call and we’ve had a Zoom call to discuss/resolve an issue.

Does that help? 🙂

@SamG and @max thanks for your replies, much appreciated. The current issue we are facing falls in the category that Sam described, where customer support said they would report the issue to their engineers. After a couple of days with no updates, I reached out to support again (via message and email) and have received no replies at all. Not even a “we’re working on it”. I’ve never tried the CSM link but just clicked on it and the first available meeting slot is 5 days from now. That doesn’t feel like “customer success” to me so I’m not inclined to go that route. Maybe @leigh will have suggestions for how to navigate forward...