No response from Customer Support. Am I the only one? :(

[pyretta]

Hi guys,

I just wondered if anyone else is having problems contacting Customer Support? I've opened tickets over the past 3 weeks but haven't received a reply to any of them.

[pyretta]

P.S.

I meant to add that i've emailed them to, to no avail.

[bykimbo]

That's pretty unusual. Your reference to tickets suggests you've got the automatic reply with a ticket number, is that right? But nothing since? Are they questions to which you'd expect a quick answer, such as "how do I do this?" or are they more philosophical along the lines of "can you make the site do this"?

[pyretta]

Hi Kimbo,

Thanks for responding. Yep, i've received 2 auto replies, but no response after that. I was asking about my account - not sure if that was why i've not received a reply? Do they normally not respond to all queries?

[lofty100e]

They usually reply, have you checked the spam folders? Or alternativley they may have just rectified the problem and not got back to you.

[bykimbo]

Hi Kimbo,

Thanks for responding. Yep, i've received 2 auto replies, but no response after that. I was asking about my account - not sure if that was why i've not received a reply? Do they normally not respond to all queries?

I would say they always respond, but that non-specific queries can take longer. But even they get some sort of answer as a rule. I think they all come from the same address, but I would check your spam traps carefully just in case the manual replies are triggering something. I'd definitely reply to the auto-ticket on at least once and explain that you're concerned you're not getting answers... then watch everything coming in for 48 hours, check every piece of spam, just in case!

If that produces nothing, then wave again in here, perhaps starting a new thread and putting "attn Gazza" in the title.

Best I can think of for now!

Hope you get it sorted soon - I really have found support here to be more human and more helpful than anywhere else, and I'd hate to think that was falling off with the work load growing.

[pyretta]

Thanks Kim and Lofty. Yep i've done all that, so i'll start a thread here in the hope they'll respond. Wish me luck!

[e_nviable]

On the other side of the coin, I have nothing but praise for the helpdesk.

I sent them a request at 12.31pm yesterday - got a reply with my ticket number at 12.42pm and a further email at 15:06 pm granting my wish and making the adjustment requested I'm one happy bunny

Gazza & Mark.......... thank you xx you're the bees knees !

e

[e_nviable]

Hi Kimbo,

Thanks for responding. Yep, i've received 2 auto replies, but no response after that. I was asking about my account - not sure if that was why i've not received a reply? Do they normally not respond to all queries?

FAQ, on the help pages, states that you will not receive a reply from support if the answer to your question can be found there, or on the Forums.

Maybe this is the reason .........

e

[pyretta]

Nope, it's definately not that.