Has Qualtrics customer support really gone downhill?

Question

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.

akarduino · Answer

Hello,I have been experiencing exactly the same.I wascharged 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.

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