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  #1  
Old 2/13/18, 12:22 PM
Aaron B. Lichtenauer Aaron B. Lichtenauer is offline
Certified Professional Inspector (CPI)
 
Join Date: Jun 2016
Location: Pickerington, OH
Posts: 66
Default Long wait time for support!

Does anyone else experience long wait times with HIP when you need support? We have called, emailed and even marked one critical and still took all day to get a return call. Just wanted to see if this response time is their norm. Considering shopping around for better support, but hate to go through the hassle of starting new. Thanks




Aaron (Bart) Lichtenauer, CPI
BCE Home Inspections
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  #2  
Old 2/14/18, 12:45 AM
Dominic J. Maricic's Avatar
Dominic J. Maricic Dominic J. Maricic is offline
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Default Re: Long wait time for support!

Hi Aaron,

I'm sorry to hear that you were having issues with our support. I can assure you that's not how we handle things! We tried calling you back several times today but got your voicemail and your voicemail box was full each time. My staff mentioned this to your wife when they talked to her earlier today so hopefully you got that resolved.

You submitted a ticket question at 9:31am PST today and Dan responded at 10:07am PST, half an hour later. Our goal is to respond to all emails/help desk submissions within an hour. Often we get to it much faster though there are times when it can take longer occasionally if some of our team is at a conference or very early morning, late at night.

Our tech support hours are double pretty much everyone in the industry. Our support team comes in at 6am PST and answers phones until 9pm PST (midnight EST). I personally respond to tickets until around midnight PST/3am EST as the rest of my staff is off that late. Almost all of our competitors are East Coast based (we have support in 4 states) and phones/emails are only answered until 2pm PST.

If you have any other questions, please let us know!




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  #3  
Old 2/14/18, 12:46 AM
Geff Spry, CMI's Avatar
Geff Spry, CMI Geff Spry, CMI is online now
Certified Master Inspector (CMI)
 
Join Date: Mar 2014
Location: Seattle, Wa.
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Default Re: Long wait time for support!

I think they are slammed right now with everyone jumping over from HG. I had a 4 hour email delay too. Usually like 5 to 10 minutes. Ask when you do get ahold of someone?
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  #4  
Old 2/14/18, 1:16 AM
Dominic J. Maricic's Avatar
Dominic J. Maricic Dominic J. Maricic is offline
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Default Re: Long wait time for support!

We have been unusually busy lately with a ton of conversions since the conference and everything that's happening lately in the industry. 4 hours is still WAY too long for me. I'm going through the last few days of stats right now to see what's going on, whose answering what, etc and where we can improve that more.

Our call volume and support tickets are about double last month before IW which is a bit crazy. Myself and some of our support team have also been focusing on testing the latest desktop & mobile beta so we can get it out the door plus I've been working on HIP HOP. The heavy testing is probably taking a bit of a toll but the update will be out shortly so that will end for now! I think my ability to answer 5 tickets at once has always helped speed things up lol.




2008 InterNACHI Member and Innovator of the Year
HOME INSPECTOR PRO HOME INSPECTION SOFTWARE

InterNACHI Members SAVE $150

Easy to use, customizable Home Inspector Software that runs on Windows, Mac, Android, iPhone & iPad!

You can now import HomeGauge, 3D, PalmTech & InspectVue Narratives.

InterNACHI members receive 3 months of FREE home inspector website hosting

Insert Video, Interactive Glossary and Sketches Into your Report!!

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  #5  
Old 2/14/18, 11:11 PM
Michael A. Clark, CMI's Avatar
Michael A. Clark, CMI Michael A. Clark, CMI is offline
Certified Master Inspector
 
Join Date: Apr 2012
Location: Almost Heaven, WV
Posts: 6,948
Default Re: Long wait time for support!

I have always experienced fast results, never a problem. Keep up the great service Dom!!




Michael A Clark, Certified Master Inspector«
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St Albans, West Virginia

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  #6  
Old 2/15/18, 12:36 AM
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Dominic J. Maricic Dominic J. Maricic is offline
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Default Re: Long wait time for support!

Thanks Mike. Our average ticket response today was 9 minutes which I think is pretty good!

We do have slower days from time to time though we get tons of compliments on our support on a daily basis for chips. Wayne is doing our live training classes for 4 hours on Tuesday and if we have someone out sick or a few people at a conference we can back up a bit.




2008 InterNACHI Member and Innovator of the Year
HOME INSPECTOR PRO HOME INSPECTION SOFTWARE

InterNACHI Members SAVE $150

Easy to use, customizable Home Inspector Software that runs on Windows, Mac, Android, iPhone & iPad!

You can now import HomeGauge, 3D, PalmTech & InspectVue Narratives.

InterNACHI members receive 3 months of FREE home inspector website hosting

Insert Video, Interactive Glossary and Sketches Into your Report!!

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