Total Failure from Podio Support
Dear Podio so-called "support"
Where do I begin? Well at the beginning is the usual answer. OK, so when we signed up we had an account manager, who when pinged would answer questions within 24 hours. As a newbie to Podio then we appreciated the hand holding and our requests dropped to nothing. Then Citrix took over and support has gone downhill and is now non-existent.
We raised a support ticket in November 2017 and still no response, from time to time we check in, leave a "ping" but nothing from Podio so-called 'Support' (do you even exist?)
We know what we're doing now but from time to time we do have a question.
We have recently been speaking about your service to a customer and sold them on your platform, demo-ing it for them in a workspace and spent over an hour with them showing them how it all hangs together. We basically sold them your platform (you're welcome) and they have been trying to upgrade their free account to premium ever since. That was 3 weeks+ ago and still no reply to them or to us (we thought being premium customers would make a difference, but no).
So, like the lost continent of Atlantis, Unicorns and the Tooth Fairy we wonder if there's actually no dept in Podio for support now. That maybe there's a door in the Citrix building marked "Support" and when you go through it you find yourself in the car park.
Podio Support RIP - missing in action circa September 2017 and not seen since.
On a serious note, Podio, how do you even consider yourself a premium web app when your support is non-existent?
Feel free to ignore this, as you have done my three outstanding tickets, can I get a refund for the waste of my time?
Why am I even bothering to write this? Hope? Just Hope....
Anyone else living in hope that their support requests may eventually get answered???
We are very sorry for the experience in service - we are working to get our support response times back to normal service levels prior to September 2017.
Thanks a lot for your feedback. I will ensure your open tickets are being addressed.
/Sara - PodioComment actions
I'd like to second that post. You are lucky your software suite is so good, because your customer support is a disaster. Getting any kind of response for support tickets takes days or even weeks, no matter the urgency. No phone support whatsoever. Not even an acknowledgement that somebody, somewhere, has at least read my request and is taking care of my problem.It's infuriating.
I mean I can understand companies who don't offer phone support when they are extremely reactive by email (Zapier comes to mind). But clearly this is not the case here. To treat Premium, paying customers that way is unacceptable.
You can attract new customers with an outstanding product, but you can only keep them and make them loyal with good customer support. If you don't fix this, as soon as a new product as good as yours launches, all your clients will jump ship with no hesitation.
Your support just got worse with the bot. I just tried to submit a ticket stating that there was a delay in "complete" creation of some app items. It's kind of a complex thing to describe, and the bot couldn't handle it. Also, it appears that there is no way through your ticket submission process now, to report a performance issue. Everything tries to answer a question that I don't have. I have a service problem that someone should look at.
We are working on moving away from Podio, it's a decent enough platform but the niggles are now slowing growth of the business.
Task deletion - has to be done one task at a time
Click to open task
Click on drop down
Repeat... When you have 30 or so to do it's no fun. it takes ages.
Then "support" where to even begin? In the time since I posted this originally nothing has changed, and so if nothing is changing I will look elsewhere and we have now found something suitable for our services.
We are a Podio customer since 6 years and had indeed some issues getting support but everytime if this was an issue, contacting Sara or our Citrix account manager did clear things out. The Podio Beta/Globiflow community is large enough to get most questions/issues resolved in minutes/hours. So my suggestion would be to get in contact with your Citrix account manager (they have plenty of them !)
@thomas karvanon - we are using a website plugin with a central dashboard, like a very niche zendesk and our website is being updated to incorporate a version of support ticketing like Zendesk. Should be simpler to manage for day to day ops, and we will save Podio for projects where email is not appropriate, thuis reducing our reliance on Podio by a decent amount.
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