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
  • 933 views
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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

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?

 

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.

Thank you Michael, I really appreciate your responsiveness!

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.

Thank you Michael, I really appreciate your responsiveness!

It’s absolutely my pleasure to help. I hope to know more today. 

Michael_Cooksey
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Userlevel 7
Badge +31

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.

Thank you Michael, I really appreciate your responsiveness!

It’s absolutely my pleasure to help. I hope to know more today. 

@BJohansen -- I just heard from our team that they have made outreach regarding renewal. They assure me everything should be in order now, but please let me know if you feel we have not resolved this to full satisfaction yet!

C
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Hello,

Could I also get assistance in reaching out to someone? I have been emailing since early March to get in contact with our Qualtrics point of contact and he has not answered my emails.

I have even tried emailing the renewals team after I was advised to reach out to them and I have not heard back.

Our renewal will be due soon in April and I wanted to start the process early as our purchasing department has been slow. @Michael_Cooksey could you please assist in having someone reach out to me to start the renewal process?

 

Our lab simply cannot afford to be without Qualtrics at this moment. Please assist in escalating this!

Michael_Cooksey
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Userlevel 7
Badge +31

Hello,

Could I also get assistance in reaching out to someone? I have been emailing since early March to get in contact with our Qualtrics point of contact and he has not answered my emails.

I have even tried emailing the renewals team after I was advised to reach out to them and I have not heard back.

Our renewal will be due soon in April and I wanted to start the process early as our purchasing department has been slow. @Michael_Cooksey could you please assist in having someone reach out to me to start the renewal process?

 

Our lab simply cannot afford to be without Qualtrics at this moment. Please assist in escalating this!

Hello @CC_lab -- I am so sorry to read you have been experiencing issues. I’d be more than happy to help. I will file an internal escalation ticket now. 

Additionally, I will send an email to you using the address we have on file, so we can communicate there, as well. 

Please accept my apologies for this situation! I am committed to seeing this through for you.

M
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Hi @Michael_Cooksey ,

I am also having issues getting ahold of someone to renew my bill. I have called a number and was told it was no longer in service. I have even contacted your service people to no avail. I even tried the sales team. Is there any chance you can help me?

Amber Smrek

Michael_Cooksey
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Userlevel 7
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Hi @Michael_Cooksey ,

I am also having issues getting ahold of someone to renew my bill. I have called a number and was told it was no longer in service. I have even contacted your service people to no avail. I even tried the sales team. Is there any chance you can help me?

Amber Smrek

Hi there, thanks so much for your post, and apologies for any troubles you are experiencing receiving assistance. I will file an escalation ticket for you now, and also email you using the email address you used to create your Community account. 

Michael_Cooksey
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Userlevel 7
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This topic is now closed for further comments. If you need help reaching the Qualtrics renewals team, please use the Customer Hub to file an escalation ticket directly with that team:

https://support-portal.qualtrics.com/my-information

Unfortunately, because the Hub is tied to the Qualtrics login, you will not be able to access the Hub if your Qualtrics login does not work, or your account has been disabled. However, customers can always still get in contact with support by clicking “Can’t login or don’t have an account?” on the Hub login screen. Support will then assist with making sure customers are connected with Qualtrics team members who can assist.

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