Smartsheet Sales Person Not responding

Jerry Alexander

I have had a Smartsheet account for many years. Love it!

However, my sales rep has changed at least 6 times in the last few years. Okay fine, a little irritating by oh well. But now I received my annual invoice and it had an error on it, so now it matters.

I have literally been trying to get someone to help me for two months. Email, phone call, support ticket, finance department, for the life of me I cant get anyone to help me so I can get this paid.

I don't know who all reads this, but if anyone can advise on how I can actually get a sales person on the phone, Id love to know.

Completely in love with the Smartsheet product. So disappointed in the support.

Genevieve P.

Hi @Jerry Alexander

Thanks for bringing this to our attention; I'll check in with your account representative and someone should be in touch by the end of the week.

For anyone else with a similar invoice discrepancy, please do keep following up either with your direct representative or contact Finance: https://help.smartsheet.com/finance-support

Thanks,

Genevieve

Jerry Alexander

Thank you!

Jerry Alexander

@Genevieve P. I never heard from anyone and I dont know how to message you directly

Genevieve P.

Hey @Jerry Alexander

An @mention here in the Community will send me an alert 🙂

I'll follow up with your account representative today to check in, thanks for letting me know that you didn't hear back last week.

Jerry Alexander

Still haven't heard anything from anyone...... I've been trying to get this resolved since May 2nd. Almost 4 months of countless attempts on my part to connect with someone to discuss my account. As of today, I have no idea what to do next. This is beyond mind blowing.

Genevieve P.

Hi @Jerry Alexander

You're doing the right thing, keep responding to the email thread you currently have with your account representative. I checked in and see that you have a call scheduled for later today!