Lack of response from rep and customer support to sell us more features

JoAnn Strommen

Any one have any tips on getting response or have phone of BB CEO?


We contacted BB about adding volunteer module to our RE NXT package prior to bbcon.  Said we'd wait until after bbcon for demo as figured everyone was busy.  Had emails going with 2 different BB employees and also our rep.  Took weeks after bbcon to get scheduled. Finally got a weak demo/explanation of the product. Still no pricing info a week later.  Emailed again.  Got contract with annual price and replied rep with questions via email November 16.  Have had no reply since.  Last week tried contacting pre-sales.  Got someone who did not read the chat where I explained what we needed. Scheduled a call with me for the next morning only to cancel it. Have not heard from anyone for another week.  Our team asks when we're going to hear and I just throw up my hands. 


It seems they they don't want to deal with existing customer upgrades.  We went through almost the same thing trying to add website hosting earlier this year.  I don't get it. 


Open to ideas to get results.

Austen Brown

Hi JoAnn Strommen‍ - Get the BB Customer Success Department involved. They have helped me in the past with things we weren't getting answers on from BB.

JoAnn Strommen

Apparently message got to the right person.

Jennifer Conway Customer Success Manager, Principal Customer Success got things moving for us.