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How often are technical support questions answered?

Thread began 4/05/2010 2:29 pm by kr313213 | Last modified 4/07/2010 7:36 pm by Jimmy Wu | 760 views | 4 replies |

kr313213

How often are technical support questions answered?

Your cart was recommended to my client in the past. Over the past year, we've noticed a drastic decline in technical support response times. How often do technical support engineers visit the forum? We've attempted to call, but learned that this is the only method for paying customers to receive technical support. It's very frustrating for an e-commerce shop owner to rely on an inconsistent technical support process. I feel that some of these issues are minor and could be solved quickly if a WebAssist support engineer would respond more often than once per day. Is there another method for receiving technical support? Our issue has dragged on for more than a week.

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Ray BorduinWebAssist

There are multiple support engineers working 9-5 answering questions constantly. We track support volume and response times and have not had any drastic decline over the past year.

Incidents that are taking a long time should be escalated to support incidents to help expedite the solution. I'll take a look at your post and see what is going on with it.

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kr313213

Thanks for responding Ray. I understand the technical support hours perfectly. My issue is related to the hours that we're waiting for a response. I don't expect a response after hours. But sometimes I don't receive a response all day and when I do, it's brief or a question to me. Even if I answer the question or provide details immediately, I don't receive another response until many hours later or very late the next day.

Also, I haven't received any information on how to escalate an issue. I would've done this last week, as my client is anxious to have this resolved.

I greatly appreciate you taking a look at my post; it's the post titled "Paypal UK Item Details". I suspect that the "fix" is minor, I'm just frustrated with the pace.

Thanks again for taking a look @ our issue. Your support is greatly appreciated.

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kr313213

Hi Ray,

I haven't heard from anyone regarding this support ticket. I've sent several messages & posted some additional information on the ticket, but I haven't received any responses or a call. How can I receive an update? We're going into week #2 without resolving this issue.

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Jimmy Wu

I am already looking into the issue for the ticket. Please be patient, our support team is already working as quickly as possible on all the issues that come up.

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