Wait time on phone support is intolerable

Scott Schaffer
Scott Schaffer
Ninth Anniversary Facilitator 1 Loyalty Badge
in Blackbaud Higher Education Solutions™ General Discussions
Hello, after waiting on the phone for over an hour for support, my call was abruptly cut off. It's pretty frustrating considering the price of the BB package to have to wait that long. I was trying to reopen case # 018066767 and get some further help. What is the best way to do this without wasting my day on hold?

Comments

  • Dawn Alonso
    Dawn Alonso
    Sixth Anniversary Kudos 3 Name Dropper Participant
    I would say go to case central and start a chat. I will say that I have waited a bit to get a chat started sometimes, but at least then you can be working on other things while waiting.
  • Scott Schaffer
    Scott Schaffer
    Ninth Anniversary Facilitator 1 Loyalty Badge
    Hello-

    I tried to start a chat but since the case is closed I can't reference it. I was hoping there was a more direct way to proceed without opening a new case.

    Thanks, Scott
  • Amy Shaiman
    Amy Shaiman
    Sixth Anniversary Kudos 2 Name Dropper Participant
    Scott,

    You may want to try commenting on the existing case in Case Central. I think that notifies the individuals involved.

    Amy

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