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    <title>idea Re: Wait times for Client Care chat or phone support are &amp;gt; 20 minutes on average now - Please improve! in Adobe Experience Cloud Ideas</title>
    <link>https://experienceleaguecommunities.adobe.com/t5/adobe-experience-cloud-ideas/wait-times-for-client-care-chat-or-phone-support-are-gt-20/idc-p/335602#M63</link>
    <description>&lt;HTML&gt;&lt;HEAD&gt;&lt;/HEAD&gt;&lt;BODY&gt;&lt;P&gt;I haven't had to contact ClientCare in a few weeks but I had noticed chat times getting longer than normal. I am fielding a questions from one of my other supported users asking when he could expect to hear back about a ticket submitted last week that is a high priority for us.&lt;/P&gt;&lt;/BODY&gt;&lt;/HTML&gt;</description>
    <pubDate>Mon, 10 Feb 2014 14:52:49 GMT</pubDate>
    <dc:creator>spectaprod</dc:creator>
    <dc:date>2014-02-10T14:52:49Z</dc:date>
    <item>
      <title>Wait times for Client Care chat or phone support are &gt; 20 minutes on average now - Please improve!</title>
      <link>https://experienceleaguecommunities.adobe.com/t5/adobe-experience-cloud-ideas/wait-times-for-client-care-chat-or-phone-support-are-gt-20/idi-p/335597</link>
      <description>&lt;HTML&gt;&lt;HEAD&gt;&lt;/HEAD&gt;&lt;BODY&gt;&lt;P&gt;Chat and phone are &amp;gt; 20 minutes wait and a lot of times you do not get through to anyone. Submitting a ticket by email is rarely useful, especially for urgent matters because no matter how much detail you provide Client Care, it's never enough and the 24-48 hour response window will easily double when Client Care responds that they need a bit more information to investigate. This has become a vicious cycle with trying to get support.&lt;/P&gt;&lt;/BODY&gt;&lt;/HTML&gt;</description>
      <pubDate>Wed, 05 Feb 2014 14:16:26 GMT</pubDate>
      <guid>https://experienceleaguecommunities.adobe.com/t5/adobe-experience-cloud-ideas/wait-times-for-client-care-chat-or-phone-support-are-gt-20/idi-p/335597</guid>
      <dc:creator>bradley_weidner</dc:creator>
      <dc:date>2014-02-05T14:16:26Z</dc:date>
    </item>
    <item>
      <title>Re: Wait times for Client Care chat or phone support are &gt; 20 minutes on average now - Please improve!</title>
      <link>https://experienceleaguecommunities.adobe.com/t5/adobe-experience-cloud-ideas/wait-times-for-client-care-chat-or-phone-support-are-gt-20/idc-p/335598#M59</link>
      <description>&lt;HTML&gt;&lt;HEAD&gt;&lt;/HEAD&gt;&lt;BODY&gt;&lt;P&gt;Similarly with email support: I had to wait 2 months to get a first response to a ticket!&lt;/P&gt;&lt;/BODY&gt;&lt;/HTML&gt;</description>
      <pubDate>Mon, 10 Feb 2014 04:07:56 GMT</pubDate>
      <guid>https://experienceleaguecommunities.adobe.com/t5/adobe-experience-cloud-ideas/wait-times-for-client-care-chat-or-phone-support-are-gt-20/idc-p/335598#M59</guid>
      <dc:creator>stefanies325986</dc:creator>
      <dc:date>2014-02-10T04:07:56Z</dc:date>
    </item>
    <item>
      <title>Re: Wait times for Client Care chat or phone support are &gt; 20 minutes on average now - Please improve!</title>
      <link>https://experienceleaguecommunities.adobe.com/t5/adobe-experience-cloud-ideas/wait-times-for-client-care-chat-or-phone-support-are-gt-20/idc-p/335599#M60</link>
