Incredibly frustrated by customer service
Week two of Insightly implementation at our company. We are the first in the region to implement Insightly, which brings up some technical issues such as currency, and in regard to support, makes things more complex as we are in practically opposite time zones.
Every single time I contact support, it seems as if they read the title and or maybe first sentence of what we are asking, and proceed to give the most generic answer possible, as if it is goal to punish you for not being in a paid support class.
Yesterday I was working on changing lead status names to fit our processes and changed them to our native language as well. I came upon an issue regarding not being able to change or delete some of the stages as there were leads currently in that stage, I deleted those contacts, emptied the recycle bin - still no help. Decided to write support and include screenshots, however, somehow, support deciphered this as our request for our language to be implemented, regardless of my detailed explanation of the TECHNICAL problem I am facing. WOW, and there goes another day wasted...
To make things worse, since we predicted that since our situation is unique and could have some more issues, I wrote to our account executive to try and explain our situation and see how we could overcome these issues. Sent two emails, one concerning strategic issues, one technical, 6 days with no reply.
Had to talk to management today and explain what is going on, as my time is being wasted and work is not getting done. They are now considering taking Insightly as a spilled milk expense and trying with someone who has more active support as we obviously are too needy for insightlys support system.