RepairShopr Support

[keeperofthecode]

I'm a couple of months in to my switch from Mhelpdesk to RepairShopr now and although I love the RepairShopr platform I must say the support has been the worst I've ever experienced. I know once all the bugs of the transition are worked out I will not need support very much anymore but they have really tested my patients so far. They recommend you use their email support system which yields me pretty much one response a day, most of the time it is something to the tune of this. They say "Did you try blah, blah, blah? I respond, "I already tried blah, blah, blah." Next day they respond, "Well how about this and that?" I then say "I already tried this and that as well." Another 24 hours later they say "Do you mind if I try this?" and then now its three days later and we've gotten absolutely no where and my brain explodes!

Sorry just needed to vent and see how other people chime in so I know if this is just the norm with them or not. I do not want to totally trash them, I do think the platform is a far superior platform to Mhelpdesk, but the support does not hold a candle to Mhelpdesk support. I believe I may actually get better support by calling a 1-800 scammer.

 

[Slaters Kustum Machines]

That is pretty much my experience, though I very rarely submit a ticket since for the most part everything just works.

 

[HCHTech]

Join the facebook group if you haven't already. user-to-user with occasional participation from RS folks. Much better response time than their support.

 

[calldrdave]

Your experience has been similar to mine. I think it's more of a programmer mentality. I wrote a script to make sure I avoid the volley of back and forth.

I list very clearly EVERY article in the knowledgebase even remotely related to the topic. That shows I did my research and they can't reference them in the answer because I already have.

I then list EVERY step I tried, in great detail. That avoids the "have you tried this". I've also noticed the response times get longer the further down the rabbit hole you go.

I'm married to a programmer/QA person, so I find this behavior very common. They often think step-by-step rather than the big picture. For example...."I couldn't finish dinner because you were out of oil". Me "Well you could have used butter or gone out to the store". Programmer "That wasn't in the parameters. You asked me to cook dinner following the recipe. Since we were missing an ingredient I couldn't continue. I hate shopping and I didn't know I could substitute something for oil". Me. "Sigh"

 

[Your PCMD]

This is why I hate using any company that does not have a phone number.

The way I see it is that I am a company that my customers/clients rely on. They are and should be able to contact me if and when they have an issue, that is why I have an office phone and a business cell phone. Right?

Well, I am also a customer of company X whom the majority of my business runs on. If I have an issue, I need it to be resolved in the fastest way possible. Not through playing chicken using email. If you do not have a number I can call if and when I need support, you obviously don't care about your customer/s and just about the $$ you get on a recurring basis. @repairtechinc comes to mind.

 

[HCHTech]

This is why I hate using any company that does not have a phone number.

Oh boy, me too. I would add to that the existence of a formal user support forum. Folks who use the product every day know it way better than the folks that programmed it, IMO. If they find something that doesn't work, they will have likely found a work-around.

I went with MHelpdesk first because they have (or had) a phone number. They didn't have a user forum but it's not like there is a wealth of choices in this market. I didn't have a good experience with MHD, so I moved to RS. They don't have a phone number, but at least do have a facebook group. Not as good as a user forum, but better than nothing. I like RS *WAY* better than MHD, and I'm slowly learning about more features and getting it to be a better fit to my business, but it is a SLOW process because there just isn't a lot of time I can spend on it. I just learned last week how to forward a clients email to me to automatically create a ticket. This is huge for us, was probably a feature that was there all along, and I just figured it out a year and some into the product. And so it goes.

 

[Slaters Kustum Machines]

Oh boy, me too. I would add to that the existence of a formal user support forum. Folks who use the product every day know it way better than the folks that programmed it, IMO. If they find something that doesn't work, they will have likely found a work-around.

I went with MHelpdesk first because they have (or had) a phone number. They didn't have a user forum but it's not like there is a wealth of choices in this market. I didn't have a good experience with MHD, so I moved to RS. They don't have a phone number, but at least do have a facebook group. Not as good as a user forum, but better than nothing. I like RS *WAY* better than MHD, and I'm slowly learning about more features and getting it to be a better fit to my business, but it is a SLOW process because there just isn't a lot of time I can spend on it. I just learned last week how to forward a clients email to me to automatically create a ticket. This is huge for us, was probably a feature that was there all along, and I just figured it out a year and some into the product. And so it goes.

They have a phone number listed on their contact page: https://www.repairshopr.com/contact
"We also welcome your phone calls - please leave a message if we miss you! +1-425-216-3333"

 

[fencepost]

They often think step-by-step rather than the big picture. For example...."I couldn't finish dinner because you were out of oil". Me "Well you could have used butter or gone out to the store". Programmer "That wasn't in the parameters. You asked me to cook dinner following the recipe. Since we were missing an ingredient I couldn't continue. I hate shopping and I didn't know I could substitute something for oil". Me. "Sigh"

"Yak Shaving"

Also,