Last Thursday a driver's load confirmation vanished right before pickup and Maya in Dr Dispatch support jumped on a call within ten minutes, walked me through recreating the paperwork, and didn't hang up until the load showed in the driver's app. With 25 trucks across the Midwest and six years of dispatching behind me, that kind of patient, get-it-done help won me over - 4/5.
...and the support promised callbacks that never came, so three of my trucks sat idle all day and we lost close to a grand. Tickets were marked “resolved” with no fix and live chat gave canned replies - after 22 years running trucks in the Northeast I’ve never seen customer service this bad.
The support team is the reason I stuck with Dr Dispatch - fast answers and people who actually know trucking. Had a messed-up BOL mid-route and they jumped on a screen share, corrected the load details and emailed the driver the fixed paperwork in under an hour, which for a small five-truck outfit in the Pacific Northwest meant we didn’t miss a run. The interface could be cleaner and a couple features feel old-school, but reliable, reachable support keeps it usable day-to-day, so I'm giving it four stars.
Had a billing snafu and the support team actually picked up the phone within ten minutes - rare and instantly calming. The rep walked me through the invoice line-by-line, sent a corrected CSV that dropped straight into our accounting, and even set up a tiny custom report so I won't chase that same issue next month; saved me an afternoon. I run 20 trucks in the Northeast and after three years fiddling with other dispatch tools, that hands-on help is what made me happiest. Not flawless as a TMS, but their human response matters more to my operation than extra bells. Four stars.
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