      <description>&lt;HTML&gt;&lt;HEAD&gt;&lt;/HEAD&gt;&lt;BODY&gt;&lt;P&gt;That's not good. It's only 18 minutes today. Friday however it was 20+ minutes and when the timer finally reached 0 minutes it just sat there spinning for another hour or so and I gave up. I've already reached out to our acct mgr so I think ideas.omniture is the last hope to get this resolved.&amp;nbsp;&lt;/P&gt;&lt;P&gt;&amp;nbsp;&lt;/P&gt;&lt;P&gt;&lt;IMG align="center" alt="adobe cc.png" border="0" src="https://forums.adobe.com/api/core/v3/images/1262066?a=1500603721372" title="adobe cc.png" /&gt;&lt;/P&gt;&lt;/BODY&gt;&lt;/HTML&gt;</description>
      <pubDate>Mon, 10 Feb 2014 13:19:34 GMT</pubDate>
      <guid>https://experienceleaguecommunities.adobe.com/t5/adobe-experience-cloud-ideas/wait-times-for-client-care-chat-or-phone-support-are-gt-20/idc-p/335599#M60</guid>
      <dc:creator>bradley_weidner</dc:creator>
      <dc:date>2014-02-10T13:19:34Z</dc:date>
    </item>
    <item>
      <title>Re: Wait times for Client Care chat or phone support are &gt; 20 minutes on average now - Please improve!</title>
      <link>https://experienceleaguecommunities.adobe.com/t5/adobe-experience-cloud-ideas/wait-times-for-client-care-chat-or-phone-support-are-gt-20/idc-p/335600#M61</link>
      <description>&lt;HTML&gt;&lt;HEAD&gt;&lt;/HEAD&gt;&lt;BODY&gt;&lt;P&gt;&lt;A href="http://ideas.omniture.com/t5/user/viewprofilepage/user-id/4613"&gt;@acp&lt;/A&gt;&amp;nbsp;, &lt;A href="http://ideas.omniture.com/t5/user/viewprofilepage/user-id/10681"&gt;@Stef&lt;/A&gt;&amp;nbsp;: I have passed this feedback along to ClientCare management. I am going to leave this thread open so that others can vote and comment on it, and I have invited ClientCare to comment as well.&amp;nbsp;&lt;/P&gt;&lt;/BODY&gt;&lt;/HTML&gt;</description>
      <pubDate>Mon, 10 Feb 2014 13:23:20 GMT</pubDate>
      <guid>https://experienceleaguecommunities.adobe.com/t5/adobe-experience-cloud-ideas/wait-times-for-client-care-chat-or-phone-support-are-gt-20/idc-p/335600#M61</guid>
      <dc:creator>benjamingaines2</dc:creator>
      <dc:date>2014-02-10T13:23:20Z</dc:date>
    </item>
    <item>
      <title>Re: Wait times for Client Care chat or phone support are &gt; 20 minutes on average now - Please improve!</title>
      <link>https://experienceleaguecommunities.adobe.com/t5/adobe-experience-cloud-ideas/wait-times-for-client-care-chat-or-phone-support-are-gt-20/idc-p/335601#M62</link>
      <description>&lt;HTML&gt;&lt;HEAD&gt;&lt;/HEAD&gt;&lt;BODY&gt;&lt;P&gt;Thanks for the feedback Benjamin.&lt;/P&gt;&lt;P&gt;&amp;nbsp;&lt;/P&gt;&lt;P&gt;As mentioned above even after the timer for the chat finally "disappears" or stops counting, I am still waiting a long time. Here is a screenshot, I've been waiting another 17 minutes even though there is no timer.&lt;/P&gt;&lt;P&gt;&amp;nbsp;&lt;/P&gt;&lt;P&gt;&lt;IMG align="center" alt="adobe cc 2.png" border="0" src="https://forums.adobe.com/api/core/v3/images/1262067?a=1500603723907" title="adobe cc 2.png" /&gt;&lt;/P&gt;&lt;P&gt;&amp;nbsp;&lt;/P&gt;&lt;P&gt;&amp;nbsp;&lt;/P&gt;&lt;P&gt;And this is what I see now after waiting 35+ minutes.&lt;/P&gt;&lt;P&gt;&amp;nbsp;&lt;/P&gt;&lt;P&gt;&lt;IMG align="center" alt="adobe cc 3.png" border="0" src="https://forums.adobe.com/api/core/v3/images/1262068?a=1500603724438" title="adobe cc 3.png" /&gt;&lt;/P&gt;&lt;/BODY&gt;&lt;/HTML&gt;</description>
      <pubDate>Mon, 10 Feb 2014 13:55:07 GMT</pubDate>
