support.esri.com very hard to get support

Discussion created by jshanti on Dec 30, 2013
Latest reply on Jan 22, 2014 by bubbahey25
Why is support.esri.com so bad at support?  I can't really comment on the quality of support, because I never get any?  There's so much red tape wrapped around this site it's unbearable.  Authorized Callers, Levels of service, response times that are really bad(industry speaking)

I have been working with Cloudbuilder for AWS designed for ArcGIS 10.2 for a few months now, and other then links to web documents that look like they support demo projects I can't say I have found much that is helpful. 

Why is my impression so bad of this site, and how do I find the tricks to navigate this support model?

I have used Many other supported products from large companies (50,000) to small(under 100) and this could be the worst I have ever experienced.

support.esri.com, only looks helpful. Half the screens can't be edited. and the other half are ignored by the techs.  What's the point of contact info when they don't even use it?