I think it depends on which platform. The old Maritz platform seems to be all but abandoned and KSS is doing the scheduling. You can't call, sending emails sometimes works, but the reply you get is anonymous, and you don't get the information you need, just a brush off. And the mobile app has been disabled, they FINALLY got it working right and smoothly, and now it's just gone. I had such high hopes when Ipsos took over, but my hopes have been dashed to pieces.
I've never had a problem with Ipsos Shopmetrics or Sassie schedulers or editors (at least not that I can remember). I did have some less than friendly conversations with the Schedulers on the Sassie platform, but that was when it was still GFK, and why I hadn't done much work for them for several years.
I honestly haven't tried to work much since the pandemic hit, I'm too old and my health is such that I limit my time out in the real world. And there wasn't much work except fast food shops that I didn't normally do anyway. Now that the gas station shops are back I'm starting slowly, but some of the changes, like the mobile app issue, have caused me some problems and made me give a few of them back.