Complaints - Where to complain.

David Nock

Hi

Does anyone know how to lodge a complaint concern poor customer/support service?

This is what I am getting from SS support. The Smartsheet website is the only website that cannot be accessed from my organisation.

"Your IT department should be able to troubleshoot and resolve. Restarting the router should assist, but they may need further troubleshooting. I apologize that there is no further assistance I can provide"

Thank you.

J. Craig Williams

Facts only:

Jean Wenzel is the Senior Director of Support Operations at Smartsheet

It was recently her birthday.

Craig

ps: opinions withheld.

 

Mike L.

Are you able to access smartsheet.com from your phone while at work? Can you access the site from home? This is what I get when I ping the website from work.  

Pinging smartsheet.com [204.141.99.79] with 32 bytes of data:

Reply from 204.141.99.79: bytes=32 time=23ms TTL=241

Reply from 204.141.99.79: bytes=32 time=22ms TTL=241

Reply from 204.141.99.79: bytes=32 time=22ms TTL=241

Reply from 204.141.99.79: bytes=32 time=22ms TTL=241

David Nock

Thank you Craig and Mike for your feedback

The problem has been solved over the weekend and was from our end.

No need to bother Jean on her birthday.

thanks

Gwyneth C

Hi David,

So glad to hear that the issue was resolved by your IT department. For others who may be seeing this, we do have a support article to help customers work with their IT departments to help resolve issues of this type. 

https://help.smartsheet.com/articles/2478896-404-not-found-error-log-in-to-smartsheet

Kind regards,

Gwyneth

 

LaTosha Ward

My company has been a customer with Smartsheet since 2017 and we have truly valued the partnership. However this week I have never received such horrible and blown off customer service in my entire career. Who can I report this too?

Genevieve P.

Hi @LaTosha Ward

Thank you for posting to let us know you've had a bad experience.

If this was during a Support Ticket, you should receive a follow-up email at the end with opportunity to provide feedback. This will flag the specific conversation so that the team can review the interaction and make adjustments.

If you have general feedback around a different interaction, you can fill in the feedback form found in this help article at any time: We want your ideas for improving Smartsheet

Cheers,
Genevieve