How to actually reach Tech Support?

Community Playground General Discussions
1

I have opened 2 support tickets and called numerous times. No response from the support tickets and every time I call and reuqest tech support, it puts me on hold for a couple minutes before asking me to leave a message. I’ve left two messages there - no response either.

Anyone know how to actually reach them? I have limited time here with my one unit and am not able to access remotely - seems to be a connectivity issue. Factory reset didn’t work, I’ve verified it’s not a router issue. I think my unit networking card went bad

2

Did you try using the chat feature? That’s all I had luck with in a timely manner. They responded to my email ticket 1.5 weeks after I submitted it

Sent from my iPhone using Tapatalk

3

Thanks for the tip - will try it out tomorrow

4

Good luck.

5

Same here. Essentially useless tech support. Sadly, I will probably be moving on. Samsung’s hub tech support responded in 25 seconds to my email this morning.

Service is just a word they use in marketing these days…

Anyone else annoyed with the multiple verifications for posts. Never seen such a mess for tech support.

6

Hi guys,

I would like to apologize for the late response to your trouble tickets, as we try to get in touch with everyone in a timely manner. However if you’re in urgent need of assistance I would suggest that you contact us over live chat or phone from our support page : http://support.getvera.com/ . Tech support is available from 3 am to 9 pm from Monday to Friday.

Thanks.

7

Live Chat was the only thing that worked. 1.5 hours, but the service tech was quite capable and we worked well together…

8

[quote=“George, post:6, topic:183450”]Hi guys,

I would like to apologize for the late response to your trouble tickets, as we try to get in touch with everyone in a timely manner. However if you’re in urgent need of assistance I would suggest that you contact us over live chat or phone from our support page : http://support.getvera.com/ . Tech support is available from 3 am to 9 pm from Monday to Friday.

Thanks.[/quote]

Hi–

Up to now when we talked about MCV tech support, I just thought it was a contradiction of terms… :slight_smile:

Don
9

If you hit your head on the desk enough times…and you “meet” visions of vera tech support.

10

Unfortunately, glad to hear it’s not just me. Have what appears to be a failing unit and been trying to reach someone all day. Less than 6 months in and I think I wasted my money and might be time to go look for another company… Too bad, Vera has a good price point but I guess there is a reason other’s want to charge more, so they can hire adequate staff…

11

So I thought I should update my original posting. I did hear back from my trouble ticket this morning so w/i 24 hours is a reasonable window. I’ll retract what I said in my last posting based on that.

12

So I’m redacting my redaction. After sending the remote access key to the responding customer support and now two follow-up emails on top of that, I’ve hear nothing since then despite also calling their “customer support” line that no one seems to ever get an answer on.

13

Looks like chat is also down for some time now :frowning: And also no answer to the tickets… ( Heh,… A bit disappointed…