Support ticket #15615 ignored

[epoch]

Hi

 

I require a response to 15615 (billing/sales). Logged in July - ignored ever since.

 

 

Would appreciate someone dealing with it.

 

 

Thanks.

[EtherealN]

Note that bumping yourself in the ticket system does the exact opposite of what you want it to do. Tickets are not being ignored, but staff are under an unusual load and the queues are long. See the sticky threads for more information.

 

Regarding your specific case, there are two things to notice:

 

If you have, or have had, several accounts, check if you received an e-mail regarding account mergers. Eagle Dynamics sent out one along with the DCS World release. This allows merger of all your accounts in proper order.

 

Also note that if serial number information and similar is not linked in the order history page, it is still present in the download links, assuming the purchase was made on that account. Have you checked whether there is an account with a "1" after it, in case the previous account merger did not work due to disparate user information?

[epoch]

Thanks for the reply. I found the Warthog purchase by adding '1' to the username as you suggested - thanks for that. Flaming Cliffs still not found.

 

No email re. the merger, though I am aware that my issue is linked to multiple accounts pre-merger.

 

Note that bumping yourself in the ticket system does the exact opposite of what you want it to do.

 

Noted, with astonishment. Do you speak on behalf of the vendor when you suggest that a paying customer who is not satisfied with the vendor's response has their query deliberately delayed further?

 

I'll "bump" the ticket with the info regarding the additional account, and wait patiently.

 

Thanks again.

[PeterP]

Flaming Cliffs still not found.

 

did you tried to login on this site? http://lockon.co.uk/index.php?end_pos=1322&scr=shop

[EtherealN]

Noted, with astonishment. Do you speak on behalf of the vendor when you suggest that a paying customer who is not satisfied with the vendor's response has their query deliberately delayed further?

 

The reason for this isn't to punish bumping, it is purely technical. (It is possible to avoid this problem by sorting tickets on creation date, but this makes it extremely difficult to get any oversight due to differing clearance types etcetera, thus, might easily cause even larger problems since response times will become extremely chaotic. So in the end it would just replace one problem with another.)

 

Normally this is not a problem at all, since most of the time the number of tickets in the system is such that the 48h timeframe works. Thus, changing this would essentially replace what is usually not a problem at all with something that will become a problem for all time.

 

(One caveat: I'm not an expert on the system used, this is just my personal, pseudo-amateurish understanding of it.)

 

Regarding FC2, that is not a DCS product, therefore you'll not find it on the DCS site - and never have. You'll find the information regarding that product on the lockon.ru site.

[G-Lock91]

Having to wait a month and change is typical. Not the best CS around here but as mentioned it all goes back to "having a big workload" Need to find a better way to deal with the tickets IMO.

[epoch]

Thanks for the explanations, and the advice!

 

Cheers!