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Act-On problems??????

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9 comments

  • Andy Don
    Have they ever responded to you? My ticket is 4 days old with no answer and I have been on hold with support for 40+ minutes with no answer. This is not a good sign.

    ------------------------------
    Valerie Decker
    ------------------------------
    -------------------------------------------
    Original Message:
    Sent: 03-30-2018 04:17
    From: rowel milatz
    Subject: Act-On problems??????

    Yesterday I spent 2 hours working on maintaining segments in the master list. Saved it, reopened and all changes were lost. No revisions. All gone... Also tried to get in contact with support; 3 emails and phone calls, but haven't heard back yet.

    ------------------------------
    rowel milatz
    Login VSI
    ------------------------------
  • John Donald
    Apparently they relocated their Sacramento office to Portland and lost almost all of the US tech support staff in the transition- so they are hiring new staff and the transition was not planned out well. I have found the most effective way to connect with them is to just stay on hold until someone answers, then ask a list of questions in one call. Emails are not being responded to in a timely manner and call back requests are not either. They are just short-staffed. Note the reduction in hours- M-F 9-6 compared to the 24/7 access we used to have.

    ------------------------------
    John Donald
    Manager, Sales & Marketing Automation
    Designs for Health
    ------------------------------
    -------------------------------------------
    Original Message:
    Sent: 04-02-2018 16:35
    From: Andy Don
    Subject: Act-On problems??????

    Have they ever responded to you? My ticket is 4 days old with no answer and I have been on hold with support for 40+ minutes with no answer. This is not a good sign.

    ------------------------------
    Valerie Decker
    ------------------------------

    Original Message:
    Sent: 03-30-2018 04:17
    From: rowel milatz
    Subject: Act-On problems??????

    Yesterday I spent 2 hours working on maintaining segments in the master list. Saved it, reopened and all changes were lost. No revisions. All gone... Also tried to get in contact with support; 3 emails and phone calls, but haven't heard back yet.

    ------------------------------
    rowel milatz
    Login VSI
    ------------------------------
  • Cedric Brun
    Hi,

    Same concerns here, I learnt on LinkedIn that my Account Manager has left the company. I've asked for clarifications and explanations. I've got apologizes from the VP EMEA but no further details about what's going on.

    Is this the end of Act-On?

    The lack of communication and transparency is not helping customers to be confident in the company.

    Cédric

    ------------------------------
    Cedric Brun
    Marketing Manager/Professional, Web Geo Services
    ------------------------------
    -------------------------------------------
    Original Message:
    Sent: 04-02-2018 22:05
    From: John Donald
    Subject: Act-On problems??????

    Apparently they relocated their Sacramento office to Portland and lost almost all of the US tech support staff in the transition- so they are hiring new staff and the transition was not planned out well. I have found the most effective way to connect with them is to just stay on hold until someone answers, then ask a list of questions in one call. Emails are not being responded to in a timely manner and call back requests are not either. They are just short-staffed. Note the reduction in hours- M-F 9-6 compared to the 24/7 access we used to have.

    ------------------------------
    John Donald
    Manager, Sales & Marketing Automation
    Designs for Health
    ------------------------------

    Original Message:
    Sent: 04-02-2018 16:35
    From: Andy Don
    Subject: Act-On problems??????

    Have they ever responded to you? My ticket is 4 days old with no answer and I have been on hold with support for 40+ minutes with no answer. This is not a good sign.

    ------------------------------
    Valerie Decker

    Original Message:
    Sent: 03-30-2018 04:17
    From: rowel milatz
    Subject: Act-On problems??????

    Yesterday I spent 2 hours working on maintaining segments in the master list. Saved it, reopened and all changes were lost. No revisions. All gone... Also tried to get in contact with support; 3 emails and phone calls, but haven't heard back yet.

    ------------------------------
    rowel milatz
    Login VSI
    ------------------------------
  • Kevin Williams
    All,

    My name is Kevin Williams, and I am the SVP of Customer Success at Act-On.  ​@John Donald is correct that we are currently experiencing response issues as a result of our reorganization, and I apologize for the longer response times you are currently experiencing as a result of this transition.

