We currently have 15 active Sketchup Pro seats.
We are trying to add new seats to our account and the website no longer has the Manage seats option. Instead, it gives a prompt to contact Sales Team. Clicking the link leads to requiring filling out an online ticket.
In spite of my description in the ticket explaining that “we used to be able to add seats with the account and we can no longer add seats anymore - why?”, I had to repeat myself to two different customer service reps who took on the ticket. One of them giving me a tutorial as to how to add seats on the website - clearly not understanding what my issue was.
Finally decided to call in and I spoke to Customer Support who tells me that Sketchup back-end has switched and they disabled the feature to add seats. Sketchup was supposed to have sent out communications about this. I didn’t see any in my email. And looks like the previous two Support staff who answered my ticket didn’t know either.
I told him I had opened the online ticket assuming it was going to the Sales Team - but he tells me the ticket is still percolating with “technical support”. He offered to forward the ticket to the Sales Team but told me I should still call because of our urgency due to new employees already starting.
Calling the Sales Team line - another issue - no one answers the phone - asking you to leave a message (during office hours, not after hours).
Customer Support himself was sympathizing with me saying “you’re only trying to give us money - it’s shouldn’t be this hard!”
It’s been 4 days now - initially tried to add seats on Jan 4 unsuccessfully.