[jnovak]

I have noticed that it takes quite a time to reply to my support requests, usually at least a day... even when I mark the request status as "High" !

This is quite frustrating especially when you have a problem that needs a reply fairly promptly.

Any idea if this is normal or just a passing fad ?!

[bloodycat]

It appears that they fix the problem first and then respond. I had similar thoughts last week, the response when it came explained that they had had to contact an external supplier for a solution (which explains the delay).
From an end-user point of view it would have been nice if they sent progress reports to reassure you that it is being looked at and not dissappeared into a black hole.

[astecnica]

Unfortunately this is affecting me as well which is dissappointing as I have always been really happy with the support in the past. Certainly considerably better then other companies I have used in the past. However its been a couple of days now since I opened a ticket and I am still waiting.

Hopefully this is just a passing fad.

[Tom]

Hi All,

Would like to apologise for the delay that some customers are seeing with tickets.

This is due to a small backlog of tickets that we are currently working through as quick as possible.

Please accept our apologies for this.

Tom

[jnovak]

I posted a comment on one of my support tickets on 8-Sept and still have had no reply to close it off as yet ... 5 days later - that must be one-long backlog or has it disappeared into a black-hole !?

[Tom]

jnovak,

The only ticket open for you is pending-close. Could you post an update and we'll take a look.

Tom