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ug65 said:
Turns out the support team in on an (apparently) unplanned vacation this week. Wish that had been made clear in the original email sent to me that stated it would likely be sent back same day (or within two days). :mad:

16 day turnaround, ouch.
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How do you anticipate an unplanned delay in an email sent before the unplanned event has happened ?
 
I also sent a unit in for repair (or replacement) last week. The repair specialist left for vacation last Friday as previously stated. They received my unit from UPS about an hour after he left. I called and talked to Andrew today and the unit had not been looked at by anyone. He is supposed to send a replacement tomorrow. I don't know what to think.......
 
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I've also just implemented two new practices.

1) When a key tech is going to be away, we'll note this in all outbound emails for 2 weeks prior to the departure date. This gives you the choice to delay your service date until it can be handled without delays.

2) I set up a filter on the support ticketing system to catch messages that go stale waiting for a staff member who isn't around. Mark had already responded to the OP, but only because he asked. Now, we can do this proactively.
 
ug65 said:
No such luck for me. Other than my ticket being assigned to 4 different people still have not gotten any feedback on my issue or an ETA :(
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Have you called them? I sympathize for your frustration. Please call them, their phone number is on the contact page of their website.
Andrew will help you. Good luck!
 
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