Matterport Support Response Time: Benchmark3430
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 WGAN ForumFounder & WGAN-TV Podcast Host Atlanta, Georgia |
DanSmigrod private msg quote post Address this user | |
| When you send a Support Request to Matterport AND receive a response, please post both the SENT and RECEIVED REPLY time. For example, for this Matterport Support question: Sent: 11:45 am PST 6 December 2016 Answered: 3:39 PST 8 December 2016 Response Time (approximate): 2 business days Response time (actual): 1 day, 15 hours and 54 minutes Calculate Duration Between Two Dates With Time Best, Dan P.S. What do you feel is a reasonable response time? |
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Gibbsboro, NJ |
Radie842 private msg quote post Address this user | |
| I don't feel this is adequate. For the monthly fees we pay we should be getting tier 1 service. | ||
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Hartland, Wisconsin |
htimsabbub23 private msg quote post Address this user | |
| Funny that Ross from WP3D got back to me within two hours today and answered all my questions within 3 hours and 5 emails. Maybe he needs to be in charge of revamping matterport customer service! | ||
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 3D RenderingsAEC Elevation Drawings Montreal, Québec |
ArchimedStudio private msg quote post Address this user | |
| Question/support ticket sent Saturday at 4:04pm ... still waiting!!! |
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StevenHattan private msg quote post Address this user | |
| I've had to contact MP three times for issues. Two times were answered live and issues resolved. The third time eight days. | ||
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WGAN Forum Founder & WGAN-TV Podcast Host Atlanta, Georgia |
DanSmigrod private msg quote post Address this user | |
| @htimsabbub23 @rpetersn for VP/Matterport Support. I've been told, "If you want something to get done, give it to a busy person." Sounds like Ross would be perfect. He's super-busy with his (awesome) WP3D Models Word Press Plug-in. Best, Dan |
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WGAN Forum Founder & WGAN-TV Podcast Host Atlanta, Georgia |
DanSmigrod private msg quote post Address this user | |
| @ArchimedStudio That's 'only' three days. Please do let us know when you hear back. Happy holidays, Dan |
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WGAN Forum Founder & WGAN-TV Podcast Host Atlanta, Georgia |
DanSmigrod private msg quote post Address this user | |
| @Radie842 Tier 1 service? You are receiving 1 out of 10 service.  Dan |
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pirusan private msg quote post Address this user | |
| I can;t fathom how you guys dare measure response times from Matterport. Get busy, make yourself more profitable! (It is a joke) |
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3D Renderings AEC Elevation Drawings Montreal, Québec |
ArchimedStudio private msg quote post Address this user | |
@DanSmigrod Thanks, Happy holidays to you too!  I did get a reply at 7:15pm today... The thing is, I only contact support when I'm totally out of options (after seeking solutions by myself, then online). So when I am told to try this or that (basically, the usual "duplicate the model, try deleting a few scans, then re-upload and hope for the best" solution - which I did), after waiting 3 days... that's really not the help I was hoping for. They did tell me that they have rarely seen this, and that they will dig deeper into it (but they are unable to provide a timeline for determining the source or a possible resolution)... Oh well, at least they replied! That's good for the average! Matt |
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JonJ private msg quote post Address this user | |
| @ArchimedStudio, Did you post your issue on the forum? Maybe someone here could help. |
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WGAN Forum Founder & WGAN-TV Podcast Host Atlanta, Georgia |
DanSmigrod private msg quote post Address this user | |
| @ArchimedStudio Hmmmmmmmmm shortly after your post to this discussion, Matterport replied to you. Dan |
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3D Renderings AEC Elevation Drawings Montreal, Québec |
ArchimedStudio private msg quote post Address this user | |
| No, I didn't post the issue. It's too technical and specific. I was hoping Matterport would be able to manually fix the problem (basically, we scanned a house on 3 levels, and the whole basement is slanted in the model...). There is obviously 1 scan that threw the whole basement off, but which one? that's the question... Dan, hhmmmmmm indeed |
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WGAN Forum Founder & WGAN-TV Podcast Host Atlanta, Georgia |
DanSmigrod private msg quote post Address this user | |
| @ArchimedStudio Yes. That's why I requested ... "When you send a Support Request to Matterport AND receive a response, please post both the SENT and RECEIVED REPLY time." Essentially, wait until you get an answer to then post to this discussion so we get real response times. Dan |
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WGAN Forum Founder & WGAN-TV Podcast Host Atlanta, Georgia |
DanSmigrod private msg quote post Address this user | |
| All, Since July 2014 - when I bought my Camera - Matterport Support has always been excellent in their answers and trouble-shooting. The challenge today is how long it takes to get help. To shine a light on the response time, it would be great if Forum Members post how long it took to get help. Best, Dan |
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StevenHattan private msg quote post Address this user | |
| This has got to be the greatest LOVE/HATE relationship of the century...Dan and Matterport. hahahaha | ||
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RenderingSpace private msg quote post Address this user | |
| This is the most pathetic thread I have ever seen. | ||
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StevenHattan private msg quote post Address this user | |
| @RenderingSpace hahaha....you apparently haven't been on the forum alot. JOKES | ||
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jward private msg quote post Address this user | |
| Since they still have us by the [redacted], they don't have any SLAs. Just remember, the squeeky wheel gets the grease. | ||
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 WGANStandard Member Bon Secour, Alabama |
Chemistrydoc private msg quote post Address this user | |
| Recent example: Support Request sent to support on Dec 11 @ 7:03 PM PST Support Answer received on Dec 13 @ 5:33 PM PST (with apology for late response) Quality of advice was very good, and issue was resolved completely. Cheers, Keith |
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WGAN Forum Founder & WGAN-TV Podcast Host Atlanta, Georgia |
DanSmigrod private msg quote post Address this user | |
The Matterport Newsletter today (Wednesday, 14 December 2016 included this item) ... |
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