Absolutely Disgusted with new Sitelink Employees.-TERRIBLE CUSTOMER SERVICE
I'd like to know if I'm the only one. I have to rant here.
I've been using Sitelink for years for 5 properties! Ever since the merge with Sparefoot the great customer service has completely vanished.
The new employees know absolutely nothing about Sitelink, when I call for THEIR help them I feel like they're actually getting a training session from me without ever answering my questions. It is becoming ridiculous.
I was actually just HUNG UP ON by a Sitelink customer support agent. I called back to report the employee and the gentleman who answered the phone didn't care, and wouldn't help me or tell anyone. I had request to be sent to a supervisor's voicemail. (I'm sure I'll never get a call back.)
I am absolutely disgusted and will forever miss the 5-10 guys who used to answer the phone and be extremely nice and helpful.
We will most definitely be looking into spending our money elsewhere for management software. At this point I am 110% dissatisfied with the customer service I am receiving.
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Comments
- We’d like to speak with you more about the experience you’re having so we can address it expediently. You will be hearing from a support manager shortly via email.
A piece of advice I would give to avoid even having to contact them is play in demo mode, truly LEARN the software and all of it's features, settings, nuances etc.. A lot of questions I see that get brought up on the forums or problems I see mentioned are super easy fixes that just need someone who understands the program or has the proper security clearance to make the fix.
Our stores have it easy, if they do have a problem they just have to contact me and have me remote in
If you have individual questions regarding these changes or are still in need of support, please PM(Private Message) me directly.
Thank you again,
Eric Lewis
Manager, Internal Training and Escalations
www.rentess.com
Thank you, @Eric_Lewis.
I-43 Storage
www.rentess.com
I have noticed the "Quality" of support seems to have changed in the last year; I used to talk with tech support and always felt like I was working with a tier 2 tech at least. Coming from an IT services background, it was really nice to talk with somebody who just got to the point and solved my issue.
Lately support questions seem to be answered more by email rather than an actual phone call. Several times I've actually had to correct the "tech" who emailed an incorrect answer, or an answer that had no relevance to my original question.
I'm still impressed by Sitelink, but have to say that they seem more focused on tertiary add-ons than their core product. I honestly don't care about the MY Hub app when they cannot answer a simple security audit question about it (see my unanswered question regarding my hub)
https://storageforum.sitelink.com/discussion/1844/log-in-history-in-myhub#latest
Its the current "Move Fast and break Things" mentality that seems to permeate the industry. Its too bad really. The fact that it started sliding with the SpareFoot merge??
But with all that said, I still feel value with the product, and believe it's the best CRM/POS for self storage at the moment.
I don't think i'll ever have an issue unless they get to the point like some tech reps that insist you have to go through "step 1, step 2, step 3" of their "help book" and refuse to skip steps when you tell them you've already done those and aren't just a random person who knows nothing about the system.
www.rentess.com
www.rentess.com
In the Utilities Screen:
Shift-Control-Q = Form Backcolor and Button Backcolor
Shift-Control-R = Reverse Last Daily Close (I believe this requires a code from SL)
Shift-Control-T = Move Ledger to Another Tenant
Shift-Control-U = Update Charges for All Tenants
Shift-Control-S = Reset Computer Clock from Internet Time Servers
Shift-Control-D = Defragment and Repair Local Cache Database
Shift-Control-E = I don’t know because it requires a password above my pay grade!!!
Screen: Keys: Function:
Backup - CTRL+SHIFT+B - Allow selecting C:\ as backup location
Past Due Tasks - CTRL+SHIFT+W(or R) - Reset Past Due Events
I-43 Storage
what to do. The 2nd time she did log in, but didn't have any answer either. I think I knew more than she did. Just hoping I don't need to call again.
Ok. After todays tech call, I have to agree with everyone; the tech support for Sitelink hasn't just gone downhill, it's doing 80mph off the grand canyon!
just going to vent a bit....
I had a simple tech support question; Historically would just submit an emailed support ticket and await the callback. This time, when I didn't get the call, I called in and got a level 1 tech reading off a checklist.
I just about lost it when he pulled the "Captain Hindsight" comment "...what you should have done before close that day..."
No S*** guy... I'm calling BECAUSE we didn't do it the right way. Seriously...how long have you worked there?!?
"let me gather the resources needed to take care of your problem" then placed on hold until I get hung up on 20 minutes later!
The issue I had has happened before, it's just been so long I forgot the correct way to fix....I've been so used to getting a knowledgeable person on the phone right away, that this was a total shock. I actually remembered the fix while I was on hold!
The best part of this story - the email I received this morning in reply to my initial support question.
It amounted to "here's how to void a transaction if the daily close hasn't been performed"
SERIOUSLY?!?! gee.. thank you for giving me step-by-patronizing-step instructions to what is likely the most basic correction a DM can do in Sitelink and please ignore the fact that I said the close had already been performed in my original email!
I'm sure I've forgotten how to do that in the last 8 years of working with the software!
UN. BELIEVE. ABLE.
I-43 Storage