Respond time for user ticket?

[Ghanja]

Is there a certain "average respond time" for support tickets that are drawn throught the ED-site? A friend of mine sent a request last Wednesday and has not received an answer so far.

[EtherealN]

No.

 

However, if your friend would contact me with their case, including ticket number, I could ask. No guarantees though - skipping ahead of the line depends of course on the type of problem.

 

Do you know which problem your friend is having?

[Ghanja]

PM sent ... :-)

[MemphisBelle]

honorable EtherealN. But why does an unpayed Test Team member has to care about customer support? Taht doesnt makes sense. Why has ED implented a support ticket system when they dont check it for tickets?:doh:

[159th_Viper]

honorable EtherealN. But why does an unpayed Test Team member has to care about customer support? Taht doesnt makes sense. Why has ED implented a support ticket system when they dont check it for tickets?:doh:

 

And pray tell what is your interest in this matter?

 

If you have an outstanding support ticket, PM me with the details and I'll look into it. In the meantime quit spamming numerous threads in which you have no interest in except to complain about the support-system.

 

Ta

[MemphisBelle]

I gave up for any further discussion...someone knows why

Edited February 22, 2012 by MemphisBelle

[EtherealN]

Memphis, it's not part of any contract. As long as you can see the ticket when ou log in, staff knows about it because it's in the system. If it wasn't, you wouldn't be able to see it.

 

Relevant staff willget to it when they've gone through all requests that are ahead of you in the line.

[MemphisBelle]

Memphis, it's not part of any contract. As long as you can see the ticket when ou log in, staff knows about it because it's in the system. If it wasn't, you wouldn't be able to see it.

 

Relevant staff willget to it when they've gone through all requests that are ahead of you in the line.

 

 

hehehe, this question was ment rhetorical, anyways.

One thing that wonders me. When you say that one can only see the ticket because it´s in the System, then I am asking my self where is it when it´s not in the System? Is it deleted, parked, or finished? I am asking, because I was able to see the ticket right from the first second when I have created it.

 

To give an constructive feedback on the ticket system...

I think it needs some enhancements. If it really takes up to a week until someone has time to care about the issue, so this should be mentioned somewhere on the website. People wouldn´t then check the ticket several times a day. Consider this from an

endcustomers view: Someone´s creating a ticket in the hope of a quick help. And nothings would happen....wherefrom shall one know about how long to wait?

What would the customer Think? He´s start asking himself....well, you know what...

 

by the way, the priority selection is not working. It´s empty...no chance to set a priority.

 

to give an comparison on a Support Ticket system what I know from other businesses...

You create a ticket and will have a reply within 2 hours...24/7/365. Even if it´s a short notification about acknowledgement. That is what I know since a couple of years. They talk to their customers. And if things need time, so they let their customers know...result = everyone´s happy

[EtherealN]

Okey, how about this: I'll inquire about the exact details of how the system works once I get home (I am ccurrently abroad on my tablet, using hotel connections), and I'll make suggestions based on trying to replicate your usage scenario?

 

To be quite honest, your description does not seem to me different in any way to my own experience when I had to contact Corsair support due to some broken DIMMs, but I'll look into it just case I have missed something compared to non-russian companies.