Good morning team,
I'd like to thank you for the feedback in this thread.
I am truly sorry if the experience you had has not always been great, we hear your concerns and we consistently discuss ways for us to turn that around and ensure you have a great time whenever you contact us. At times we get it right, at times we need to improve and it sounds like in this case we have some more work to do.
Please, do keep in mind that there's a human being on the other end of the phone or dashboard case; I know that at times some of the problems are particularly impactful and frustrating, and I can assure you that the engineers are here to support at the best of their capabilities and that we are all on the same side when it comes to resolving issues.
Support normally always tries to ask for a contact phone number in case the call gets disconnected, but it sounds like in this case it may have been disconnected before the agent could ask for the details.
@CraigCummings , I'd like to look a bit better into what happened; would you mind sending me a direct message with some details around the time when you called and from what number and a case reference if you had one already please?
Regarding the Send support case form, that looks very bizarre; did you try typing the Subject instead of auto filling it? Did you see any particular error on the browser console? If you do, could you please also send me a screenshot of that?
I'd also like to acknowledge your messages regarding the hold music. Just to confirm, is this an issue with the music played or the loop being inconsistent (e.g. changes in volume or the music restarting before the track is finished)? I'll bring this up internally to look into.
Many thanks everyone; I promise we are all striving to give you an effortless experience here and we are on this journey together.
Giac
Please keep in mind that what I post here is my personal knowledge and opinion. Don't take anything I say for the Holy Grail, but try and see!
Appreciate who helps and be respectful of every opinion and every solution offered.
Share the love, especially the Meraki one!