FDE: February 2008 Archives

At the beginning of the year, Guardian Edge transitioned support to an integrated voice response (IVR) system. Since then it seems impossible to call and speak to a live person.

I don't generally like to call any support phone number. Most matters should be resolvable by checking the manual, reading the knowledge base, or opening a ticket via email or web form. When I do have to call support its because I really need an answer now, and don't mind waiting on hold for a bit to get it.

The old Guardian Edge support fit that model perfectly. I could call, and normally get someone right away.
The new Guardian Edge support model is geared toward never speaking to anyone. If you call, a voice response system asks if the number you are calling from is the one associated with your account. Next even though they've already identified you by phone number the IVR asks for your support ID number. After that you can leave voice mail describing your case. In each case I've had since this change, the support technician replies by email in 4-6 hours. God help you if that answer doesn't resolve the issue because the case will get lost after that.

We paid for phone support. This doesn't seem like phone support to me. I have tried to address these concerns with Guardian Edge.. The person heading the project corrected a routing problem with my support ticket. They did not address what I feel is a loss of service.

This sort of thing happens a lot with expanding companies. They have more callers and don't have the trained bodies to handle the calls. I still find it very disappointing