    First, what we are doing about this: hiring and training as quickly as possible!  Our final person on our U.S. Support team is starting on Monday, with the rest of the team having already joined, and the team is heads down ramping up extremely quickly.  Our U.K team (more on this below) is right behind them!  Our expectation is that you will start to see an improvement in the coming weeks, with the same, if not better, experience in approximately 8 weeks' time.  If you have already submitted a request, please know we are working hard to respond as quickly as possible without sacrificing the quality of our responses.  For future requests, so you do not have to wait on hold, I encourage you to submit your ticket online here, or by emailing support@act-on.com.

    Second, I want to give you a glimpse into some of the improvements you will see as a result of this transition, specifically:
    • We are expanding our support team into our Reading, U.K office.  This gives us the ability to provider higher quality feedback that is unique to our International customers.  Business is done differently in different parts of the world, and with this move we can more effectively understand and act on this feedback.
    • The team in Portland is now sitting feet from our engineering team, providing a faster and higher quality feedback loop so that we can more quickly act on and resolve your issues.
    • We are finalizing improvements to our support contracts to be more business friendly, properly reflect that we are providing mission critical software, and to provide a higher bar for ourselves moving forward.
    • Finally, we are reviewing and improving our online customer experience with our goal to provide you with the answer where you want to see it.  We are still committed to phone support, but we also realize that many customers prefer alternative support channels that we are working very hard on improving!
    I want to thank you all for posting these questions.  I personally believe that being transparent and honest about situations like this one is key to providing a strong partnership moving forward.  This is our first step as we work to provide you with an award winning customer support experience that not only answers your inquiries, but truly partners with you to drive additional business value and and return on your investment with Act-On.

    ​-------------------------------------------
    Original Message:
    Sent: 04-02-2018 22:05
    From: John Donald
    Subject: Act-On problems??????

    Apparently they relocated their Sacramento office to Portland and lost almost all of the US tech support staff in the transition- so they are hiring new staff and the transition was not planned out well. I have found the most effective way to connect with them is to just stay on hold until someone answers, then ask a list of questions in one call. Emails are not being responded to in a timely manner and call back requests are not either. They are just short-staffed. Note the reduction in hours- M-F 9-6 compared to the 24/7 access we used to have.

    ------------------------------
    John Donald
    Manager, Sales & Marketing Automation
    Designs for Health
    ------------------------------

    Original Message:
    Sent: 04-02-2018 16:35
    From: Andy Don
    Subject: Act-On problems??????

    Have they ever responded to you? My ticket is 4 days old with no answer and I have been on hold with support for 40+ minutes with no answer. This is not a good sign.

    ------------------------------
    Valerie Decker

    Original Message:
    Sent: 03-30-2018 04:17
    From: rowel milatz
    Subject: Act-On problems??????

    Yesterday I spent 2 hours working on maintaining segments in the master list. Saved it, reopened and all changes were lost. No revisions. All gone... Also tried to get in contact with support; 3 emails and phone calls, but haven't heard back yet.

    ------------------------------
    rowel milatz
    Login VSI
    ------------------------------
  • Melissa Hoffman
    There is definitely an issue. I too had sent an email into support on this issue referencing a video that documented how long it was taking to add simply ONE email to ONE leg of my program (of which were ALREADY add to the program as an asset to use, because I know how insanely slow it can be to try to add them once inside your flow. I talked to support today (about a 45 min hold time) on a different issue and once that was documented, asked about the speeds. One, my ticket I submitted online about speeeds from days ago had not been touched apparently, but support had been helpful (even if hold time was long) on other issues I had called in about. Two, quite appallingly, I was told this was the first they had heard about things running slow. I told them that this was odd considering there have been several streams in their community forums about the system issues/slowness particularly as related to programs. 

    SO apparently Act-On has no idea their system is running slow???  I find that impossible. I have seen posts consistently here for well over a week with no resolution and often no response. I am VERY concerned about what is happening. I know the platform is dated, but it feels as though it is imploding and can no longer support its users.  

    Have any of you gotten any sort of response or explanation from Act-On?

