Who to contacts

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8 comments

  • Official comment
    Avatar
    Mash Sarband

    Hi,

     

    Sorry for the delayed response. Please know that we care for our customers very much. 

    I noticed our Customer Support Team Lead has reached out to you and you are in good hands now!

    Thanks for your patience!

     

    Regards,

     

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  • Avatar
    rotblitz

    You did it right and need to be patient now.  You may also raise your questions here, so that a user may be able to answer them.

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  • Avatar
    brianmcdonald749

    Well 10 days wait does seem quite unsatisfactory given I am a potential corporate customer. I am very disappointed with OpenDNS' level of care shown so far. If I don't hear anything within the next 7 days I shall take our custom elsewhere. I trust a member of staff from the organisation will read and respond to this as a matter of urgency as it is getting absurd now.

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  • Avatar
    rotblitz (Edited )

    I think I see now where your problem is.  You're here in the OpenDNS forum.  OpenDNS is a free service, and this community forum is mainly visited by home users.  Did you raise your tickets here?  If you want help with commercial paid services, you'll be going to Cisco Umbrella to raise your ticket there: https://support.umbrella.com/hc/en-us
    Or simply use the "Request a Quote" or "Contact Sales" links on the related Umbrella product pages, like https://umbrella.cisco.com/products/packages

    "I shall take our custom elsewhere."

    I'm a home user, and I'm unimpressed therefore...

    "I trust a member of staff from the organisation will read and respond to this"

    Most likely not.  Umbrella staff are elsewhere.

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  • Avatar
    brianmcdonald749

    Many thanks for this info that is useful.

    I have indeed used both the "request a quote" and "contact sales" options, indeed that was my first port of call.

    I have also called and left numerous voicemails for Cisco/Umbrella using the number stated on the official website.

    I will however wait further and failing any response I will contact Cisco using other details I ascertain.

    I also took a punt at emailing sales@opendns.com as well as support@opendns.com

    Both have been sent and no NDR was received so I assume delivered successfully.

    I even have ticket references from a support call in the hope of them also reaching out, but as stated I'm not hopeful!

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    brianmcdonald749

    Many thanks, this issue has now been resolved.

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    brad_seelbach

    Too bad their support sucks now.  5 hours, client down. They wont' even call

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  • Avatar
    rotblitz

    What did you do?  Did you raise a support ticket?

    They only will call you if you subscribed to extended support, of course. 
    https://umbrella.cisco.com/support/options

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