Is something bad going on with Qualtrics? | XM Community
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Is something bad going on with Qualtrics?

  • 13 December 2023
  • 33 replies
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Hi all,
I'm hoping to gain some insights into whether others are facing similar challenges with Qualtrics. In my role managing our Qualtrics license at my university, I've noticed an unusual situation this year: we haven't received our annual license renewal notice, which is typically issued around September.

I've attempted to contact Qualtrics repeatedly over the past three months, using both direct contacts and Qualtrics support channels, but I haven't received any response. This is quite unusual compared to my years experiences with them.

Additionally, a colleague at another institution also had difficulties engaging with Qualtrics for a product demo. It took her multiple emails and two weeks to get a response, and when finally a Qualtrics representative emailed back and scheduled a phone call - no one called.

Is anyone else encountering similar communication issues with Qualtrics, or does anyone have any insights into these recent changes in service?

Thanks.

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Best answer by Michael_Cooksey 11 April 2024, 22:17

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33 replies

MsIreen
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From my experience with Qualtrics, getting them to take your money is very difficult 😂 

Michael_Cooksey
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Hello, @EyalR and @MsIreen -- thank you for your post and comment, and please accept my apologies for any difficulties you have experienced getting help from Qualtrics. 

EyalR, I have escalated your post internally and hope to get assistance for you soon.

Mslreen, if you experience any sort of difficulty in this regard in the future, feel free to reach out to me directly, and I can escalate your needs, as well! 

If either of you have any questions moving forward, feel free to reply here or message me directly, and I’ll gladly assist. 

Again, so sorry for any confusion or frustrations you may have encountered. 

Michael_Cooksey
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@EyalR -- I understand from my colleagues that at the end of December, you received what you needed from our sales and renewals team. Again, apologies for the delay in getting the information and documents to you.

Please reach out to me directly here on the Community if I can be of assistance in the future!

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Hello, @EyalR and @MsIreen -- thank you for your post and comment, and please accept my apologies for any difficulties you have experienced getting help from Qualtrics. 

EyalR, I have escalated your post internally and hope to get assistance for you soon.

Mslreen, if you experience any sort of difficulty in this regard in the future, feel free to reach out to me directly, and I can escalate your needs, as well! 

If either of you have any questions moving forward, feel free to reply here or message me directly, and I’ll gladly assist. 

Again, so sorry for any confusion or frustrations you may have encountered. 




Hi Michael,

I am also having a difficult time with months of sparse communication. I am using qualtrics to conduct a pioneering independent research study, and when I asked for an extension to make sure I could collect the last couple of subjects data, I was told it cannot be extended. And given no options of renewal or anything to continue the service. It is very important that I have qualtrics active to complete the study. 

I havn’t been able to get consistent communication from them and I cannot afford for qualtric’s incompetency to be the reason a study I’ve been working on for 3 years fails. 

Can you help me?

Michael_Cooksey
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Hello @Poneelovesyou -- thank you for raising awareness about your issues; let me do some intel gathering on my end, and reply back to you. 

In the meantime, please accept my apologies for any confusion or frustration caused! I hope to reply back to you with more info soon. 

Michael_Cooksey
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Hello @Poneelovesyou -- thank you for raising awareness about your issues; let me do some intel gathering on my end, and reply back to you. 

In the meantime, please accept my apologies for any confusion or frustration caused! I hope to reply back to you with more info soon. 

Hello again, @Poneelovesyou -- I see our customer support rep Anna sent you a message approx 30 mins ago asking for more details and also a screenshot of the email telling you an extension of your contract is not possible. As far as we can see, your (paid) license does not have an expiry attached to it. 

You do also have a free “trial” account that was opened a few years ago. Unused trial accounts will eventually be shut down if they are not in use.

The best way forward here is to reply to Anna and continue working with her on the open ticket you have.

Hope this helps!

U
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I’m also having difficulty hearing back from the Renewals team. @Michael_Cooksey we’ve been waiting over 30+ days since our original renewal notice for an updated Order form and it’s affecting our quarterly budgeting. Help please! 

Michael_Cooksey
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I’m also having difficulty hearing back from the Renewals team. @Michael_Cooksey we’ve been waiting over 30+ days since our original renewal notice for an updated Order form and it’s affecting our quarterly budgeting. Help please! 

Hello @uxom -- Thank you for your post. I am so sorry you have been experiencing communication difficulties. I will escalate this issue internally and keep you posted via email. 

It’s Friday afternoon here, so we may not know more until next week. Thank you for your patience thus far, and I will commit to seeing this through internally for you. 

Michael_Cooksey
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@uxom -- a quick update to say I did escalate your concerns internally, and I’ve been in touch with the team responsible for getting back to you. We are working on getting a ticket filed to review requested changes. I will continue to push internally and keep you posted as I hear more. 

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I am experiencing absysmall behavior from Qualtrics. I am a brand administrator for the Department of Law and Criminology at Royal Holloway, University of London and an academic (giovanni.travaglino@rhul.ac.uk). The entire department has lost access to the accounts, likely because the invoice was sent to an email address of a different brand administrator who meanwhile has left our department. This is the reason why I am writing from a personal email.

