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Hi

I’d like to understand why receiving responses when submitting a support request is so difficult.

We are a new customer, working with the platform from July but officially finishing our implementation in September. Until that date, we’ve been in touch with our implementation specialist, and I couldn’t be happier with her. 

Since we’ve been done with the implementation, however, I’ve needed some assistance from the support team, and I can’t believe how slow they are to respond. Some of my requests have taken days or weeks to be addressed, and I don’t understand why. Is it because they don’t have enough support specialists? Is it the whole process? I can’t even know if the support request is being processed. Some of them appear to have activity but no response whatsoever.

Right now we are in need of some info for a SOC2 and security audit and we are not receiving the support we need.

It is really frustrating when you take time on your side to request support and then fail on your deadlines because Personio takes a week to help you with something. I’ve worked with many HRIS in the past, and none of them took so long to help their customers.

A chatbot is usually not enough, and you don’t have a chat with a support specialists to address the easy stuff, the callback shows no availability, the written request is practically ignored for days… ¿what are we, as customers, supposed to do here?

Could someone explain to me what the issue is here? Do you know if this is normal? 

Sorry for the rant, but I have never seen anything like this as a customer…

Thanks in advance for any clarity you can provide on this matter

Hi ​@Oihane,

I’m really sorry to hear you’ve had a rough experience with Support. I can imagine that’s been frustrating, and I’d be surprised if that’s the kind of experience Personio would want anyone to have.

There were some longer waiting times a few months ago, but those seem to have been sorted out since. I noticed response times can still vary depending on the topic, since different specialists handle different areas.

It might be worth checking with your account manager about the SOC2 topics. I can imagine that those kinds of clarifications come up quite often, so they may already have what you need or know the quickest way to get it.

I’ll also tag ​@Moe  here, since he might have more insight into how Support is currently structured or who’s best to reach out to. 😊

Sabbu

Hi ​@SabbuSchreiber 

Thank you for your reply. I would be happy to get in touch with my account manager, but I don’t have their email. Additionally, the support request I submitted last week is still unanswered, which is why this issue has become increasingly urgent.

Is there a way for me to check all of my support requests? I have the emails with the ticket numbers, but I can’t find a way to view them all at once. Searching through my email to check on the platform is quite confusing since I cannot see how many of my requests are still open, how many have been addressed, or how many are closed.

I really appreciate your help. Thank you!

Hi ​@Oihane,

I’m sorry but I’m not aware of a support page with an overview of open tickets. I think there used to be one but I honestly don’t know if that still exists or how to access it if it does.

Give Moe a some time to get the right person so we can help you 😊

I’m sorry for not being able to help more.

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