Does Anybody ever respond to support tickets?

[SteveMcGreg]

I've submitted 4 support tickets in the last week and have received an automated response to each one indicating a staff member would contact me, but nothing. The first ticket was 6 days ago.  One business week for a response from a human for a paid product is ludicrous.  I want to cancel my subscription, but it was paid for for the entire year.

 

[Malwarebytes]

***This is an automated reply***

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[Porthos]

37 minutes ago, SteveMcGreg said:

I've submitted 4 support tickets in the last week and have received an automated response to each one indicating a staff member would contact me, but nothing.

It can take 5-7 business days for a response and sending additional tickets will extend that.

 

We can assist in most cases a lot quicker here. That is a reason this forum exists.

What issues are you having?

[SteveMcGreg]

36 minutes ago, Porthos said:

It can take 5-7 business days for a response and sending additional tickets will extend that.

 

We can assist in most cases a lot quicker here. That is a reason this forum exists.

What issues are you having?

Well, it would be nice if that was stated up front if it's the case. 

It's really not something that you can help me with here.  It is an autorenew billing issue that was applied to the wrong CC.  It needs to be changed and that's something only the billing dept can do.  It's time sensitive, so, I will probably just need to dispute it.  Thanks for the response.  For a paid product, it shouldn't be this way.

[Porthos]

2 minutes ago, SteveMcGreg said:

It's really not something that you can help me with here.  It is an autorenew billing issue that was applied to the wrong CC.  It needs to be changed and that's something only the billing dept can do.  It's time sensitive, so, I will probably just need to dispute it.  Thanks for the response.  For a paid product, it shouldn't be this way.

Please post the ticket number and I will have someone look into it.

3 minutes ago, SteveMcGreg said:

Well, it would be nice if that was stated up front if it's the case. 

 

[SteveMcGreg]

56 minutes ago, Porthos said:

It can take 5-7 business days for a response and sending additional tickets will extend that.

 

We can assist in most cases a lot quicker here. That is a reason this forum exists.

What issues are you having?

Really?... OK.  The original ticket was

3163737

Thanks very much.

 

[Porthos]

13 minutes ago, SteveMcGreg said:

3163737

Thanks very much.

 

@AdvancedSetup can look into it for you.

[AdvancedSetup]

I'm sorry for the delay

I have sent in a request to have someone verify and reply as soon as possible

Thank you

 

[SteveMcGreg]

It's taken care of.  Thanks for letting me know that a support ticket would take that long.  That should be stated up front and I would have pursued other avenues. 

Anyway, thanks,.

[Porthos]

9 minutes ago, SteveMcGreg said:

It's taken care of. 

Support answered and it is taken care of that way?

[orubio]

Hello Steven,

Apologies for the delay, i am working with the agent to make things right.

I appreciate your patience with us.