    Here's my latest video. I waited about 40 minutes for the 'Immediately' radius on the General page of my program to actually register that I had clicked it before I gave up and logged out.  I repeat - 40 MINUTES- for a radius selection and it NEVER selected. Who has time for this? How is this OK?

    Video from today:  https://youtu.be/vqmPBZY8rBk

    Video from 3/28 (when I submitted original support ticket): https://youtu.be/oEKzgx0BCLo

    #extremelyfrustrated 
    ​​

    ------------------------------
    Melissa Hoffman
    CEO, SixDegrees, Inc.
    ------------------------------
    -------------------------------------------
    Original Message:
    Sent: 03-30-2018 04:17
    From: rowel milatz
    Subject: Act-On problems??????

    Yesterday I spent 2 hours working on maintaining segments in the master list. Saved it, reopened and all changes were lost. No revisions. All gone... Also tried to get in contact with support; 3 emails and phone calls, but haven't heard back yet.

    ------------------------------
    rowel milatz
    Login VSI
    ------------------------------
  • Cedric Brun
    Thank you Kevin for your message and your commitment.
    Much appreciated to get this update and explanations.

    Best regards,
    Cédric

    ------------------------------
    Cedric Brun
    Head of Marketing & Lead Generation, Web Geo Services
    ------------------------------
    -------------------------------------------
    Original Message:
    Sent: 04-03-2018 16:20
    From: Kevin Williams
    Subject: Act-On problems??????

    All,

    My name is Kevin Williams, and I am the SVP of Customer Success at Act-On.  ​@John Donald is correct that we are currently experiencing response issues as a result of our reorganization, and I apologize for the longer response times you are currently experiencing as a result of this transition.

    First, what we are doing about this: hiring and training as quickly as possible!  Our final person on our U.S. Support team is starting on Monday, with the rest of the team having already joined, and the team is heads down ramping up extremely quickly.  Our U.K team (more on this below) is right behind them!  Our expectation is that you will start to see an improvement in the coming weeks, with the same, if not better, experience in approximately 8 weeks' time.  If you have already submitted a request, please know we are working hard to respond as quickly as possible without sacrificing the quality of our responses.  For future requests, so you do not have to wait on hold, I encourage you to submit your ticket online here, or by emailing support@act-on.com.

    Second, I want to give you a glimpse into some of the improvements you will see as a result of this transition, specifically:
    • We are expanding our support team into our Reading, U.K office.  This gives us the ability to provider higher quality feedback that is unique to our International customers.  Business is done differently in different parts of the world, and with this move we can more effectively understand and act on this feedback.
    • The team in Portland is now sitting feet from our engineering team, providing a faster and higher quality feedback loop so that we can more quickly act on and resolve your issues.
    • We are finalizing improvements to our support contracts to be more business friendly, properly reflect that we are providing mission critical software, and to provide a higher bar for ourselves moving forward.
    • Finally, we are reviewing and improving our online customer experience with our goal to provide you with the answer where you want to see it.  We are still committed to phone support, but we also realize that many customers prefer alternative support channels that we are working very hard on improving!
    I want to thank you all for posting these questions.  I personally believe that being transparent and honest about situations like this one is key to providing a strong partnership moving forward.  This is our first step as we work to provide you with an award winning customer support experience that not only answers your inquiries, but truly partners with you to drive additional business value and and return on your investment with Act-On.


    Original Message:
    Sent: 04-02-2018 22:05
    From: John Donald
    Subject: Act-On problems??????

    Apparently they relocated their Sacramento office to Portland and lost almost all of the US tech support staff in the transition- so they are hiring new staff and the transition was not planned out well. I have found the most effective way to connect with them is to just stay on hold until someone answers, then ask a list of questions in one call. Emails are not being responded to in a timely manner and call back requests are not either. They are just short-staffed. Note the reduction in hours- M-F 9-6 compared to the 24/7 access we used to have.

    ------------------------------
    John Donald
    Manager, Sales & Marketing Automation
    Designs for Health

    Original Message:
    Sent: 04-02-2018 16:35
    From: Andy Don
    Subject: Act-On problems??????

    Have they ever responded to you? My ticket is 4 days old with no answer and I have been on hold with support for 40+ minutes with no answer. This is not a good sign.

