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Sales Support Slowdown?

marblemarble Posts: 7,500
in The Commons

In the past, whenever I have had the need to log a support ticket, I have found Sales Support to be reasonably efficient in resolving the case. Maybe within a week which is acceptable. Right now I have the unprecedented situation where I have three potential refund tickets open (I've been stocking up in recent sales and have found those three products not suitable for my needs). I am now waiting and waiting for responses on all three. I keep logging entries with requests for information but little is coming back.

I had one response which was a clear and common delaying tactic requesting a scene containing the product - totally unnecessary because the problem I described is easily repeatable and I attached images showing that problem. That request for the scene was already delayed considerably and since then I have heard nothing. These cases now date back as much as three weeks which, compared to my past experience, is a long time without any sign of action on their part.

Is this just my experience?

Comments

  • richardandtracyrichardandtracy Posts: 5,921
    No, it isn't. I had a problem that was, fortunately, solved by PA intervention. The PA completely bypassed sales support, who up to then had resolutely avoided acknowledging my refund request.
  • marblemarble Posts: 7,500

    richardandtracy said:

    No, it isn't. I had a problem that was, fortunately, solved by PA intervention. The PA completely bypassed sales support, who up to then had resolutely avoided acknowledging my refund request.

     

    I was wondering about PA involvement because I usually make it clear that if the PA can resolve a problem then I am happy to keep the product. However, I am suspecting that the PA never hears about the ticket and that this avenue is just another opportunity for further delay. 

  • Richard HaseltineRichard Haseltine Posts: 102,669

    If you are reporting an issue, and especially if you are saying a fix would render the refund unnecessary, then it is a Techncial Support ticket.

  • marblemarble Posts: 7,500

    Richard Haseltine said:

    If you are reporting an issue, and especially if you are saying a fix would render the refund unnecessary, then it is a Techncial Support ticket.

    Nevertheless, there is a distinct lack of communication or action. Moreover, what you say makes me even more reluctant to request PA involvement because Technical Support is notoriously unresponsive. From now on I will ask for a refund without the option to attempt a fix. 

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