Should Memphis stick to BBQ and the Blues? Customer service fail.
Posted in: General IT, Shelby Arena<begin rant> As most of you know, Watermark is an Arena and Shelby customer. For the most part, we have been happy although today I got a response to a support call that I wasn’t to pleased about. After doing a successful Shelby upgrade last Friday, I received a warning that our database hasn’t backed up for the past three days… Interesting. All of our Arena backups have been fine, so this must be related to the upgrade.
After taking a look under the hood, I noticed that the schedule was still it place, it just wasn’t running. When trying to recreate the schedule, sure enough, we get a Shelby application error and then the application quits.
I called Shelby support and finally talked to someone, but they had no idea what the issue was, so they went to grab someone in IT.
Then this happened… To give you at time reference, it is 4:45 pm, central time. Memphis is in central time.
“Hey I was able to grab one of the guys from IT as he was headed out the door. He has a pretty good idea what the problem is and thinks he can get you fixed up pretty quick. IF YOU COULD JUST CALL US BACK FIRST THING IN THE MORNING, WE’LL GET YOU TAKEN CARE OF…”
Really? I have a database that hasn’t backed up in 3 days and your IT guy can’t stop to help because he is on the way out the door at 4:45 in the afternoon?
Customer service fail. I’m in love with the Arena product, but I’d be more in love with it if Shelby would learn to act like a hungry software company rather than a software company that mostly deals with churches. </end rant>
