This process can get better on our end and AME end, we are committed to work with them to understand our expectations.

My computer was locked out. They were able to help me get back into my computer withing 1 minute. I'm impressed and appreciate the help!

I believe AME does a good job with the information they are given. I am not sure if this survey is for my general experience or if it is specific to a ticket.

1. Pre-check and Research Client Issues: Before reaching out to clients, I suggest conducting a thorough review of the issues they’ve raised. I’ve reached out multiple times via email regarding the same problem, and despite trying various solutions with support, the issue was only resolved when I suggested reinstalling OneDrive. I eventually had to solve the problem myself after spending considerable time researching. Initially, I trusted your team would address this quickly, but it took much longer than expected.2. Phone Support Quality: The phone support quality was subpar. There were frequent issues with the connection, making it difficult to understand the representative. I recommend reviewing the phone system to improve clarity and ensure a smoother experience for customers.3. Ticketing System: For the same issue, I had to open three separate tickets, with no way to directly connect with the person helping me. It would be beneficial if your system allowed for seamless communication with the same support person, especially for ongoing issues. When a problem isn’t resolved in one session, having to submit a new ticket every time is inefficient.4. Alternative Contact Options: In cases where the assigned support representative is unavailable, it would be helpful to provide an alternative contact method—such as reaching out to their supervisor or another team member. This would help avoid the need to repeat the issue from the beginning, saving valuable time.

Keith was very helpful getting some additional licenses to have access to encrypted email. We had a bit of a challenge getting this to work on a MAC, however, Keith was able to get us instructions to get this working!

Professional, Timely, and Helpful

I was helped right away and they knew what they were doing and were very quick at it. The only thing is in my case, if it was done a little slower, I would be more likely to remember what was done and it would be less likely that I might have to call again. But, they were very quick to help and that was great.

Jeremy was at the appointment on time, he identified the issue and resolved my problem!

I had a problem with Teams Meetings. Lauren investigated it and found the problem. She followed up with the correct pricing. It was a pleasant experience.

Prompt response and provided exactly what I needed.