Anyone else tired of asking for support only to be...
# randoma
Annabel
11/29/2023, 9:50 AMAnyone else tired of asking for support only to be told there is an enhancement for this but when you search the enhancement it's a 9 year old request that is likely never going to be done? -_-
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James Morris
11/29/2023, 1:52 PMThis is very typical. Enhancement timeline = sometime between 6 months from now and never. The other classic one is when you get a notification that one of your enhancement requests was actually completed and it was something you needed from 2 jobs ago.
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jen
11/29/2023, 4:14 PMIâve never had an ER completed.
jen
11/29/2023, 4:14 PMFor ERs I try to remember to put a comment in SuiteIdeas so someone else knows how long itâs been there.
jen
11/29/2023, 4:15 PM20 years from now someone will see my remarkâŚ.
jen
11/29/2023, 4:15 PMThe fun one is when the rep admits itâs a defect but they STILL wonât do anything other than file an ER.
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James Morris
11/29/2023, 4:18 PMYikes. I've actually had pretty good luck with getting NS to address it if it gets filed as a defect. I mean I often have to follow up a few times and sometimes get my account rep involved and it still takes way longer than it should, but they do get to it eventually. Haven't had it happen where they admit it's a defect but won't file it as such. Usually for me they just prioritize it P7 (or whatever the lowest is). If it gets that priority I know it's going nowhere ever and I have to figure out my own solution/workaround.
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jen
11/29/2023, 4:56 PMMy account rep is ignoring me
jen
11/29/2023, 4:56 PMis there a way to request a new account rep? Ours is useless.
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James Morris
11/29/2023, 5:03 PMI think so. I think you have to go through your existing account rep, so it's a bit awkward, but they rotate/change account reps all the time, so it's definitely possible to have another one.
James Morris
11/29/2023, 5:06 PMalso, gotta be realistic that your account rep is basically a glorified salesperson/relationship manager. Sadly, they don't actually know anything about NetSuite compared to you and me and never will. Best you can expect is that:
1. they bring in the right experts when asked for technical advice
2. they escalate and communicate on critical case/defects timely when engaged
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jen
11/29/2023, 9:05 PMfor about four years, weâve had this issue where every single time we put in a ticket they say they are âcurrently unable to log into the replica of your account on our testing environmentâ and they ask us to Allow Access to NetSuite Support Login. Which weâve done. Hundreds of times. Itâs set to âAlwaysâ and has been for years.
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James Morris
11/29/2023, 9:09 PMI think there's a default setting somewhere too. Maybe you need to do that as well? Lemme see if I can find it. "Waiting for the account replica to refresh" is a common delaying tactic I run into as well though. I'm sure sometimes it's legit, but seems to take a lot longer when I have a difficult/involved question đ¤¨
James Morris
11/29/2023, 9:11 PMso under Setup > Company > NetSuite Support Login do you have that set to "Always" allow login?
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James Morris
11/29/2023, 9:15 PMand then check a newly created case and see what the "Allow NetSuite login for this case" and the "Case Authorization Access" say. S/b unchecked and "enabled" if you have always selected in company preferences
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James Morris
11/29/2023, 9:27 PMAlso my PT is to never log cases online unless it's super unimportant/not-time-sensitive. It's annoying to wait on hold for 15 minutes, but you shave a solid 4-24 hours off your initial response/resolution time by calling in and getting someone to do the initial "let's do a screen share" right away. Plus it's a little harder to brush you off over the phone versus email.
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jen
11/29/2023, 9:36 PMmy point is itâs set to always, itâs set to allowed/enabled
jen
11/29/2023, 9:36 PMit always has been
jen
11/29/2023, 9:36 PMyet they can never access anything
jen
11/29/2023, 9:36 PMIâve literally been showing them this on zoom over and over for years
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Shawn Talbert
11/30/2023, 1:34 AMI've very rarely seen a NS support rep able to access their 'replica' environments.
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scottvonduhn
11/30/2023, 5:34 PMThey always tell me that their QA refresh environment is not available. If itâs never available, then what good is it? It may as well not exist, so letâs pretend it doesnât and move on.
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KevinJ of Kansas
12/01/2023, 5:32 PMI always laugh that they ask for it - and then I spend time trying to figure out whether they have the appropriate checkboxes marked, and then it still doesn't work haha
KevinJ of Kansas
12/01/2023, 5:32 PMThought it was just me because they always insist on doing it!
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