I put a ticket in about my computer freezing up. Ben had me do a restart on the computer so it could run some kind of report. After the restart, my computer did not work at all and was completely froze up. Ben asked me a bunch of questions about what was on my screen and gave me several options to try. None worked and my computer remained frozen. Ben said he would let the field tech know about my situation and possibly have someone come out that day (Monday). The field tech Brian called while I was at lunch. My coworker talked to him and the information that he had about my computer was nothing that Ben and I had talked about. Brian said he was showing I had a working computer, which I did not. Brian had no intention of coming on site and fixing my computer. Another coworker of mine set up a temporary computer for me to use and ended up talking to Brian and getting him to remote into my computer. Brain set up a few basic things, email and slack. My coworker set up everything else. It was Friday before I had a newer, fully working computer. Ben set up a bunch of stuff and transferred some things from my old computer to my new computer. Brain told me my files would not be able be restored. Again, my coworker was able to recover all of my documents and files that AME staff told me was not accessible. Overall, the work that the AME staff did was not very helpful. Most of the issues were resolved by my own coworkers. AME staff never once came on site which in my opinion would have been beneficial since I am not a computer tech and find it hard to explain computer stuff over the phone.

The tech was polite and the service was great! He solved the problem very quickly.

Good customer service.

I called to see if there was an open ticket to complete the setup of a 2nd desktop for our gate personnel. I spoke with Wyatt initially. He was very patient with me as I was not involved in the initial setup of the machine so, I was not sure of a few things. He advised that he did not see an open ticket, so proceeded to open one to have someone call me back. Steve called less than an hour later and we setup a time for him to call back as I would need to go to another office to be at the computer since it is not at my desk. Steve called back at the designated time and was able to help me get everything running smoothly. Steve is always a pleasure to work with. He is knowledgeable and always answers any questions and resolves any issue that I may have. I never feel like I am being rushed to finish the call. Both Wyatt & Steve are very pleasant people to have in their respective areas. Great job!!!

Great response and Great help!

They responded to my ticket in a timely manner.

Steve is great, got to the bottom of my problem and even helped me with something else that I was having an issue with.

Always easy to get a hold of the AME team and they do everything they can over the phone to solve the problem. Our issue needed a technician on site and he was able to fix the problem within an hour of arriving. Thank you!

The representative was patient and helped me through every step.

Huge problem (authenticator, couldn't work), resolved in five minutes.