      <guid>https://experienceleaguecommunities.adobe.com/t5/adobe-experience-cloud-ideas/wait-times-for-client-care-chat-or-phone-support-are-gt-20/idc-p/335601#M62</guid>
      <dc:creator>bradley_weidner</dc:creator>
      <dc:date>2014-02-10T13:55:07Z</dc:date>
    </item>
    <item>
      <title>Re: Wait times for Client Care chat or phone support are &gt; 20 minutes on average now - Please improve!</title>
      <link>https://experienceleaguecommunities.adobe.com/t5/adobe-experience-cloud-ideas/wait-times-for-client-care-chat-or-phone-support-are-gt-20/idc-p/335602#M63</link>
      <description>&lt;HTML&gt;&lt;HEAD&gt;&lt;/HEAD&gt;&lt;BODY&gt;&lt;P&gt;I haven't had to contact ClientCare in a few weeks but I had noticed chat times getting longer than normal. I am fielding a questions from one of my other supported users asking when he could expect to hear back about a ticket submitted last week that is a high priority for us.&lt;/P&gt;&lt;/BODY&gt;&lt;/HTML&gt;</description>
      <pubDate>Mon, 10 Feb 2014 14:52:49 GMT</pubDate>
      <guid>https://experienceleaguecommunities.adobe.com/t5/adobe-experience-cloud-ideas/wait-times-for-client-care-chat-or-phone-support-are-gt-20/idc-p/335602#M63</guid>
      <dc:creator>spectaprod</dc:creator>
      <dc:date>2014-02-10T14:52:49Z</dc:date>
    </item>
    <item>
      <title>Re: Wait times for Client Care chat or phone support are &gt; 20 minutes on average now - Please improve!</title>
      <link>https://experienceleaguecommunities.adobe.com/t5/adobe-experience-cloud-ideas/wait-times-for-client-care-chat-or-phone-support-are-gt-20/idc-p/335603#M64</link>
      <description>&lt;HTML&gt;&lt;HEAD&gt;&lt;/HEAD&gt;&lt;BODY&gt;&lt;P&gt;Thanks for making your voice heard here. I am the Self Help/Community Manager for Adobe Analytics. Though I cannot attest to the reasoning behind Customer Care's increased hold times, I can provide you with some potential alternatives:&lt;/P&gt;&lt;P&gt;&amp;nbsp;&lt;/P&gt;&lt;UL&gt;&lt;LI&gt;&lt;STRONG&gt;Twitter:&lt;/STRONG&gt; If you have a really quick question that can be answered in 140 characters or less, hit me up by tweeting to &lt;A href="https://twitter.com/AdobeMktgCare" rel="nofollow noopener noreferrer" target="_self"&gt;@AdobeMktgCare&lt;/A&gt;. You can expect a response within 24 hours, usually within a couple hours when I'm online during the day.&lt;/LI&gt;&lt;LI&gt;&lt;STRONG&gt;Community Forums:&lt;/STRONG&gt; If you have a more verbose question that you want to involve the community in, create a thread on our &lt;A href="http://help-forums.adobe.com" rel="nofollow noopener noreferrer" target="_blank"&gt;Help Forums&lt;/A&gt;. I usually give other participants an opportunity to exchange their thoughts before jumping in with mine, so my responses usually come in a day or two after the question is asked.&lt;/LI&gt;&lt;LI&gt;&lt;STRONG&gt;Documentation and KB:&lt;/STRONG&gt; We have made massive leaps and bounds on the quality of our &lt;A href="https://microsite.omniture.com/t2/help/en_US/home/index.html#Home" rel="nofollow noopener noreferrer" target="_blank"&gt;Help system&lt;/A&gt;. If you can't find what you're looking for here, send me a tweet @AdobeMktgCare and I can do the research and work with our doc team to have it added.&lt;/LI&gt;&lt;LI&gt;If it's definitely a bug, I'm afraid that's the only avenue I don't have control over. Your best bet is to email Customer Care with exact steps to reproduce the issue (break it down to where even a new user could follow the steps and see the bug).&lt;/LI&gt;&lt;/UL&gt;&lt;P&gt;Hopefully one of these avenues can help you resolve your issue in question.&lt;/P&gt;&lt;/BODY&gt;&lt;/HTML&gt;</description>
