Connor Bates
Poor customer service. A lot of people in my organization (that uses convergence as a vendor for IT) complain about the delayed response and subpar service for the amount we pay. My particular example is working with my dedicated support line the technician worked with me to clear up an issue with our TPM platform. During the call it was obvious he was doing other things which slowed the whole process down. I watched as a process would await his input and I could here him on the other end of the line doing something (not on the computer). After we finally got it done I specifically asked him if our Bitlocker would be an issue again and he said no. This morning, lo and behold I can't get into my computer because of Bitlocker. Now I have been on hold with out "dedicated support line" for an hour an 15 minutes (unable to work) and staring down the barrel of more downtime from work because of them. This is by the way the third time my computer has had issues with the TPM they set up for us. Edit: 6/4/21 The wait time ended up being 2 hours before I got support. That said, I received a call from the President of the organization this morning. He was very gracious and apologetic about the issue above and is currently working to staff up to prevent such an issue in the future.