My account rep won't respond to incident over 3 months old. How do I get help?

[dana_reynolds]

[Incident: 131212-000329]

Please, please, please help. I work for a little company called Walmart, and I need this issue resolved. I am a qualified site administrator, authorized to receive help, and have gotten good service in the past: Adobe was first contacted about this in November. The above incident is from December 12. Account rep responded with one email on Dec.18, asking for clarification, which I immediately gave. Nothing since then.

I'm very frustrated that I cannot find phone numbers to speak with someone about this and my emails are going unanswered. This is negatively impacting our business.

[Alexis_Cazes_ · Accepted solution]

Hi Dana,

If you are a fully supported user then do the following: once connected to SiteCatalyst, click on Help >> Customer Care.

A new screen should load with the following tabs : Home, My Cases, New cases, Community.

If you cannot see My Cases or New Cases then you are not set up correctly at Adobe side and it needs to be fixed (phone ClientCare).

If you do not receive an email for an incident please go to My incidents and click on the incident number, you should see any reply from ClientCare.

The phone numbers for ClientCare are : 

                                                                  

Americas		EMEA		APAC
U.S.	1-800-497-0335	Denmark	(+45) 802 06017	Australia	(+61) 1-800-358683	New Zealand (toll)	(+64) 0508614264
US AEM only	1-866-335-2256	France	(+33) 0805-540755	China	(+86) 108004400548	Philippines (toll)	(+63) 180014410660
Canada	1-800-497-0335	Germany	(+49) 0800-7522581	Hong Kong	(+852) 30713107	Singapore	(+65) 18008185220
		Italy	(+44) 800 919224	India	(+91) 0008004402107	South Korea	(+82) 0805170880
		Sweden	(+46) 0200 810330	Japan	(+81) 01200-71300	Taiwan	(+886) 0800666381
		UK	(+44) 0800 169 0454	Malaysia (toll)	(+60) 1800220120

I often contact clientcare via email or phone to chase any open incident if I did not have an answer.

[img]clientcare.png[/img]

Best regards.

Alexis Cazes

[AdamGreco]

What is the issue you are having?  If you e-mail me, I may be able to provide a work-around...

[Gigazelle]

I've reviewed the incident, and it appears that you may actually not be getting his responses. He sent one December 30th and another January 21st, each in response to your replies and follow ups. Here is his reply:

This sounds like an implementation issue. The metrics will only stop collecting if the path reference to the JS code is incorrect on the domain, or the page code itself is not called properly. I apologize, but this is almost 95% due to an implementation change regardless of what was said. In order to be sure, I will need the actual URL (website) the issue is happening on.

I didn't receive this information so we couldn't move forward. I would be happy to move forward if we could get more information. This is most likely an implementation issue and will possibly need consulting to engage. Thank you, and I look forward to your response.

I agree with the agent's remarks that we won't be able to do much without a URL to troubleshoot against. If you could respond to the agent with a URL that fires off a specific event and then guide him to the report in Adobe Analytics that isn't showing, we'd be able to identify the culprit in no time.