    ------------------------------
    Valerie Decker

    Original Message:
    Sent: 03-30-2018 04:17
    From: rowel milatz
    Subject: Act-On problems??????

    Yesterday I spent 2 hours working on maintaining segments in the master list. Saved it, reopened and all changes were lost. No revisions. All gone... Also tried to get in contact with support; 3 emails and phone calls, but haven't heard back yet.

    ------------------------------
    rowel milatz
    Login VSI
    ------------------------------
  • Cindy Schifano
    Hi Kevin,

    Thank you for your response. We are fairly new to Act-On and the strength of its customer support is a big reason why we selected Act-On. We've seen an increase in support time as well - although not as drastic as others have at this time, it's still worrying. I agree with many comments here that there needs to be more communication about steps that are being taken to bring the support back to the level that long-time users are used to and new users expect. In the past 6 months we've lost our customer success manager, our sales rep and the PSO contact we were working with. And we haven't even begun to use all the features that Act-On offers; we are mainly using it for outbound email messages at this time.

    Thanks.
    Cindy

    ------------------------------
    Cindy Schifano
    Marketing Manager, MHA
    ------------------------------
    -------------------------------------------
    Original Message:
    Sent: 04-03-2018 16:20
    From: Kevin Williams
    Subject: Act-On problems??????

    All,

    My name is Kevin Williams, and I am the SVP of Customer Success at Act-On.  ​@John Donald is correct that we are currently experiencing response issues as a result of our reorganization, and I apologize for the longer response times you are currently experiencing as a result of this transition.

    First, what we are doing about this: hiring and training as quickly as possible!  Our final person on our U.S. Support team is starting on Monday, with the rest of the team having already joined, and the team is heads down ramping up extremely quickly.  Our U.K team (more on this below) is right behind them!  Our expectation is that you will start to see an improvement in the coming weeks, with the same, if not better, experience in approximately 8 weeks' time.  If you have already submitted a request, please know we are working hard to respond as quickly as possible without sacrificing the quality of our responses.  For future requests, so you do not have to wait on hold, I encourage you to submit your ticket online here, or by emailing support@act-on.com.

    Second, I want to give you a glimpse into some of the improvements you will see as a result of this transition, specifically:
    • We are expanding our support team into our Reading, U.K office.  This gives us the ability to provider higher quality feedback that is unique to our International customers.  Business is done differently in different parts of the world, and with this move we can more effectively understand and act on this feedback.
    • The team in Portland is now sitting feet from our engineering team, providing a faster and higher quality feedback loop so that we can more quickly act on and resolve your issues.
    • We are finalizing improvements to our support contracts to be more business friendly, properly reflect that we are providing mission critical software, and to provide a higher bar for ourselves moving forward.
    • Finally, we are reviewing and improving our online customer experience with our goal to provide you with the answer where you want to see it.  We are still committed to phone support, but we also realize that many customers prefer alternative support channels that we are working very hard on improving!
    I want to thank you all for posting these questions.  I personally believe that being transparent and honest about situations like this one is key to providing a strong partnership moving forward.  This is our first step as we work to provide you with an award winning customer support experience that not only answers your inquiries, but truly partners with you to drive additional business value and and return on your investment with Act-On.


    Original Message:
    Sent: 04-02-2018 22:05
    From: John Donald
    Subject: Act-On problems??????

    Apparently they relocated their Sacramento office to Portland and lost almost all of the US tech support staff in the transition- so they are hiring new staff and the transition was not planned out well. I have found the most effective way to connect with them is to just stay on hold until someone answers, then ask a list of questions in one call. Emails are not being responded to in a timely manner and call back requests are not either. They are just short-staffed. Note the reduction in hours- M-F 9-6 compared to the 24/7 access we used to have.

    ------------------------------
    John Donald
    Manager, Sales & Marketing Automation
    Designs for Health

    Original Message:
    Sent: 04-02-2018 16:35
    From: Andy Don
    Subject: Act-On problems??????

    Have they ever responded to you? My ticket is 4 days old with no answer and I have been on hold with support for 40+ minutes with no answer. This is not a good sign.

    ------------------------------
    Valerie Decker

    Original Message:
    Sent: 03-30-2018 04:17
    From: rowel milatz
    Subject: Act-On problems??????

