drewr15•16d agoProlific Poster

Chasing down a software vendor's callback took 8 weeks for a simple API fix

I needed a single endpoint tweak for our billing integration, and their support kept bouncing me between three different teams with no progress. Has anyone else had a vendor drag out a fix that should have been a 2 day job?

3 comments

3 Comments

drew_jones3116d ago

Eight weeks for one endpoint? That's insane, I'd have lost my mind by week two.

hugos4616d agoMost Upvoted

and honestly the trick is to start documenting everything from day one. i keep a running log with dates, who i talked to, what they said, and any ticket numbers. after the third week with no movement on that endpoint i would have escalated to someone's manager and cc'd my account rep. most vendors have a "critical" flag for billing related stuff if you push hard enough, they just wont tell you about it unless you ask. the squeaky wheel gets the grease lol. also try reaching out on linkedin to their support managers, that usually gets things moving faster than the official channels.

jamief6716d ago

Gotta call you out a little here. An API fix that takes 8 weeks sounds annoying but is it really life or death? I've dealt with way worse wait times for basic stuff and it just meant I had to plan around it. You pay them, they set the schedule, that's pretty much how these corporate vendors work unfortunately. If the billing integration was still functional even with a kludge then this is more of a frustration than a real problem.