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Support

Matterport Support Response Time: Benchmark3430

WGAN Forum
Founder
DanSmigrod private msg quote post Address this user
When you send a Support Request to Matterport AND receive a response, please post both the SENT and RECEIVED REPLY time.

For example, for this Matterport Support question:

Sent: 11:45 am PST 6 December 2016
Answered: 3:39 PST 8 December 2016
Response Time (approximate): 2 business days
Response time (actual): 1 day, 15 hours and 54 minutes

Calculate Duration Between Two Dates With Time

Best,

Dan

P.S. What do you feel is a reasonable response time?
Post 1 IP   flag post
Standard
Member
Radie842 private msg quote post Address this user
I don't feel this is adequate. For the monthly fees we pay we should be getting tier 1 service.
Post 2 IP   flag post
htimsabbub23 private msg quote post Address this user
Funny that Ross from WP3D got back to me within two hours today and answered all my questions within 3 hours and 5 emails. Maybe he needs to be in charge of revamping matterport customer service!
Post 3 IP   flag post
3D Renderings
AEC Elevation Drawings
ArchimedStudio private msg quote post Address this user
Question/support ticket sent Saturday at 4:04pm

...

still waiting!!!
Post 4 IP   flag post
StevenHattan private msg quote post Address this user
I've had to contact MP three times for issues. Two times were answered live and issues resolved. The third time eight days.
Post 5 IP   flag post
WGAN Forum
Founder
DanSmigrod private msg quote post Address this user
@htimsabbub23

@rpetersn for VP/Matterport Support.

I've been told, "If you want something to get done, give it to a busy person."

Sounds like Ross would be perfect. He's super-busy with his (awesome) WP3D Models Word Press Plug-in.

Best,

Dan
Post 6 IP   flag post
WGAN Forum
Founder
DanSmigrod private msg quote post Address this user
@ArchimedStudio

That's 'only' three days. Please do let us know when you hear back.

Happy holidays,

Dan
Post 7 IP   flag post
WGAN Forum
Founder
DanSmigrod private msg quote post Address this user
@Radie842

Tier 1 service?

You are receiving 1 out of 10 service.

Dan
Post 8 IP   flag post
pirusan private msg quote post Address this user
I can;t fathom how you guys dare measure response times from Matterport. Get busy, make yourself more profitable!


(It is a joke)
Post 9 IP   flag post
3D Renderings
AEC Elevation Drawings
ArchimedStudio private msg quote post Address this user
@DanSmigrod Thanks, Happy holidays to you too!

I did get a reply at 7:15pm today... The thing is, I only contact support when I'm totally out of options (after seeking solutions by myself, then online). So when I am told to try this or that (basically, the usual "duplicate the model, try deleting a few scans, then re-upload and hope for the best" solution - which I did), after waiting 3 days... that's really not the help I was hoping for.

They did tell me that they have rarely seen this, and that they will dig deeper into it (but they are unable to provide a timeline for determining the source or a possible resolution)...

Oh well, at least they replied! That's good for the average!

Matt
Post 10 IP   flag post
Photo
Sparc
JonJ private msg quote post Address this user
@ArchimedStudio,
Did you post your issue on the forum? Maybe someone here could help.
Post 11 IP   flag post
WGAN Forum
Founder
DanSmigrod private msg quote post Address this user
@ArchimedStudio

Hmmmmmmmmm shortly after your post to this discussion, Matterport replied to you.

Dan
Post 12 IP   flag post
3D Renderings
AEC Elevation Drawings
ArchimedStudio private msg quote post Address this user
No, I didn't post the issue. It's too technical and specific. I was hoping Matterport would be able to manually fix the problem (basically, we scanned a house on 3 levels, and the whole basement is slanted in the model...).
There is obviously 1 scan that threw the whole basement off, but which one? that's the question...

Dan, hhmmmmmm indeed
Post 13 IP   flag post
WGAN Forum
Founder
DanSmigrod private msg quote post Address this user
@ArchimedStudio

Yes. That's why I requested ...

"When you send a Support Request to Matterport AND receive a response, please post both the SENT and RECEIVED REPLY time."

Essentially, wait until you get an answer to then post to this discussion so we get real response times.

Dan
Post 14 IP   flag post
WGAN Forum
Founder
DanSmigrod private msg quote post Address this user
All,

Since July 2014 - when I bought my Camera - Matterport Support has always been excellent in their answers and trouble-shooting.

The challenge today is how long it takes to get help.

To shine a light on the response time, it would be great if Forum Members post how long it took to get help.

Best,

Dan
Post 15 IP   flag post
StevenHattan private msg quote post Address this user
This has got to be the greatest LOVE/HATE relationship of the century...Dan and Matterport. hahahaha
Post 16 IP   flag post
RenderingSpace private msg quote post Address this user
This is the most pathetic thread I have ever seen.
Post 17 IP   flag post
StevenHattan private msg quote post Address this user
@RenderingSpace hahaha....you apparently haven't been on the forum alot. JOKES
Post 18 IP   flag post
Standard
Member
jward private msg quote post Address this user
Since they still have us by the [redacted], they don't have any SLAs. Just remember, the squeeky wheel gets the grease.
Post 19 IP   flag post
Standard
Member
Chemistrydoc private msg quote post Address this user
Recent example:

Support Request sent to support on Dec 11 @ 7:03 PM PST

Support Answer received on Dec 13 @ 5:33 PM PST (with apology for late response)

Quality of advice was very good, and issue was resolved completely.

Cheers,

Keith
Post 20 IP   flag post
WGAN Forum
Founder
DanSmigrod private msg quote post Address this user
The Matterport Newsletter today (Wednesday, 14 December 2016 included this item) ...


Post 21 IP   flag post
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