    Yesterday I spent 2 hours working on maintaining segments in the master list. Saved it, reopened and all changes were lost. No revisions. All gone... Also tried to get in contact with support; 3 emails and phone calls, but haven't heard back yet.

    ------------------------------
    rowel milatz
    Login VSI
    ------------------------------
  • Melissa Hoffman
    Thanks, @Scott Wallace for the information on that. Maybe a little user tip, error message or more obvious removal of that as an option would be wise on this one.

    However, even though this just so happens to be the scenario I used at the time to demonstrate the slow down, it is resonant in many areas​ across the system and does cause much frustration as you can imagine and as other users in this forum have indicated. I just want to be sure that my ignorance to the source list(s) situation doesn't throw the engineers off the scent of a really big issue causing a lot of efficiency concerns in your user community. 

    Thanks again for the follow-up! It is much appreciated!

    ------------------------------
    Melissa Hoffman
    CEO, SixDegrees, Inc.
    ------------------------------
    -------------------------------------------
    Original Message:
    Sent: 04-04-2018 05:41
    From: Scott Wallace
    Subject: Act-On problems??????

    Hi @Melissa Hoffman,

    Thank you for posting those videos as it is extremely useful for us to understand the frustrations you have and what could be causing them. I wanted to pick up on the issue that caused the delay of over 40 minutes for you as I can understand why you would be frustrated with waiting this period of time and yet nothing seemingly happens for you.

    When working with Automated Programs the platform itself will only allow you to select the 'Run Immediately' option when we have a single source list. From looking at your video I can see two source lists there and this means that the program will only allow you to add new contacts on a set frequency i.e. every hour, every day and so on. I've recorded a short clip that demonstrates this for you.

    2018-04-04_1016

    I hope this goes a little way to explain why you were unable to select the option yesterday. If you want to have the program immediately add the contacts you could look to have a single source list and then build the program around this with the use of early exit conditions or branches in the program.

    I can see that Daniel is working on your ticket regarding the delay with the emails appearing in the automated program so I'll let Daniel get back to you regarding this.



    ------------------------------
    Scott Wallace
    Act-On
    ------------------------------

    Original Message:
    Sent: 04-03-2018 16:30
    From: Melissa Hoffman
    Subject: Act-On problems??????

    There is definitely an issue. I too had sent an email into support on this issue referencing a video that documented how long it was taking to add simply ONE email to ONE leg of my program (of which were ALREADY add to the program as an asset to use, because I know how insanely slow it can be to try to add them once inside your flow. I talked to support today (about a 45 min hold time) on a different issue and once that was documented, asked about the speeds. One, my ticket I submitted online about speeeds from days ago had not been touched apparently, but support had been helpful (even if hold time was long) on other issues I had called in about. Two, quite appallingly, I was told this was the first they had heard about things running slow. I told them that this was odd considering there have been several streams in their community forums about the system issues/slowness particularly as related to programs. 

    SO apparently Act-On has no idea their system is running slow???  I find that impossible. I have seen posts consistently here for well over a week with no resolution and often no response. I am VERY concerned about what is happening. I know the platform is dated, but it feels as though it is imploding and can no longer support its users.  

    Have any of you gotten any sort of response or explanation from Act-On?

    Here's my latest video. I waited about 40 minutes for the 'Immediately' radius on the General page of my program to actually register that I had clicked it before I gave up and logged out.  I repeat - 40 MINUTES- for a radius selection and it NEVER selected. Who has time for this? How is this OK?

    Video from today:  https://youtu.be/vqmPBZY8rBk

    Video from 3/28 (when I submitted original support ticket): https://youtu.be/oEKzgx0BCLo

    #extremelyfrustrated 
    ​​

    ------------------------------
    Melissa Hoffman
    CEO, SixDegrees, Inc.

    Original Message:
    Sent: 03-30-2018 04:17
    From: rowel milatz
    Subject: Act-On problems??????

    Yesterday I spent 2 hours working on maintaining segments in the master list. Saved it, reopened and all changes were lost. No revisions. All gone... Also tried to get in contact with support; 3 emails and phone calls, but haven't heard back yet.

