topic Re: Complain about technical support in Community Feedback

Complain about technical support

Sunnny — Sun, 16 Mar 2025 08:42:19 GMT

What can we do if we are not satisfied with our Esri technical support?
It seems that the person in technical support who knows the most has a grudge against
the company I work for and does not communicate correctly. He does not help us solve the
problems we encounter.
Do we have to contract with another company that is certified to provide Esri support or
is there another solution?

Re: Complain about technical support

CodyPatterson — Mon, 17 Mar 2025 11:33:15 GMT

Hey @Sunnny

I definitely understand your frustration, I've had my fair share of moments where I had thought the same thing when working with ESRI support, but it's important to remember that these technicians work with hundreds, maybe even thousands of companies, so they have a quite diverse pool of information, which may be recalled over a few communications. Along with that, a technician is a human as well, they make errors, have bad days, and have outside pressures.

It sounds like you have a pretty niche issue, have you tried mentioning it on the Community forums if possible? Sometimes the issues may be out of the wheelhouse, such as third-party applications, this is either due to licensing issues or because support of software by unlicensed or unqualified parties may cause customers to have issues, or the supporter having legal issues with the software creators.

If possible, you may attempt to ask for another technician if you are not completely satisfied. I'm not entirely confident if there is a channel for issues like this, but you may be able to request a supervisor or manager.

It's alright to be frustrated with support, but definitely keep an open mind, as they're willing to try and help out, even though it doesn't seem like that 100% of the time.

Cody

Re: Complain about technical support

Sunnny — Mon, 17 Mar 2025 12:03:37 GMT

When I encounter a problem, I first google it, and lately I also chat with gpt and esri ai.
In technical support, they usually assign me to another analyst, but somehow we always end
up with person A, because he knows the most.
My colleagues, who recently met him for the first time at a workshop, described him as
arrogant and unprofessional.
We complained to his superiors, however his communication did not change.

Re: Complain about technical support

DanPatterson — Mon, 17 Mar 2025 12:39:09 GMT

Searching within a place within Community for similar questions would be a good start. For example if you have a particular problem with an aspect of coding, you could

do a general search on this site
do a targeted search for on a place within Community (eg maybe it is a python question, hence, target your search here Python - Esri Community )
search for bugs/issues on the public facing Support Site ( Esri Support | ArcGIS Technical Support ) since your "issue" may not be unique, it could be a bug, or it could have workflow suggestions
the AI/Chat things are just going to quasi-automate the above, obviously with mixed results
as a last resort, do the "Google " thing

A good list of the things you have tried and what you have examined goes a long way to getting closer to a solution.

Lastly, if you have a particular issue/question post in Community. There is probably someone here that has experienced the same problem... a related problem... or at least some potential avenues of investigation for you to consider.

Good luck

Re: Complain about technical support

JesseCloutier — Tue, 18 Mar 2025 15:44:27 GMT

Hi @Sunnny, I'm one of the Community Managers for Esri Community. I've sent you a DM with some questions about the experience you've described. When you have a moment, please respond to that message so that I can help get your points and relevant details to the right Esri person for the next appropriate steps. I appreciate it!