There are some issues with the automated support setup, guys.
I received the automated acknowledgement of the ticket submission same day, as expected.
I received a support team response to the above ticket on 9-28-11 which included instructions on something to try, but it did not resolve the issue.
I replied 9-29-11 advising support that the suggestion had failed & requesting advice on the next step.
On 10-3-11 I got an automated email saying the status of the ticket was being changed to 'Closed' as they had not heard from me within 48 hours; if I wanted to re-open the ticket I should reply again.
I replied that same day, 10-3-11, including the information from the 9-29-11 reply.
This morning I got another automated email saying the status of the ticket was being changed to 'Closed', etc., etc.
I have two complaints about this process:
- For most of us, 48 hours is an unrealistic 'window of opportunity'.
- The system doesn't appear to recognize replies, even when sent within that window.
I'm replying again today to keep the circus from leaving town. FYI SD.