KH
Works, but takes a lot of work
Our business has been a customer since Sept 2015. We have 2 devices in a retail setting that have required monthly support tickets because of issues. Support responds rather quickly, however it's infuriating that there is not direct phone support - you submit an email ticket and then have to schedule a support call. The monthly subscription fee is more than our POS subscription costs that runs out whole business so it's hard to justify the ROI.
Response from EnplugApr 12, 2016
Hi Kali, I'm very sorry to hear you've had a rough experience getting started with Enplug. We aim to make our devices as easy to get up and running as possible, and clearly you didn't find that to be the case. I notice that you started with us in September, when we were first rolling out a new model of device and working out some kinks. From looking at your tickets, it looks like unfortunately you ran into the two separate issues we had around that time. We've released major software and hardware upgrades with our Device, Dashboard, and DisplayOS 4.0 to ensure the system is reliable and stable for every client worldwide. Regarding direct phone support, we are sorry you have had this experience. Since you've expressed how important this is to you, I'll email you personally to make sure we find a solution that works better for you. To explain our thoughts on phone support, we decided to replace general direct phone support with scheduling after doing a large volume of testing with our support processes. We found that allowing customers to schedule calls directly on our support team's calendar allowed us to help about 3 times as many people per day compared to direct phone support, since it eliminated missed calls, voicemails, and phone tag - making sure we got in contact with the right person on the first try. Again, I will reach out to you directly to make sure we are giving you the support you need to have a successful rollout of your digital Signage solution. Thank you, Colin Bovet and Team Enplug