I emailed TouchSupport sales nearly 20 hours ago. Then, re-emailed 1 hour ago. No reply so far...

What happened?? Why so slow??

They're busy! :-P

http://www.touchsupport.com/outsourced-tech-support-contact.php

Try one of their phone numbers here and I'm sure you'll get a response.

Roj

Originally posted by Donkey
I emailed TouchSupport sales nearly 20 hours ago. Then, re-emailed 1 hour ago. No reply so far...

What happened?? Why so slow??

Maybe because they dont care.

I've found that crazy number of companies have forms that go to only one person... usually the CEO or whoever is in charge.

<speculation>My guess is that the reasoning behind this is that CEOs are worried about the their standard sales rep not answering a question "correctly". Or they are worried about getting super serious inquiries(via the form) which a sales rep wouldn't know how to handle and might screw up.</speculation>

A number of top rated companies here on WHT(including many of the frequent posters) have sites where I've filled out their generic "Contact Us" page form with standard questions and not received replies for 24-72 hours.. I'm hesitant to list names here, unless you think I should :) ::hint hint:: it looks bad when you don't reply. ;)

TouchSupport will reply shortly. Did you email their sales@ address?

They will be addressing your issue shortly I'd imagine... they are typically amazing at this stuff :) I wouldn't let it have any influence on the type of reply times they have in regards to their support services. They are extremely fast and on target with their services.

But do tell when they get back to you - for the record! :-)

You just can't leave us hanging like this! :-P

Roj

Grady from TouchSupport replied. After nearly 20 hours... Sorry, when I first posted here it wasn't nearly 20 hours, maybe that time I was too anxious waiting for a reply from them and it felt like I have emailed them so long.

But, to receive a reply after nearly 20 hours is not good, right?

Anyway, just now I emailed them again on sales@touchsupport.com, and it get bounced back. It is bounced by their mail forwarders... the pipe to |/home/touchsup/... thingy... How unreliable it is??!!! What if my clients receive such bounce email?? They will know immediately that we are using TouchSupport! (If we used them)

We recently upgraded our eSupport (you should too). We were bouncing emails for roughly 20 minutes to the desk. Our apologies for any inconvenience.

Concerning sales response times. It's not completely atypical to wait a little while for our sales team to respond. Keep in mind that our sales team response time has no correlation to our support team response times (most likely because our sales team is made up of Grady and myself, and our support department has 17 technicians currently and grows every month).

Originally posted by Donkey
Anyway, just now I emailed them again on sales@touchsupport.com, and it get bounced back. It is bounced by their mail forwarders... the pipe to |/home/touchsup/... thingy... How unreliable it is??!!! What if my clients receive such bounce email?? They will know immediately that we are using TouchSupport! (If we used them)

On a side note; Our support desk has nothing to do with client support desks.

Originally posted by TS-Dave
On a side note; Our support desk has nothing to do with client support desks.

Well said, looks like everything was cleared up with that statement.

Okay... I saw many members say they are a bit expensive but support/service wise is good. What other forum members has to say about their latest pricing?

I agree that sales respond at touchsupport may be slow (cause Dave is extremely busy) but that doesn't reflect their actual quality of service at all. Their support service is amazingly fast in responding to tickets with knowledgeable answers.

I'm still waiting on a reply to a sales email I sent them 48 hours ago...