We're evaluating OneTrust for a potential renewal, but I'm getting worried. Our team has submitted a few support tickets over the last couple months. Simple things like clarifying a module setting or a billing question.
Every single one takes multiple weeks to get a real answer, just a generic "we're looking into it" in between. Is this normal now? I remember reading older reviews where support was a strong point. Looking for recent experiences—are we an outlier or is this the current state?
Trying to figure it out.
Oh, I'm so glad you posted this. Our team has been seeing the exact same pattern over the last six months or so, and we were starting to wonder if it was just us. It's definitely not isolated.
We had a ticket open for nearly three weeks asking for clarification on a specific consent capture setting. We kept getting those auto-updates saying our case was "under review," but no real progress. It only moved when we started @-mentioning our account manager in the ticket comments, which feels like a bad process to have to rely on.
The older reviews praising support are what sold us initially too. It's disappointing. Curious if others have found any specific paths (like a certain portal or contact method) that get faster responses lately?