bgqs Posted March 14, 2009 Share Posted March 14, 2009 I have had a ticket open for the past five days and although numerous IPS personnel have tried to resolve the issue, it has still not been resolved. The ticket in question has not been answered for the past two days despite repeated requests for an update. I understand that my ticket is somewhat complex however, ignorance is not the best way to deal with customer support. I have even PMed the "CEO" of IPS however, no response has been received. The support ticket number is #560228 Please can someone help me as my licence is unusable without your support. Regards Barry Green Link to comment Share on other sites More sharing options...
Connor T Posted March 14, 2009 Share Posted March 14, 2009 PMing higher level people won't help, they probably get 1000 of messages. Mark or someone will post in here "whats your ticket number" To try and help. So edit your post and put your ticket number in there. Link to comment Share on other sites More sharing options...
bgqs Posted March 14, 2009 Share Posted March 14, 2009 Support ticket number now added. Mark has already tried to help however, he has advised that this has now been escalated to IPS management. It has been two days since the last reply. Link to comment Share on other sites More sharing options...
Connor T Posted March 14, 2009 Share Posted March 14, 2009 Yep if the support helpers don't know, it goes up to the main guys who don't work Saturdays and Sundays. Then are busy with IPB 3. Probably midday Monday you'll get your help. Link to comment Share on other sites More sharing options...
Rikki Posted March 14, 2009 Share Posted March 14, 2009 If your ticket has been escalated to management, am I right in saying it isn't a technical support issue? We only guarantee response times for technical support - for other issues (such as account management, etc.) it may take longer to deal with, depending on the situation. Rest assured though, it won't be ignored. Link to comment Share on other sites More sharing options...
Management Lindy Posted March 14, 2009 Management Share Posted March 14, 2009 Hello, Your ticket (which is not support related), as I'm sure you know, requires extensive investigation going back three years, which I've not yet completed. Please remain patient. Thank you. Link to comment Share on other sites More sharing options...
bgqs Posted March 14, 2009 Share Posted March 14, 2009 Hi Rikki, It is a licence issue. I guess that is the reason for the delay as it could be classed as non-technical ? Link to comment Share on other sites More sharing options...
bgqs Posted March 14, 2009 Share Posted March 14, 2009 Thanks Lindy...I just wanted acknowledgement that it is being dealt with. Regards Barry Green Link to comment Share on other sites More sharing options...
Rheddy Posted March 15, 2009 Share Posted March 15, 2009 bgqs, just because someone hasn't ackknowledged your problem doesn't mean that they are ignoring it. Generally? If I had the same issue, if it was a license problem, I would have waited another week before posting a follow up. I have never had problems with support. But, usually mine have been support inquiries to upgrading my forum software, which they usually acknowledge and complete within 24 hours. It all depends on the support issue that you have insofar as how they deem how they handle it. If you have had a ticket for two weeks and yours is a licensing problem and someone just posts a ticket for support issue for upgrading their forums software, they are going to work on the upgrade inquiry first because of the level of the problem Upgrade issue generally take precedence over licensing inquiries ... it's all a matter of classifying the level of the inquiry. I'm sure that if you were in the hospital and you were suffering from a broken leg and another person walked in suffering from an open gash that the doctors and nurses would tend to the patient with the open gash because it represented an immmediate concern. Support issues with IPS are no different. Link to comment Share on other sites More sharing options...
Anonymous IPB User Posted March 16, 2009 Share Posted March 16, 2009 bgqs, just because someone hasn't ackknowledged your problem doesn't mean that they are ignoring it. Generally? If I had the same issue, if it was a license problem, I would have waited another week before posting a follow up. I have never had problems with support. But, usually mine have been support inquiries to upgrading my forum software, which they usually acknowledge and complete within 24 hours. It all depends on the support issue that you have insofar as how they deem how they handle it. If you have had a ticket for two weeks and yours is a licensing problem and someone just posts a ticket for support issue for upgrading their forums software, they are going to work on the upgrade inquiry first because of the level of the problem Upgrade issue generally take precedence over licensing inquiries ... it's all a matter of classifying the level of the inquiry. I'm sure that if you were in the hospital and you were suffering from a broken leg and another person walked in suffering from an open gash that the doctors and nurses would tend to the patient with the open gash because it represented an immmediate concern. Support issues with IPS are no different. I believe they already resolved the problem, so your post is pointless. In addition, comparing IPB Customer support with hospital treatment is just plain silly IMO. How hard it is to let your customer know that you are working on their problem and will get back to them in a few weeks? Should take about 60 seconds to type out a ticket response to let your customer know you are working to resolve their problem. If you are running a company which offers support, please let me know which company it is so I can avoid it. In this economy, poor support can sink a company. And just for the record, I have always received excellent tech support from IPB, but I cannot vouch for their customer and account support. Link to comment Share on other sites More sharing options...
bfarber Posted March 16, 2009 Share Posted March 16, 2009 Guys, as was already stated it was an accounts issue. He said he hadn't received a response in 2 days. Note that he posted that on March 14th (Saturday) so it's reasonable to assume he did receive a response 2 days earlier, which is Thursday. I'm not sure about the issue as I haven't seen it, but there's likely not a need to respond every single day to state that one is working on the issue. The license issue was sent to management and has nothing to do with support - the departments are completely separate and "wait times" in one would not affect the other. Link to comment Share on other sites More sharing options...
Recommended Posts
Archived
This topic is now archived and is closed to further replies.