I think it depends on the agent. During the years of using Qualtrics, I personally have had absolutely great experiences, and very frustrating ones, when an agent was either lacking knowledge, or was completely not understanding what a problem was about and suggesting something that we specifically mentioned we had already done. In some of the cases tickets were just dragging for a long time with going front and back.
If your issues is not resolved, I strongly suggest to contact CSM and AM and ask for this to be escalated. And don't forget to leave a corresponding feedback about the resolution. From my experience quality assurance is working quite good in Qualtrics and gets back to you to clarify what went wrong.

Hi CZMM - I am so sorry you had a poor experience with one of our Product Specialists! We definitely don't want you to feel this way. We highly encourage you to leave this type of feedback in the follow up survey you receive about your support interaction. This is the best process to follow, in order for our teams to improve in the future.

Well, if it was a one-time issue, I would not have taken the time to post here. There has been a noticeable shift. Either Qualtrics has recently hired a ton of new people without adequate training or current employees just haven't received adequate training on this new/replaced function: 'Add a referral website URL.' I've spoken to about 5 people this week and have gotten several pieces of conflicting information. One rep said they would escalate the issue and never did. Interestingly, out of the 5 people I spoke with this week, I only received feedback surveys for 2 of them.

Wow- I'm very surprised to read you have been recognized with the Silver Stevie Award winner for ‘Best Use of Technology in Customer Service’ - I have had the WORST time signing up for qualtrics for our research program. I've been mis-guided on which license to purchase, and spent the past 3 weeks trying to find SOMEONE from your group to respond without re-directing me to some static page. I've reached out to 4 people now / teams - all I need to do is change my license settings. one would think you would be able to do this on your own, but even with the "help" from your tech team- we're unable to do something as simple as this. I've had issues with your support in the last - 5 years ago- but this has been the worst by far. I can't believe you can run a business with such poor support and these artificial limits to basic accounts without the ability to upgrade easily. I'm looking forward to when another company provides a similar platform with better support. I typically don't write these reviews- I'm not one to complain- but this has been terrible. Worse than comcast.

Hello, RachelB -- thank you for your comment here, and alerting us that you've been experiencing issues. That is clearly not the experience we want you to have. I'm our new Head of Community here at Qualtrics, and I'm going to do some research internally to see if I can get this squared away for you. I'll also send you an email so you have my contact info. I sincerely apologize for any confusion or frustration you've experienced with Qualtrics so far, and the team will do what we can to make things right.

Hi RachelB, I wanted to close the loop on your post and make sure you did indeed receive the support I connected you with internally. Randy Hulme, who leads our Customer Success team that supports our Public Sector customers, replied to the email thread I started for you to address your concerns, and I see he followed up with you on April 13 once more to make sure everything was squared away now. Is there anything else I can do personally to help resolve your issues for you? Or are you all set now on the license type you need? Just want to make sure you're getting the best possible help and service.

I am experiencing TERRIBLE (non existent support).
My first interaction was regarding my licensing, which took time to be loaded to my profile. I received a disdainful reply back several days after my query. Telling me that if I looked on my profile I would see it was loaded. "Sure, I picked that up myself after a few days!".
I have sent 2 subsequent sales queries regarding a specific question type I need access to (which I am prepared to pay for). I receive the automated response back saying I will hear from someone. Nothing. The last query was logged on 16 April. I try access the support site and I get 404 errors with both Chrome and Edge.
I have NEVER experienced such poor support from a tech vendor - let alone one that is supposedly committed to customer experience.
Very bitter taste. If I don't hear back from you today, please just refund me. My sense of distributive justice has been pushed to the limits.

Hello PaulaS, thank you for your post here. First and foremost, I'm so terribly sorry for any confusion or frustration you've been experiencing getting support and timely communication. That is certainly not the way we want our customers to feel, and we are dedicated to providing the best customer experience possible. Again, I'm so sorry if that has not been the case here.
I'm going to email you now using the email address I have on file for you, and I'll do everything I can to make sure your concerns are addressed. Be on the lookout for an email from me momentarily.

I have been trying to get a resolution to my situation since the middle of November, 2023. After I paid for an upgraded account I no longer was able to access it. I reached out to customer service, finance, etc. and found no resolution. When it became apparent I was not going to get the timely resolution I needed, I sought to get a full refund and to have my account closed. 

In the meantime, I created a second, completely unassociated, paid account. Everything was working as it should with the second account...until Qualtrics refunded the money on my second account and downgraded it to a free account, when they should have done this action on the first account that I could no longer access. 

Per the recommendation on the refund invoice, I have reached out to the Invoice Department four separate times, while Cc-ing the two account executives for my account, with no response from anyone.  

So now I am in the situation where I’ve paid for an account that I can’t access (the first account) and one working account I’ve been using for surveys that has been functionally downgraded (the second account). 

I’m am posting this information publicly in hopes that someone at Qualtrics reads this and can take action on it because trying to find resolution through the proper channels is not working.

Hello @jdags -- I replied to your other thread but also want to acknowledge this post here. 

I will be following up with you via email shortly, but I will make sure we see this through to resolution for you. Please accept our apologies for a less than stellar experience. I have already escalated your issue internally. 

You -- and of course any customers on this thread -- can contact me here on the Community for any and all issues, and I will gladly help! 

This isssue has been resolved in this thread here.

Any and all Qualtrics customers on the XM Community are welcome to contact me via DM or by @ mentioning me here on the Community, and I will kick off an escalation process to assist to the best of my ability.