To whom it may concern:
Last night I had an issue with an executive user's Safe Guard Easy laptop encryption. After waiting my time in the hold queue I was connected with a support personnel in Australia. After describing my issue I was asked to call back later. In shock, I made it abundantly clear that I would not call back and that I needed help resolving this issue immediately. After exclaiming that she was not an expert in the product I asked her if I had gotten to the wrong department and asked that she transfer me to someone who can help me. She again told me to call back later because everyone was "very busy." At one point she thought that she had put me on hold/mute and I could hear her making remarks about my nationality referring to how pushy I was being asking for help. She would reference KB articles for me to look up and tell me to follow the directions and call back if it didn't work. I asked to speak to a supervisor but was told that they were "busy" as well. She finally told me that she could no longer help me because she had helped me for too long and had other calls and eventually hung up on me. With very little direction from the support person and no thanks to them I was able to finally resolve the issue myself.
If anyone can or knows who to forward this information to I would appreciate it. I would like to make sure that I do not receive this poor quality of support again.
Regards,
Ryan Younker
Network Administrator
Soy Capital Bank &Trust
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