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Few thoughts about support service

Discussion in 'Archive' started by Draghar, Apr 27, 2015.

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  1. Glaeran

    Glaeran User

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    hello,

    i'm not sure whether it's the correct place to address my thoughts, if not feel free to move it to place it should belong.

    my story sounds pretty simple, on 8th of april so 19 days ago i posted a rocket in support service, the next day so on 9th of april i received a small answer from gm asking me to fill up some kind of form which i did on the same day. since that time there's complete silence from your side, so it's been 18 days of silence, what is more 4 days ago i sent another reply to same ticket asking what's going on which remains without reply.

    the agreement states that support should resolve a ticket within 14 days of submit, so there's already 5 days of delay from that day, and it's nothing bad. i'm not somehow super mad or whatever since i understand that you guys sometimes have bigger things to deal with and there's probably tons of tickets which requires solution.

    however it would be nice to receive any feedback, even if it's about "sorry but we need some time more to resolve your problem". at the moment it sounds like you completely ignore the ticket and simply avoid to resolve it.

    in cases like this everything is better than silence so it would be nice of you to keep people informed what's going on with their problems

    regards.
     
    undresspipe likes this.
  2. DeepBlue

    DeepBlue Head Moderator (EU) Head moderator

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    hello,

    as we have advised numerous times throughout multiple threads, if you have a ticket that has taken longer then the 14 working days rather the opening new threads please just send one of us a private message with your ticket number so that we see it quicker without having to search through threads and we can pass this on to the support team to be checked.

    regards.
     
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