Has Qualtrics customer support really gone downhill? | Experience Community
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MichaelC
Administrator
1 year ago
Question

Has Qualtrics customer support really gone downhill?

  • April 5, 2024
  • 4 replies
  • 164 views
K
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I’ve been using Qualtrics since 2012 (!) and really love the platform. The past few years, I have had SO much turnover with my account execs for my company (and for the companies whose Qualtrics’ licenses I manage) and have been really disappointed with the complete lack of customer service. Which is ironic, for a company so focused on customer experience.

I just got a notice for renewal for a company and can’t get in touch with my account exec (gosh, this again!) and nobody has gotten back to me about my questions -- is this the new normal? Has anyone else been experiencing issues like this. Hesitant to renew / recommend others renew if it is radio silence when you reach out / there is no clear point of contact for support. These are fairly large contracts… very surprised at the carelessness here and wondering if others are having similar experiences.

      4 replies

      A
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      • akarduino
      • April 16, 2024

      Hello, 

       

      I have been experiencing exactly the same. 
      I was charged for an account I no longer use ($1440) and I’ve been trying to get in contact with someone from customer support for 1 week. 
      If this is the customer support experience, I would be very hesitant to recommend qualtrics as a product.

      C
      Level 2 ●●
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      • ChristineT
      • Level 2 ●●
      • August 14, 2026

      Same here. Customer support (especially technical support) has absolutely gone downhill. The chatbot help support is not as helpful, and it’s almost impossible to get a technical response anymore. The time lag for responses feels three times as long.

      TusharDalwani
      QPN Level 6 ●●●●●●

      Hi, you might also have a CSM assigned to your brand. If AE is not reachable try reaching out to CSM or maybe route via Q support

      ~Tushar Dalwani
        AlonsoC
        Administrator
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        • AlonsoC
        • Administrator
        • August 17, 2026

        Same here. Customer support (especially technical support) has absolutely gone downhill. The chatbot help support is not as helpful, and it’s almost impossible to get a technical response anymore. The time lag for responses feels three times as long.

        Hi ​@ChristineT,

        Apologies for the frustrating customer support experience you’re having. In addition to ​@TusharDalwani’s recommendations, our community is highly technical and always happy to help so feel free to share your questions here. By posting on the community, it will also bring it to our attention so that we can advocate for you and ensure your questions receive visibility.

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