I have been sending ticket updates and requests for feedback to support on several unanswered tickets since January, without any feedback on any of them. One tech requested an .ON1 file to reproduce a problem, and a video of the problem occurring, which I submitted. I never heard back, and I have been unable to get ANY response.
While browsing the On1 web site, I found where I could access "My activity" , and see the support tickets that I have opened. All of the tickets are flagged as "Solved", a confusing status which has been discussed many times in the forums. But I also noticed that NONE of the status updates and requests for feedback have been posted to my tickets! Apparently the "Solved" status prevents email updates from posting to the tickets, and support gets no notification that users are trying to contact them. There is no way for users to re-open these tickets, so they are closed permanently.
It would appear that this another support organization whose technicians care more about the number of tickets they close rather than the quality of service that they provide. Perhaps the "Solved" status should be renamed "Silence".
If you can't a response from support, apparently the 'solution' is to open another ticket.
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