Support? or should I say llack of support?

[pii]

Does anyone know how to get in touch with support in a way that they will respond?

 

I've had a ticket open for receiving the wrong product for over a week and I haven't heard a peep form them. They claim "We aim to respond to you within 48 hours." but it looks more like everyone is on vacation because other than the auto reply email no one has done anything for my,now, 4 open tickets. The original one being opened on Feb 8 (11 days ago)

 

I've spent money and I'm a loyal customer who has bought everyone of their products and only wanted p51 to finish owning everyone of the products but their serious lack of service is really beginning to piss me off.

 

So if anyone can help I'd appreciate it

 

Thanks

[fitness88]

Does anyone know how to get in touch with support in a way that they will respond?

 

I've had a ticket open for receiving the wrong product for over a week and I haven't heard a peep form them. They claim "We aim to respond to you within 48 hours." but it looks more like everyone is on vacation because other than the auto reply email no one has done anything for my,now, 4 open tickets. The original one being opened on Feb 8 (11 days ago)

 

I've spent money and I'm a loyal customer who has bought everyone of their products and only wanted p51 to finish owning everyone of the products but their serious lack of service is really beginning to piss me off.

 

So if anyone can help I'd appreciate it

 

Thanks

 

I too have had a ticket open for a long time. I think there are too many beta problems keeping them very busy. Everyone has their own list of issues...what can you do:)

[pii]

I too have had a ticket open for a long time. I think there are too many beta problems keeping them very busy. Everyone has their own list of issues...what can you do:)

 

How long has yours been open and have you ever had one responded to and if so how long did it take?

 

Sounds like they need more help maybe I'll apply for the job

 

"what can you do"

Well i'm thinking of making a claim with PayPal to see if they can get my money back or at least get ED's attention.

[fitness88]

How long has yours been open and have you ever had one responded to and if so how long did it take?

 

 

From fitness88 (fitness 88) at 31.10.2012 15:18:13

response: From DesT (Andrei Ustinovich) at 12.11.2012 07:57:23

From fitness88 (fitness 88) at 13.11.2012 01:25:08

response:still open

 

Most tech info I get here in this forum so I don't send tickets anymore, but if it's about refunds then I guess you need to stay at it.

Edited February 19, 2013 by fitness88

[pii]

How long has yours been open and have you ever had one responded to and if so how long did it take?

 

 

From fitness88 (fitness 88) at 31.10.2012 15:18:13

response: From DesT (Andrei Ustinovich) at 12.11.2012 07:57:23

From fitness88 (fitness 88) at 13.11.2012 01:25:08

response:still open

 

Most tech info I get here in this forum so I don't send tickets anymore, but if it's about refunds then I guess you need to stay at it.

 

Yeah its about a purchase.

Oddly enough I got a response today saying they will refund me the money so now I hope that doesn't take another 11 days. I really like ED but they seem a little short staffed so I hope they aren't sinking.

[EtherealN]

http://forums.eagle.ru/showthread.php?t=91440

[pii]

http://forums.eagle.ru/showthread.php?t=91440

 

Thanks I looked all over and every search I did lead me back to the support ticket. Its kind of an odd system that puniches you though for asking about your status in the support ticket. Perhaps it would be more fair if the support staff sorted the request by ORIGINAL date.

 

Anyways I guess I need to post this over there. LOL :doh:

[EtherealN]

Thanks I looked all over and every search I did lead me back to the support ticket. Its kind of an odd system that puniches you though for asking about your status in the support ticket. Perhaps it would be more fair if the support staff sorted the request by ORIGINAL date.

 

Standard procedure, I've not seen any web-based customer hotline that does not do this - quick example from supports I've used lately include Blizzard Entertainment.

It's about being able to keep waiting times low from last interaction; sorting from original date would defeat that, and there are some other technical obstacles incurred from the fact of having to sort through hundreds of open tickets.

 

Anyways I guess I need to post this over there. LOL :doh:

 

Or PM me the ticket number and I'll look. :)

Edited February 20, 2013 by EtherealN

[pii]

Standard procedure, I've not seen any web-based customer hotline that does not do this - quick example from supports I've used lately include Blizzard Entertainment.

It's about being able to keep waiting times low from last interaction; sorting from original date would defeat that, and there are some other technical obstacles incurred from the fact of having to sort through hundreds of open tickets.

 

 

 

Or PM me the ticket number and I'll look. :)

Works for me

 

PM on the way

[pii]

Well 14 more days and nothing from anyone. Amazing! NOT!

 

Why in the world would Support ask you if a refund is ok and stick you back at the end of the queue after you answer them to wait and wait and wait instead of just refunding the friggen thing?!

 

Crazy!

Edited March 5, 2013 by pii

[pii]

Standard procedure, I've not seen any web-based customer hotline that does not do this - quick example from supports I've used lately include Blizzard Entertainment.

It's about being able to keep waiting times low from last interaction; sorting from original date would defeat that, and there are some other technical obstacles incurred from the fact of having to sort through hundreds of open tickets.

 

 

 

Or PM me the ticket number and I'll look. :)

 

I've tried to send you a PM but I'm not sure they go through as my "sent" box says I have sent ZERO Pm's so I'm going to post this here just in case.

 

This is the PM I think I sent:

 

"Hello EtheraIN

 

ON 2/19 you said if I sent you my ticket number you would look into my ticket so I'm wondering have you've heard anything? Its been almost a month now since they asked me if "a refund was ok with me" (I said yes) but once again I have heard nothing from Support about the refund.

 

I know you all are busy but and I can understand a tech ticket taking a long time but I'm trying to spend some money with your company. Its simply mind boggling that an "eStore" Problem is ignored for so long, tying up my money and preventing a purchase of your products.

 

Could you possible see if someone could actually push though the refund please?

 

Again the ticket # is 19281.

Your help with this matter would be greatly appreciated

 

Thank you "

[EtherealN]

I have given you a reply in PM, and also sent a reminder to the support staffer in question.

[pii]

I have given you a reply in PM, and also sent a reminder to the support staffer in question.

 

I saw it and thank you again