The longest I have waited is about 3 days and the shortest was about 2 hours.

The longest I have waited is about 3 days and the shortest was about 2 hours. Although, I haven't had but 3-4 customer support issues at most though. I really don't mind the wait, but not knowing or having a way to track status is frustrating. That update answer though is the result of the initial problem you brought up. People get frustrated when they don't hear anything and email again which appears to add to the problem. The issue with subject being changed can be solved, or at least significantly reduced, fairly easily by using a trouble ticket system that automatically adds a ticket number. The update seems to confirm your initial assumption that whatever system they are currently using is simply not working for the size of their company and the number of requests they are receiving. I was looking at their Twitter feed based on your comment and was actually amazed at how much of a problem it apparently is for them.

Posted by jeffmould on Jun 18, 2015, 1:04 AM

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• support (Other)

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