| Re: Customer Service Failure [message #1831 is a reply to message #1830] |
Sat, 03 August 2024 09:29   |
Atlas
Messages: 142
Registered: August 2009
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Senior Member |
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I like Foxtrot as a product, but I agree with the original poster that customer support from Foxtrot is spotty and sometimes completely unresponsive. I've sent issues and questions via email and on this forum that sometimes go unanswered for weeks and even months. Sometimes I do get an answer within a few days, and I count my blessings in those situations, but that's not the norm. The norm I've been seeing from Foxtrot is that, on average, it will take a couple of weeks to get a reponse from Foxtrot and often only after you've proactively prod them for an answer.
I understand that managing customer questions is difficult, especially since Foxtrot can be a pretty technical product, and it takes more time to answer technical questions. But what irks me is that I don't even get a response confirming or acknowledging that the issue has been received, leaving me to think that I've sent my message to the void. At least send back confirmation that you've received the message, and give a rough timeline of when the customer can get a more detailed response. If I have to give a rating to Foxtrot for customer support as a paid product, I would give it a rating of "poor". I have a tech stack of products that I pay to upgrade regularly (usually annually), and I'm happy to support these products because they are reliable partners that I can count on whenever I'm experiencing issues with their products. Foxtrot does not rank on my list of "reliable partners" in this way, and it is one reason why I've been delaying paying for more upgrades.
Maybe Foxtrot is a very small team that runs on a shoestring budget, or maybe my experience is an outlier. I'm sure there could be a lot of good and valid explanations for my customer experience with Foxtrot. But this is my data point, and let me be clear that there are LOTS of happy Foxtrot customers, so this is not me telling people to not buy Foxtrot.
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