Support didn't receive my ticket or long waiting time?

[Drygon]

Hello,

I submited a ticket 4 days ago at 1:28 PM, to request a refund.

So far no response, no estimated waiting time, nothing.

I tried to find a phone number to call or other communication channels but there is nothing.

Is it normal to take that long?

[Malwarebytes]

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[Porthos]

4 minutes ago, Drygon said:

So far no response, no estimated waiting time, nothing.

Did you get the auto generated ticket number? You should have received that already.

 

5 minutes ago, Drygon said:

I submited a ticket 4 days ago at 1:28 PM

 

5 minutes ago, Drygon said:

Is it normal to take that long?

After the automated ticket number response, It can take 7+ weekdays not including Holidays which it is thanksgiving week here in the US.

[Drygon]

3 minutes ago, Porthos said:

Did you get the auto generated ticket number? You should have received that already.

 

 

After the automated ticket number response, It can take 7+ weekdays not including Holidays which it is thanksgiving week here in the US.

 

Yes, I did receive the number, and an email telling me to respond if I need an agent to pick up the ticket, which I did.

As long as it will be actioned and resolved I have no problem waiting, it is just that, this is my first time encountering this kind of waiting times, and it seemed strange that there is no contact center.

Thank you for your quick advice.

[Porthos]

1 minute ago, Drygon said:

and it seemed strange that there is no contact center.

For consumer accounts/software The only contact is the help desk by email and the forums.

Unfourtantly, the help desk are the only ones the can address license issues and refunds.

Just out of curiosity as a long time user, What happened that a refund is needed?

 

[Drygon]

1 hour ago, Porthos said:

For consumer accounts/software The only contact is the help desk by email and the forums.

Unfourtantly, the help desk are the only ones the can address license issues and refunds.

Just out of curiosity as a long time user, What happened that a refund is needed?

 

I saw the black friday discount and it was 240 RON with 50% discount. I opened another tab to compare the prices.

When I confirmed the transaction (Was displayed 240 RON) it refreshed and the invoice diplayed 360 (only 25% discount).

Now I want 25% refund or, if not possible, a whole refund.

I belive it was an error but it is strange that the page did not reset itself when there was a change in the backround (so it displays the sum that I will be charged before I am charged).

If it was not an error then it is even worse and I want a full refund and the cancelation of the service.

[Maurice Naggar]

Drygon,  If your subscription is either thru the Apple App Store or the Google Play store, speak up, since either of those needs to go thru appropriate venue for refund.

Otherwise, stick with the Support ticket.  The first automated email reply means your case is in the queue.  Support handles in the order of oldest un-replied ticket.  This past Thursday was a holiday in US so the staffing would be reduced, as is also likely for this Friday after that.  In addition to all that, the pandemic has likely affected support team.   There is mention of delay at top of the Support portal.

In any event, be assured that Support will take care of your request.

[Drygon]

4 hours ago, Maurice Naggar said:

Drygon,  If your subscription is either thru the Apple App Store or the Google Play store, speak up, since either of those needs to go thru appropriate venue for refund.

Otherwise, stick with the Support ticket.  The first automated email reply means your case is in the queue.  Support handles in the order of oldest un-replied ticket.  This past Thursday was a holiday in US so the staffing would be reduced, as is also likely for this Friday after that.  In addition to all that, the pandemic has likely affected support team.   There is mention of delay at top of the Support portal.

In any event, be assured that Support will take care of your request.

Thank you for the reasurment.

I was contacted and the refund was proccessed.

Now I'm waiting for it to arrive.

Hope there will be no problems after that.

Have a great day all of you! ^^