I have had several needs for a support ticket, I don’t understand why they ask for stuff several times that’s already been submitted? Or wanting video where there is nothing to either video or now way to get a video? It’s majorly slows it down and when the printer is down it makes for a very very unhappy customer!! I get they want to make sure it’s a true issue and not a fraudulent claim, but they don’t read all the info sent to begin with?
Be frustrated, but understand they are not trying to actively disappoint you, and they are also about to start their season of festivals and holidays soon too, welcome to the complexities of a Global Marketplace
No, they don’t - this is a very common problem with support teams. Each time you update a ticket, someone new just sees what was sent, and they react to that. Asking for video, etc., is a typical form-response.
I did software support for almost 40 years, and sometimes I was guilty of not re-reading everything, at least at first. Later I learned better.
Thanks for the reply!! It just seems like there is a lot they could do to make the process quicker!! Hopefully they work it out sooner rather than later!!