General Discussion

  • 1.  Am I misunderstanding the intent of the TC support system

    Adopter
    Posted 11-11-2024 18:15

    Hi -

    I was wondering if anyone else is experiencing the same thing I am and might be able to give me some advice on how to rectify it. 

    I've reached out to support a couple of times about the same issue - the results (or lack thereof) being returned via an API I have set up. I've followed all the support documentation on setting up the API and it will not produce results.

    I  created a ticket, no answer. I finally got someone on chat last week to be told they need to do some testing and I would hear back the following day. Nada.

    I reached out again late last week (via email from the chat) asking for an update - nothing.

    I reached out again this moring - nothing. I attempted to initiate a call back just now and am hoping that will come to fruition. 

    Has anyone had a similar experience and how to get support to respond? Any advice you can share or guidance you can provide is really apprecaited.

    Thank you!



    ------------------------------
    Kylie Clarke
    Contracts Manager
    Anderson Environmental Contracting
    WA
    ------------------------------


  • 2.  RE: Am I misunderstanding the intent of the TC support system

    Staff
    Posted 11-11-2024 21:01
    Edited by Ravneet Kaur 11-11-2024 21:03

    Hi Kylie,

    I'm Ravneet Kaur, the Manager of the Technical Support Team at TrueContext. I want to sincerely apologize for the delay in providing a resolution to the issue you're facing. After reviewing your cases and listening to the call recording, I noticed that one of our support analysts provided a suggestion earlier today regarding your inquiry. Does that solution align with your needs?

    Additionally, our Technical Lead will be reviewing your use case tomorrow morning, and we'll ensure you receive an update by 10 AM ET. Once again, I truly apologize for this experience.

    Thank you.



    ------------------------------
    Ravneet Kaur
    Customer Support Manager
    TrueContext
    Ottawa
    ------------------------------



  • 3.  RE: Am I misunderstanding the intent of the TC support system

    Adopter
    Posted 11-15-2024 17:10

    Thank you Ravneet - I appreciate the response. :)



    ------------------------------
    Kylie Clarke
    Contracts Manager
    Anderson Environmental Contracting
    WA
    ------------------------------

    Original Message


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