      <pubDate>Mon, 10 Feb 2014 14:57:59 GMT</pubDate>
      <guid>https://experienceleaguecommunities.adobe.com/t5/adobe-experience-cloud-ideas/wait-times-for-client-care-chat-or-phone-support-are-gt-20/idc-p/335603#M64</guid>
      <dc:creator>Gigazelle</dc:creator>
      <dc:date>2014-02-10T14:57:59Z</dc:date>
    </item>
    <item>
      <title>Re: Wait times for Client Care chat or phone support are &gt; 20 minutes on average now - Please improve!</title>
      <link>https://experienceleaguecommunities.adobe.com/t5/adobe-experience-cloud-ideas/wait-times-for-client-care-chat-or-phone-support-are-gt-20/idc-p/335604#M65</link>
      <description>&lt;HTML&gt;&lt;HEAD&gt;&lt;/HEAD&gt;&lt;BODY&gt;&lt;P&gt;Be careful when writing a ticket in the Adobe interface:&lt;/P&gt;&lt;P&gt;recently priority changes automatically from "medium" to "low"!!&lt;/P&gt;&lt;P&gt;Not great at all&amp;nbsp; &lt;span class="lia-inline-image-display-wrapper" image-alt="Smiley Frustrated"&gt;&lt;img src="https://experienceleaguecommunities.adobe.com/t5/image/serverpage/image-id/25i3545E5D848AB0EF9/image-size/large?v=v2&amp;amp;px=999" role="button" title="Smiley Frustrated" alt="Smiley Frustrated" /&gt;&lt;/span&gt;&lt;/P&gt;&lt;/BODY&gt;&lt;/HTML&gt;</description>
      <pubDate>Tue, 11 Feb 2014 06:32:51 GMT</pubDate>
      <guid>https://experienceleaguecommunities.adobe.com/t5/adobe-experience-cloud-ideas/wait-times-for-client-care-chat-or-phone-support-are-gt-20/idc-p/335604#M65</guid>
      <dc:creator>stefanies325986</dc:creator>
      <dc:date>2014-02-11T06:32:51Z</dc:date>
    </item>
    <item>
      <title>Re: Wait times for Client Care chat or phone support are &gt; 20 minutes on average now - Please improve!</title>
      <link>https://experienceleaguecommunities.adobe.com/t5/adobe-experience-cloud-ideas/wait-times-for-client-care-chat-or-phone-support-are-gt-20/idc-p/335605#M66</link>
      <description>&lt;HTML&gt;&lt;HEAD&gt;&lt;/HEAD&gt;&lt;BODY&gt;&lt;P&gt;Regarding Twitter &lt;A href="https://twitter.com/AdobeMktgCare" rel="nofollow noopener noreferrer" target="_self"&gt;@AdobeMktgCare&lt;/A&gt;&amp;nbsp;- I've "tweeted" twice and never received a reply. The default response/solution from Client Care seems to be: deleted cache and cookies and try again. The support is so bad that when I encounter problems I don't submit them as I know the reposnse will be&amp;nbsp;nonsensical.&lt;/P&gt;&lt;P&gt;&amp;nbsp;&lt;/P&gt;&lt;P&gt;What would be usful if there was somewhere we can see the known issues that have been reported/being worked on &amp;nbsp;- this would also save Client Care resources.&amp;nbsp;&lt;/P&gt;&lt;/BODY&gt;&lt;/HTML&gt;</description>
      <pubDate>Fri, 28 Mar 2014 23:15:56 GMT</pubDate>
      <guid>https://experienceleaguecommunities.adobe.com/t5/adobe-experience-cloud-ideas/wait-times-for-client-care-chat-or-phone-support-are-gt-20/idc-p/335605#M66</guid>
      <dc:creator>richard_h1</dc:creator>
      <dc:date>2014-03-28T23:15:56Z</dc:date>
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