Posted by brw111
Trigon

Contacting Support

TeamViewer itself is a terrific product but I'm disappointed when it comes to support. I can almost never get through on the phone because there simply aren't enough engineers. The workaround is to go to sales since they can sometimes answer support questions. This needs to be improved. Also the online help and knowledgebase are lacking in both information and functionality. Finally, the Interface is not always intuitive probably due to translation from German. For such an expensive product all this should be better. But as I noted above the product itself is excellent.

6 Replies
Posted by Moderator Moderator
Moderator

Re: Contacting Support

Thank you very much for your message, for us it is of utmost importance to receive feedback from our users to help us improve and grow as an organization. We also want to make our new Community a place where all users can find helpful answers to questions about the software. We appreciate the time it took you to write your thoughts and apologize for any inconvenience caused.

 

One of the main reasons that we have created this Community is to allow both free and paid users to help each other and collaborate on how to best use TeamViewer. We hope that you will continue to interact in the Community to add your ideas and help other users.

Did my reply answer your question? Accept it as a solution to help others, Thanks.
Posted by Former Staff Simon
Former Staff

Re: Contacting Support

Hey there!

 

What can always work in your favour is to submit a ticket and ask to be called back (maybe even give some alternative times that you are available on).

That way the customer care and support staff will be able to shedule better and ring you up, instead of you waiting in line and not getting through.

 

Don't forget that telphone support is only available for licensed users.

KingSimon, at your service!
Posted by brw111
Trigon

Re: Contacting Support

I've found submitting a ticket can also take a long time for a response. Also, sometimes the issue borders on emergency and having to hang up or ask for a callback aren't always useful. I'd rather have the phone stay on hold until someone can pick up instead of hoping to be available when someone calls back. It would be at least a little better if I could schedule a time for the callback, but that isn't possible. I can understand occasional system overloads, but it's been consistent since I first purchased TeamViewer several months ago and was told at the time the company was aware of the problem and working on a solution. So far it doesn't seem any better. I stand by my original complaint that TeamViewer needs to have a larger support staff. Incidentally, I have no complaint about the quality of support. When I actually get through to someone I've found the level competence and courtesy to be excellent. Just need more of them!

 

Posted by Michiel
Henagon

Re: Contacting Support

Even though i'm a licensed user i've been trying to get through on the phone all morning. At the very least make queue with an estimated waiting time since now the connection is just disconnected.

Posted by natong
Digon

Re: Contacting Support

I got email ticket answer back after 3 weeks.

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Posted by tstewart99
Photon

Re: Contacting Support

I found support surly and argumentative.