HiTower
Teamers... Let me first say I'm not posting this to inspire a thread for complaints. I'm just trying to get an idea of what's happening. With my disclaimer out there, here's my situation. I submitted a ticket on September 12th about a crash. There was a quick response that asked for my crash report, and I posted it. It was responded to after 4 days and I replied to that 2 days after on September 22nd. There still hasn't been a reply to the problem. I've noticed other users are experiencing similar lengths in response to tickets. Just wondering if you all are swamped or if there's something else going on we should know about that's contributing to the longer than normal response times?
Just posting this here so you all have a fair shake in telling us why there's such a long response time with support tickets. Thanks.
Just posting this here so you all have a fair shake in telling us why there's such a long response time with support tickets. Thanks.
geposted Wed 08 Oct 08 @ 1:04 am
mp3jrick
You're question was answered 4 days ago.
"We keep your ticket open because the dev staff is still working on it."
There are only a couple of guys who can read the crash report and know why.
Sometimes there isn't an immediate answer as it takes time to figure out.
"We keep your ticket open because the dev staff is still working on it."
There are only a couple of guys who can read the crash report and know why.
Sometimes there isn't an immediate answer as it takes time to figure out.
geposted Wed 08 Oct 08 @ 8:57 am
HiTower
That response was a reply to my inquiry of why I haven't heard anything in 11 days after my reply to a troubleshooting question. My concern is with why it's taking so long to get an answer to my crash. I appreciate your answer to why there is a delay. Even though your reply started with an attempt to make me look impatient.
geposted Fri 10 Oct 08 @ 2:06 am
mp3jrick
HiTower wrote :
There was a quick response that asked for my crash report, and I posted it. It was responded to after 4 days and I replied to that 2 days after on September 22nd. There still hasn't been a reply to the problem.
I was not trying to make you look impatient, but there were other answers posted after the 22nd which you have not replied to.
Instead, despite your disclaimer, you have chosen to drag the lab through the mud like you have been ignored.
I explained the delay in a accurate honest way not disputing a delay.
In the lab, we are all working really hard to keep up with tickets and accurate answers to user problems.
As I said, crash guard reports take time to figure out sometimes unless they have been discovered before.
If you would care to add comments to the existing ticket, the assigned teamer could communicate with you.
If you do not, the ticket will not appear again as it's status is listed as "answered"
Peace
geposted Fri 10 Oct 08 @ 4:54 am
HiTower
You quoted me saying, "There still hasn't been a reply to my problem." The response was not to my problem. I should've been more specific and said crash. I can see how the interpretation of "problem" could be seen as me having a problem with response time. My problem is with the crash.
You are correct when you said I didn't reply after the 22nd. From support staff - "We keep your ticket open because the dev staff is still working on it." This was the only response I have in my ticket after the 22nd. I didn't think I needed to respond because there wasn't a question. Just a statement saying you all are still working on it. Since you told me that I have to respond to keep my ticket open, I have learned something and will respond to keep it open.
I honestly had no intention of dragging the support team through the mud. I don't think I did either. I noticed a lot of complaints regarding support response times and thought if you all could explain publicly why it was taking so long, it would help users with unresolved tickets understand why there is a delay. I learned that no matter what comes from the support staff, it needs to be responded to in order to keep the ticket open if the problem/crash is not resolved. This is probably news to more users than just me. You explained that just because we don't hear from you all doesn't mean you're not trying. A little peace of mind for those of us with open tickets that take awhile to dissect.
Touchy subject...no bashing either way... good answers... learned something... no swearing... I think this qualifies as an adult conversaition, lol! Thanks for the response's.
You are correct when you said I didn't reply after the 22nd. From support staff - "We keep your ticket open because the dev staff is still working on it." This was the only response I have in my ticket after the 22nd. I didn't think I needed to respond because there wasn't a question. Just a statement saying you all are still working on it. Since you told me that I have to respond to keep my ticket open, I have learned something and will respond to keep it open.
I honestly had no intention of dragging the support team through the mud. I don't think I did either. I noticed a lot of complaints regarding support response times and thought if you all could explain publicly why it was taking so long, it would help users with unresolved tickets understand why there is a delay. I learned that no matter what comes from the support staff, it needs to be responded to in order to keep the ticket open if the problem/crash is not resolved. This is probably news to more users than just me. You explained that just because we don't hear from you all doesn't mean you're not trying. A little peace of mind for those of us with open tickets that take awhile to dissect.
Touchy subject...no bashing either way... good answers... learned something... no swearing... I think this qualifies as an adult conversaition, lol! Thanks for the response's.
geposted Mon 13 Oct 08 @ 11:25 pm