Customer Service

[Bill Graham]

This company has terrible customer service/ support. Following numerous requests with detailed information concerning issues with the software (Nitro Pro 11), I continue to receive feedback via email from support personnel that simply requests the same information for the issue I reported. They avoid addressing and correcting known issues by this delay tactic. Further, they do not answer phone calls. A recorded message requests your phone number and no one has yet to call me back. Also purchased the Cleverbridge software assurance plan for priority support. Following support ticket requests, Nitro claims they have no support relationship with Cleverbridge. 

Is anyone else having a similar experience?

[Mario Kevesic]

@Bill Graham I'm sorry to hear that your experience with Nitro Support hasn't been satisfactory. I can assure you that we try our best to exceed our customers expectations and always welcome customers' inputs on the ways to improve. I have reviewed your support case and there seems to be a bit of miscommunication between you and our Support Rep. He asked you four times to send information needed to troubleshoot your case since your initial ticket came in as blank, only showing subject: "Various: CleverbridgeSoftware Premium Support # 120483369." Each time you were asked to provide more information, you declined stating that you've already provided it. The fact is that we cannot find that information so we need your help in order to help you. Have you submitted more cases with another email address? If not, please respond to our Support Rep's questions in order to receive assistance. 

You are correct that we don't provide phone support. Email support is the fastest and most efficient way for us to troubleshoot issues since we can share screenshots and files. You're not correct that our recorded message requests your phone number as it explicitly states that we do not answer to voicemails and to submit a support ticket in order to receive assistance.