Guardian Edge Support

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

5 Comments

  1. Interesting read! The school district I work for just bought into GuardianEdge software for our XP laptops and I have been less than impressed with their support so far. So far I’ve been lucky to get one email a day, typically not 4-6 hours. I’m glad to know I’m not the only who felt this way!
    Ryan

  2. Hi people,
    We’re a Guardian Edge reseller in the UK and yes, I agree, problems have been experienced.
    I’ve forwarded this post to Joe Hoban, VP of Channel Sales for Guardian Edge, just so you know.
    The problems with the IVR solution have now been removed and you can access a human being at any time from the main phone number.
    Ryan, if you still have problems, let me know and I’ll make sure that you get the problems resolved.
    Email support is very good, but sometimes there’s nothing quite like talking to a human.
    Let me know if you still have problems.
    Cheers
    Si

  3. My reseller did contact Joe Hoban about my concerns. That resulted in a Director contacting the implementor who called me. Surprisingly that didn’t result in any noticable change.
    Fortunately the GuardianEdge stuff has been working, so I haven’t had to contact support recently on any new cases. Glad to hear it is possible to talk to a human.
    I will say that on the one case I have open, they have been much better than other companies at updating the support ticket and following up with me via email.

  4. I couldn’t agree more, I called “phone” support and all the guy told me to do was email them a ticket. This company need to shell out money to hire more trained phone support specialists.
    Just out of curiousity, what were the issues you were having with GuardianEdge?
    We are having issues where the laptops get stuck at the “Initializing Guardian Edge Hard Disk…” screen. This happens when they are connected to docking stations.
    My company is very unhappy with GuardianEdge so far… let’s hope it gets better.

  5. Its been a while since I’ve had any cases open with GuardianEdge so I can’t comment on how support is now.
    FDE by its nature is intrusive. When users can do what they want, they’ll find unique issues that didn’t show up in testing. Once we got past the initial install, things have been fine.

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