Complaints - Where to complain.

David Nock · 11/24/18

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 · 11/25/18

Facts only:

Jean Wenzel is the Senior Director of Support Operations at Smartsheet

jean.wenzel@smartsheet.com

It was recently her birthday.

Craig

ps: opinions withheld.

Mike L. · 11/25/18

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 · 11/25/18

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 · 11/26/18

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

Complaints - Where to complain.

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