No response - high staff turn over?

[James Hadfield]

Is it normal for Atlassian to not respond or is my experience unique?  Is it high staff turn over or just poor communication - agents appear jump on with enthusiasm to help but then do not follow through with what they commit to and stop replying.  I have tried emailing, no response I have tried calling and can not be put through. 

Honestly I am out of options

[Harald Seyr]

Hi @James Hadfield ,

very sad, but "welcome to the club". Atlassian seems to be a broken company. There seem to some very motivated people that try their best, but they seem to be powerless in disfunctional organisation.

Features are announced, moved to some "beta early access" and then postponed to infinity.

Maybe the same happens with your requests.

If you are lost and need good support, the last resort can be to upgrade to "premium" plan what moves you to a higher importance level inside the atlassian process world. If you manage to solve you issue in the one month trial period, you can downgrade after the issue is solved and have no extra costs.

Regards,

Harald

[James Hadfield]

Thanks Harald, interesting business model. 

Adding to the frustration - In my case I am on Enterprise but still not getting a response. 

[James Hadfield]

Update to my experience

You can not even call anymore the phone disconnects whilst on hold

Even pressing two for reception, you get an automated message saying no one is able to take your call. 

No one responds to emails - or monitors the community. 

[James Hadfield]

It fair to conclude Atlassian have lost control of their service - no response to emails and no phone support. 

[Dave Mathijs]

Hi @James Hadfield ,

In the cases where I have been in touch with Atlassian Support lately, the response and follow-up times where acceptable. I do notice follow-up by different agents though, but they respond in a timely and kind manner.