 

Our account was blocked on Feb 9th 2024. Since then it has proved IMPOSSIBLE to regain access to it. We are more than willing to pay. However, although we have contacted the sale teams, the support teams, and phoned several times we have received no invoice, no information, no solution, no support. 

 

This is the most byzarre way I have ever seen a company behave. We are trying to pay them to get our services but we ABSOLUTELY cannot find a way to do so. Without our accounts our research has been halted (in some instances during data collection), our teaching has been impacted and our students are unable to complete their dissertations. 

 

We need help to regain access to our accounts immediately. 

Michael_Cooksey
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@Giovanni -- Thank you so much for letting me know about this situation, and for providing me the details on what has been happening. I can certainly see why this would be frustrating, and I apologize for the unnecessary stress caused. 

I am escalating your issue internally right now, and will commit to seeing this through for you. 

I will also send you an email to the account you used to register for the XM Community. 

Again, please accept my apologies for the lack of outreach on our side. Stay tuned! 

Michael_Cooksey
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@Giovanni -- Thank you so much for letting me know about this situation, and for providing me the details on what has been happening. I can certainly see why this would be frustrating, and I apologize for the unnecessary stress caused. 

I am escalating your issue internally right now, and will commit to seeing this through for you. 

I will also send you an email to the account you used to register for the XM Community. 

Again, please accept my apologies for the lack of outreach on our side. Stay tuned! 

@Giovanni -- closing the loop here for us. In our email thread, we confirmed that we are all sorted now, and that your accounts are not in danger of being turned off. 

Please let me know if any additional assistance is needed with this issue. Thank you for allowing me to help this week! 

M
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I am having the same situation with not hearing back after sending emails about my license renewal.  My current license will expire soon and I can’t afford to not have access to the account since we have ongoing active research projects.  Can you help me with having someone contact me and also send the license renewal to me?

 

Thank you in advance for any help with this matter.

Michael_Cooksey
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Hello @MERA1008 -- thank you for your post, and I’m so sorry you have not heard back from us yet. I will escalate this internally and do some research, and then get back to you with more info. I will also send you an email to the email address we have on file for you with more. Thank you!

Michael_Cooksey
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Hello again @MERA1008 -- The team tells me they have reached out to you regarding your renewal and will provide assistance to you directly. Hope this helps!

E
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Hi @Michael_Cooksey, we in TrueLayer are also waiting on our account manager and renewals team response for 12 days now. Can you help us here please?
Thank you!

Michael_Cooksey
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Hello @elizavetashevchenko -- I’d be happy to help. I am so sorry to read about the delay, and apologize for any frustration caused. 

Filing an escalation ticket for you now, and will also follow up via email (using the email address we have on file for you). 

Will update you with more very soon!

Michael_Cooksey
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@elizavetashevchenko -- The team tells me they have reached out to you regarding the renewal. I followed up with you via email, as well. When you have a moment, please do let me know if the team did in fact make contact. Thank you!

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Thanks @Michael_Cooksey ! Yes, I heard back from them 🙂

Michael_Cooksey
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Thanks @Michael_Cooksey ! Yes, I heard back from them 🙂

Great! Glad contact has been made. Please feel free to email me if I can help in any other way!

S
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Hi, I upgraded from a free account to the CoreXM account on Saturday. My credit card has been charged. The charge is noted in my billing area on Qualtrics. Yet, my account has not been upgraded and it’s been more than 36 hours. I’m waiting to add a few more questions to a pilot survey annd send it out to testers, and I paid $1440 to do so… only to wait this long.
 

I’ve been searching and searching the guides for answers and am finding nothing. Am I supposed to delete my free account and download all of my existing surveys only to upload them again?

How can this be resolved asap?

It’s bad service to pay a huge license fee and then not get upgraded immediately, nor be sent any information about when the upgrade will occur.

 

thank you.

Michael_Cooksey
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Hello @SaraGatherInsight -- Thank you for your post, and your DM. I am very sorry to hear about the experience thus far with the upgrade; this is definitely not the experience we want customers to have.

I will file an escalation ticket for you right now, and also send an email to you (to the email address we have on file for you). 

My goal is to get this resolved for you asap. I will also tag my colleage @AmaraW to assist, too.

 

AmaraW
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Hi there @SaraGatherInsight: I just wanted to comment here for visibility. Our internal teams are actively working on this issue and expect a resolution by the end of the day.

BJohansen
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I am having the same issue - every phone number and email I have either declines or comes back undelivered. I even attempted reaching out to support to see if they could help with my renewal difficulties, and I’ve had no luck. I know that Qualtrics went through layoffs, but are there any renewals or contract specialists still in place? And if so, how are we meant to get a hold of them?

 

Michael_Cooksey
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Userlevel 7
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I am having the same issue - every phone number and email I have either declines or comes back undelivered. I even attempted reaching out to support to see if they could help with my renewal difficulties, and I’ve had no luck. I know that Qualtrics went through layoffs, but are there any renewals or contract specialists still in place? And if so, how are we meant to get a hold of them?

 

Hello @BJohansen -- Thank you for your comment here, I am very sorry to read you have been experiencing similar issues to others. I will file an escalation ticket for you, and also send you an email to the email address I have on file for you. Please be on the lookout for more from me shortly, and again, please accept my apologies for any unnecessary stress caused by the communication difficulties.

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