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Ignored by technical support

Steve Wilke-Shapiro

I have been waiting 11 days for a resolution to a renewal issue. I was told by technical support that my renewal needs to be processed "manually" because of a back-end problem. It has been 11 days without any reply. I have filed multiple tickets.

Is this the type of customer support we should expect from Bluebeam?

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Comments

Dhanush Kodi Raj

Hi Steve

If you've already raised multiple tickets, try replying to the original support email instead of creating new ones, as it keeps everything in the same case. If it's a backend/manual renewal issue, ask the support team to escalate it to the licensing or billing team. If you're a Bluebeam subscriber, you can also contact your reseller or account manager they can often help speed up licensing issues. Hopefully you get an update soon.

Thank you

Marco M

Hi Steve,

I've let our Support Team know. Unfortunately, they are experiencing high volume at the moment.

I would definitely recommend Dhanush's advice, though!

Steve Wilke-Shapiro

I have also replied to the original ticket and have not had a response in 11 days. These two licenses in question are for employees who cannot currently use the software. Now my license says I've logged in on "too many devices" so I am currently unable to use Bluebeam on my tablet to take out to jobsites. This situation needs to be resolved and support is not responding.

bwiginton

This is disappointing to hear. Bluebeam is a great product, but the value diminishes significantly without proper support. Hopefully this is resolved quickly.

Steve Wilke-Shapiro

Still waiting for responses to questions….

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