WORST CUSTOMER SERVICE IN THE WORLD

What are the best aspects of this product?

good, secure, reliable cloud system. easy to use. Files stored in the cloud and copy on your computer. When you modify files on your computer, it automatically synchronizes to the cloud

What aspects are problematic or could work better?

if you encounter a difficulty, you will experience extreme aggravation in attempting to get help, made worse by the fact that they created the difficulty:
1. you call the general help number
2. they waste your time giving you useless information before permitting you to request technical support
3. customer service comes on the line with no awareness of the ID info they required in the previous step
4. customer service tells you to explain the problem so they can connect you to the right department
5. they connect you to hold
6. no one ever comes onto the line, and you are forced to listen to "soothing" hold music that is only more infuriating as you watch the minutes tick by toward your deadline
7. you give up and repeat from step 1
8. when you complain about the above to customer service, they tell you they have a high call volume-this translates to "we did not hire enough people to address the issues we are creating for our users"
9. they send you an email telling you to expect assistance within 8 hours, which is only 7 hours and 55 minutes too late
-note: on the plus side, they do have at least one competent and responsive tech support person
-note: they also refer you to their "knowledgebase" which comprises a million different issues and their "solutions" that I cannot possibly sort through to figure out which tech-speak, if any, translates to my issue

What features/services would you like to see in future versions of this product?

actual tech support providing actual help promptly without unnecessary aggravation

What specific problems in your company were solved by this product?

we needed a reputable cloud system-sharefile is citrix-owned and we used citrix at my old office. I believe they provide a very high-quality product

Are you a current user of this product?

Yes