Mercury Interative - Extremely Poor Service
Has anyone else found their customer support to be unacceptable? I mean especially considering the substantial maintainance fees. In my dealings I have found that:
1) Initial calls are answered fast but the answers generally only point at a knowledge base article. Further questions on the same service request take days to get a response from. I think they are judged on how many issues they close a poor assessment of service.
2) Re-opening of issues and followup emails are rarely recorded on the website and quite often do not even recieve and answer.
3) The reps seem to suggest answers that could not work due to incorrect scripts etc. shouldn't they provide actual answers and verify the quality of their solutions? This becomes a HUGE issue when follow up questions are often not answered for days.
Re: Mercury Interative - Extremely Poor Service
IMPO, I have not found any better support out there for testing tools than MI.
Even if they are not always perfect. and FYI for QTP and AQL, they are not the best because there simply are not that many experienced users/professionals out there to begin with.
for WR and TD, they are usually good enough. LR, maybe not as great because it is a complicated tool and the complexity rises with each unique customer environment.
This site however provides an excellent entension to their support, just like for every other tool out there.
The only complaint I have against them is that they are not a sponsor here! Even though the site is a great deal of help to them!
Oh well, their loss
[This message has been edited by AJ (edited 04-04-2003).]