DES Customer Support staff doesn't have access to the DROS data?

[shark92651]

Anybody else reported a problem with the DES system and the support person has asked you to fax/email them a copy of the printed DROS? They actually told us that they don't have access to the system so that they can see the same information we are looking at on our screens. We need to print the DROS from THEIR system and send it to them so that they can look into our issues - seriously?

Our assumption here is that they never envisioned that the support staff would have to answer so many questions about specific DROS issues due to the many bugs in the new system, as if they assumed they would be there mostly to help people figure out how to log on or to reset passwords.

[t-1]

Anybody else reported a problem with the DES system and the support person has asked you to fax/email them a copy of the printed DROS? They actually told us that they don't have access to the system so that they can see the same information we are looking at on our screens. We need to print the DROS from THEIR system and send it to them so that they can look into our issues - seriously?

Our assumption here is that they never envisioned that the support staff would have to answer so many questions about specific DROS issues due to the many bugs in the new system, as if they assumed they would be there mostly to help people figure out how to log on or to reset passwords.

I called them yesterday (the first day I actually logged onto the new system) and they read one off to me no problem. I had three transactions before the change over and wanted to print out copies off the "old" system and that site was obviously closed--called the new DES, they got me all handled and actually read me info off a DROS I did last month.

May depend on who answers the phone--the girl I talked to sounded young and was squared away with the new system (or at least answered all the questions I had)