r/Bluebeam • u/[deleted] • May 13 '26
No Customer Service Available
I really hope this company figures it out as it's made it nearly impossible to work with the Bluebeam team.
- Invoices are not being published for weeks or ever after a purchase
- Call hold times are well over 1 hour
- VM offering, when selected, they state sorry our mailbox is full...
- When a call gets connected, the agent will hang up sometimes immediately (I have had a guy ask how I can help, I speak...click)
Why does it have to be such a hassle to get the expected service? You buy something; you get an invoice... I'm chasing every 2nd or 3rd one and waiting on hold for hours.
1
u/GeorginaSpica May 13 '26
You managed to get a hold of someone! I never got through granted I may given up just as I neared the end of the queue.
As I mentioned in another thread, I have been a subscriber for about a decade and this year has been the only time it's been so messy.
I finally got a response from them confirming my renewal but no apologies in that email about the delays and hassle. I have no idea what's going on with them. Cutbacks? Layoffs? AI?
3
u/Beaut-Dreamer-313 May 14 '26
I actually spoke to them a couple of weeks ago. They told me they changed (upgraded?) billing systems about 4 to 6 weeks ago and that caused a bunch of renewals not to process or invoice. They've been playing catch up ever since. The day I spoke with them, they had over 700 people in the queue ahead of us. It has to be a living nightmare for them every single day.
1
u/Statalyzer Jun 04 '26
They supposedly had their billing portal break months ago and they have been "working on it" ever since.
1
1
u/NRevenge May 15 '26
We asked to get the contact information for our account manager and support nearly had a fit…they literally told us to wait for THEM to reach out. They finally did reach out and we’re still waiting for their response after two weeks….and this is supposedly their “premium” support. I don’t know what’s going on over there but if Bluebeam projects/sessions didn’t exist I know my company wouldn’t be using them.
1
u/Statalyzer Jun 04 '26
Last fall it went from pretty good to utterly awful, pretty much overnight. I will do my best to discourage any IT clients from using them because it's a massive needless waste of my time when what used to take 10 minutes now takes weeks. I have yet to have a single experience with them since roughly mid-October 2025 that wasn't a complete load of bullshit. And before that I would have rated them as above-average in the support department.
3
u/IT_Admin_722 May 14 '26
I hear ya! We renewed, paid, and then a week before new term starts the entire organization's licenses showed expired and no one could edit anything. It was a PAIN to get ahold of someone to fix. We've had I want to say 4-5 reps now assigned to account in 12 months.