Re: Systems Manager Customer Survey - we'd love to hear your feedback!
I also participated , and my biggest concern is the quality of support .
they basically don’t read then problem , answer some templates and very frustrating stuff like :
did you reboot ?, did you reinstall ?, reinstall the OS even !
Its usally take 5 or 6 answers for them to start addressing your problem , and usally it’s will never reach higher than level 1 support and stay unanswered !
I finally give up most of the time and try to sort out by myself ( like recreating the full organisation from scratch because of a bug that the support cannot address ).
Most of the time I fell like I know the product better than the support and It’s so frustrating when they answer beside the question / bug ! Basically all this valuable feedback / bugs never get to the development backlog and the product doesn’t improve or improve slowly .
It’s very important to listen to customers and to take their inputs as continuous improvements for the product.