Mitel Tech Support

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This topic contains 5 replies, has 4 voices, and was last updated by  Tyler Fahrnbruch 4 days, 21 hours ago.

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  • #4910

    Brian Townsend
    Participant

    Has anyone else experienced the significant drop in Tech Support from Mitel in the last year. I have been with Mitel for 20 years and have never experienced such poor support. I assume that it is a cost cutting measure but I also guarantee that it is a revenue losing measure. I know that it is a total waste of my time to call into Tech support for MiVoice Business or any MiCollab app support. All they do is refer to a manual which I have done prior to calling support. We as a company are very nervous about implementing any new platforms or software because there is now NO support. I look forward to hearing feedback on this. Mitel took a big dive when they implentented the outsourced offshore support.

    #4911

    Tyler Fahrnbruch
    Participant

    I’ve experienced beyond subpar support also. As a former Toshiba installation technician trying to learn the ropes of the MiVB it’s a daily struggle. I’ve taken the classes to be able to call into support and when I do call into support I get folks who I just took the class with – what sort of help are they going to be able to provide at that point.

    #4912

    Marcell Galatiano
    Participant

    I’m afraid this is also experienced by my Mitel partner: tier 1 support apparently has been passed on to some call center with entirely inexperienced/untrained personnel. Calls into this range from terribly frustrating to the ridiculous.

    MITEL USER GROUP BOARD OF DIRECTORS, and MITEL LIASON ATTACHED TO THE USER GROUP BOARD: do something about this! Correct it. This has become a big problem.

    Marcell Galatiano

    #4916

    I would like to clear the air on this subject. First of all I completely understand your concerns because I worked at a Mitel partner for 20 years before working at Mitel. The biggest confusion on this matter is the partner community was used to calling into Mitel support and getting tier 2 or 3 level of support right off the bat. When Mitel made the switch to distribution in 2018 it was designed for distribution to handle that tier 1 support level, that is what you are calling into today. They have been getting up to speed to support the Mitel partner community and it will take some time. The biggest item I can offer your is this, if you call into support and the tier 1 support can not resolve the issue they should be escalating you to tier 2 or 3. Again the biggest change in Mitel tech support is that Mitel now has a tier 1 support level that is trying to get up to speed to support the Mitel partner community. Also make sure your Mitel account manager is aware of your concerns so that they can escalate your concerns to the Mitel management as well. Thank you.

    #4919

    Brian Townsend
    Participant

    I have tried to be patient with the new Tech Support as it is obvious that they have no experience and no knowledge. After multiple times of being on a call for an hour I ask to be transferred to tier 2 or 3 and they will not do it. I think it is very poor of Mitel to handle a world class product with third world inexperienced tech support. I have heard this complaint from many partners and it is going to cost Mitel.

    #4920

    Tyler Fahrnbruch
    Participant

    I’ve also spent many long periods of time spinning circles on the phones. When I’ve pushed for an escalation or to speak with a more knowledgeable person I’m met with ‘They aren’t available to join the call right now’ or I can’t reach them. It’s rough, beyond rough.

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