@dcontesti wrote:
Well, I am not always a fan of everything the organisation does or doesn't do.
From your note:
tried about 2 hours to get someone with the phone support to get some basic info.
Did you spend five-ten minutes searching the (ISC)2 website for answers. There are MANY FAQs available as an individual probably has had the problem before.
Rooks: Yes, of course, I did, and I wanted to reconfirm what I read. There's a reason why phone support exists. However, it really does not matter whether I read or not, I decided to call and expect a better service and good experience. Rather than trying to justifying the poor service, you need to focus on how this service can be improved. Like I said before, I'm not the only one. I shared a link where this was discussed before, and most probably don't bother saying anything. You need to appreciate that I took the time to provide feedback so this concerns can be addressed.
You also go on to say:
She finally did and it was quick answer. And then she was rushing to get off the phone.
Some other poor soul was probably waiting to get an answer.
Rooks: Most likely yes, and most likely will get the same poor experience. The point is you don't rush with your customer until they are happy and satisfied before you end the call. This is customer service 101 and am sure you've heard about this since you have been around for over 3 decades or so.🤷♂️
As to waiting two hours on the phone, ever called Microsoft or any of the hundreds of security vendors. Or for that matter your Internet provider, or your doctor's office or.............the list goes on. Most call centers are not staffed for a one on one call but folks calls go into a queue and it depends on how long a call takes, etc or if you want to stay on the phone and chat with them.
Rooks: Yes, many times, for the last many years. They all have issues more or less but not constant basis. That's the issue, it appears constant with ISC2. ISACA (i'am only naming it since you named a few) appears to have much better phone and email support. Never had to wait long and support agents are well prepped/educated and willingness to help. Maybe call them and find out yourself (I have in mind that you don't call phone support). I shared my feedback, so ISC2 can look into improving the user experience.
I have been a member for 30+ years and have yet to have the need to call in for an answer.
Rooks: That's quite a long time - good for you but am surprised that you are trying to paint everyone with your mindset. If someone decides to call, then it's their choice. There's a reason why organization have phone support - it does help - sometimes people just need to get reassurance what they read - simple is that.
Regards
Thanks
