Blackaud support

Marita Gonsalves

https://community.blackbaud.com/discussion/comment/306829#Comment_306829

I couldn't agree more. There were some really great support analyst who could walk you through a problem and resolve it for you. These analyst were so knowledgeable. Now when I call support, I, the user, have to "educate" them and that doesn't inspire confidence. I have to add that there are some still very good analysts out there but overall support has become dismal. Very disappointing.

Sarah Searle

I recommended FE to my current employer based on my experience with Blackbaud at my previous job. I can't remember how many years we used the product at the previous organization, but the support was always excellent. Because of all that experience, I almost always know more about the way the product is supposed to work than whatever "support associate" I'm chatting with. Most of the time, after I explain what used to be available in database view (and spend many hours waiting to be connected to a support associate and then waiting for that associate to search Knowledgebase), the answer is "that functionality is not available in web view. I then (very politely) mention that this is yet another example of Blackbaud failing to deliver on it's promise that functionality won't be removed from database view until that functionality (or its equivalent) is available in web view. I have full confidence that my sentiment is communicated to someone at Blackbaud that cares… not.😁

Janette Layton

Leah Niblett, I can't speak for other products, but I started using etapestry back in 2007. One of the things that was GREAT about support was that THEY actually USED etapestry themselves. There were still times when they didn't know the answer to my specific need, but they had a good idea what to try.

I have still had some good support in recent years, but it's not as reliable as it used to be. There are certain names that I am happy to see pop up when I go to support and others that I am not. I'm sure they feel the same about me.

Janette Layton

Sorry, Leah, one other comment. Getting trained in a product does not give a person the same knowledge as using the product does.