    ------------------------------
    rowel milatz
    Login VSI
    ------------------------------
  • Cindy Schifano
    Hi Kevin,

    I understand the challenges Act-On is going through with closing the California office, and your response to the questions/comments in the community.

    Do you still think the 8 weeks is realistic for this 'new and improved' experience? I am in New Jersey and called support last night at 9 pm, thinking I would get someone from the UK office. So a) a live person and b) a live person who really knows Act-On.

    I hung up after 50 minutes of being on hold.....

    I also have a ticket open for two days now.

    More communication from  Act-On would be appreciated.

    thanks.
    Cindy


    ------------------------------
    Cindy Schifano
    Marketing Manager, MHA
    ------------------------------
    -------------------------------------------
    Original Message:
    Sent: 04-03-2018 16:20
    From: Kevin Williams
    Subject: Act-On problems??????

    All,

    My name is Kevin Williams, and I am the SVP of Customer Success at Act-On.  ​@John Donald is correct that we are currently experiencing response issues as a result of our reorganization, and I apologize for the longer response times you are currently experiencing as a result of this transition.

    First, what we are doing about this: hiring and training as quickly as possible!  Our final person on our U.S. Support team is starting on Monday, with the rest of the team having already joined, and the team is heads down ramping up extremely quickly.  Our U.K team (more on this below) is right behind them!  Our expectation is that you will start to see an improvement in the coming weeks, with the same, if not better, experience in approximately 8 weeks' time.  If you have already submitted a request, please know we are working hard to respond as quickly as possible without sacrificing the quality of our responses.  For future requests, so you do not have to wait on hold, I encourage you to submit your ticket online here, or by emailing support@act-on.com.

    Second, I want to give you a glimpse into some of the improvements you will see as a result of this transition, specifically:
    • We are expanding our support team into our Reading, U.K office.  This gives us the ability to provider higher quality feedback that is unique to our International customers.  Business is done differently in different parts of the world, and with this move we can more effectively understand and act on this feedback.
    • The team in Portland is now sitting feet from our engineering team, providing a faster and higher quality feedback loop so that we can more quickly act on and resolve your issues.
    • We are finalizing improvements to our support contracts to be more business friendly, properly reflect that we are providing mission critical software, and to provide a higher bar for ourselves moving forward.
    • Finally, we are reviewing and improving our online customer experience with our goal to provide you with the answer where you want to see it.  We are still committed to phone support, but we also realize that many customers prefer alternative support channels that we are working very hard on improving!
    I want to thank you all for posting these questions.  I personally believe that being transparent and honest about situations like this one is key to providing a strong partnership moving forward.  This is our first step as we work to provide you with an award winning customer support experience that not only answers your inquiries, but truly partners with you to drive additional business value and and return on your investment with Act-On.


    Original Message:
    Sent: 04-02-2018 22:05
    From: John Donald
    Subject: Act-On problems??????

    Apparently they relocated their Sacramento office to Portland and lost almost all of the US tech support staff in the transition- so they are hiring new staff and the transition was not planned out well. I have found the most effective way to connect with them is to just stay on hold until someone answers, then ask a list of questions in one call. Emails are not being responded to in a timely manner and call back requests are not either. They are just short-staffed. Note the reduction in hours- M-F 9-6 compared to the 24/7 access we used to have.

    ------------------------------
    John Donald
    Manager, Sales & Marketing Automation
    Designs for Health

    Original Message:
    Sent: 04-02-2018 16:35
    From: Andy Don
    Subject: Act-On problems??????

    Have they ever responded to you? My ticket is 4 days old with no answer and I have been on hold with support for 40+ minutes with no answer. This is not a good sign.

    ------------------------------
    Valerie Decker

    Original Message:
    Sent: 03-30-2018 04:17
    From: rowel milatz
    Subject: Act-On problems??????

    Yesterday I spent 2 hours working on maintaining segments in the master list. Saved it, reopened and all changes were lost. No revisions. All gone... Also tried to get in contact with support; 3 emails and phone calls, but haven't heard back yet.

    ------------------------------
    rowel milatz
    Login VSI
    ------------------------------

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