Technical Support Horrible
We are new to Smartsheet and we are on an Enterprise plan. I had three interactions with support so far and all three have been horrible.
First one was regarding this: Populating Contact List Dropdown — Smartsheet Community. I got more information from the community than the actual support case I opened online. The interaction almost went like I was interacting with a poorly implemented AI chatbot with repeatedly asking the same question despite me explaining it repeatedly. Final conclusion on the above issue appears to be it is broken and we are stuck with manually editing since that's how they "resolved" it. They did repeatedly tell me that we have phone support option and it may be better to do that.
Second one, I thought I'd try phone support. Obviously, this is an offshore call center operating from a script. This is regarding an error I was getting when I tried to do Global Updates in Control Center. I could do any global update even though I was logged in as the workspace owner. The person I was talking to (and screen sharing) obviously has no idea what is going on and repeatedly put me on hold "to check on things" (probably chatting with tier 2). An hour trying stupid things like switching to a different browser, incognito mode etc, we didn't get anywhere. I finally had to tell her to escalate this and call me back. That was 4 days ago and no call back. So, phone support is no better.
Third one, I was trying to use Live Data Connector to pull data into Excel. It previously worked fine, but yesterday it errored out (multiple computers, different logins). Opened a case online again. Again a "bot like" response that is basically pointing me to the articles online on how to set it up (though I specifically said it was working fine previously) and strangely a link to download the ODBC driver from Microsoft for SQL server!
So, anyone know a way to get some REAL support? Obviously, the community here seems to be helpful. But the above three are specific to our account and only support can help us, but I am not getting anywhere. Is this par for the course with Smartsheet. Did we make huge mistake in selecting Smartsheet as a platform for our project management system?
Thanks for letting me vent. Any help/pointers appreciated.