No feedback from support in almost a week, support ticket has almost been open for a month now

  • 2
  • Problem
  • Updated 2 years ago
  • Acknowledged
I have logged an issue which was escalated multiple times with no resolve, we have not received feedback in a week even though we made it clear that the issue was critical to our business operations.

this issue was logged almost a month ago, I was hoping to have it resolved quietly but with no response or feedback, I am posting here in the hopes of getting someone's attention.

this is unacceptable, the least you that could have been done is some regular feedback on the progress of the issue.

RE: [ ref:_00D506bxu._500701h5JNk:ref ] and [ref:_00D506bxu._500701h5JNk:ref]

The support has always been very good, which makes the lack of communication even more disappointing.
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Niemandt, Martin

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  • angry, frustrated, dissapointed

Posted 2 years ago

  • 2
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Raghu K, Community Moderator

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Hello Martin,

Thanks for posting on Replicon Community. 

Let me look into your support ticket and revert with an update soon. Apologies for the inconvenience caused to you. 

Thanks,
Raghu K 
(Edited)
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Raghu K, Community Moderator

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Hello Martin, 

One of our team members will reach out with an update.

Thanks 
Raghu K 
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Price, Steven Richard

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Hi Martin,
you will need to raise any issues internally before going to Replicon.

what is the issue?

Regards

Steve
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Regez, Benjamin

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We are facing a similar issue with Replicon support. More than half a year ago we raised an issue about double lines in reports (lines were all of a sudden displayed two times). Unfortunately the issue is still unresolved and there is no communication from Replicon's side about progress or timeline.

The only communication we got was "the issue was forwarded to the product development team". Since then it seems to be cast away... and that's really bad as we are trying to get a solution from Replicon for a very long time now.
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Raghu K, Community Moderator

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Hello Benjamin, 

Your issue is being looked upon by our Engineering team and unfortunately i don't have an ETA to commit now. However i will reach out internally and provide you a status soon. 

Thanks, 
Raghu K 
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Regez, Benjamin

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Hi Raghu,

thanks for your reply. Unfortunately the issue is being looked upon by your Engineering team for half a year now and there is still no ETA. Please raise the incident level or severety so we'll get a solution soon.

Thanks
Benjamin
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Niemandt, Martin

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Hi,
Our issue has been resolved, I think it was a matter of understanding. but everything seems correct now.
Thank you very much for the support.

Benjamin, I hope your issue also gets resolved quickly after this!
Good luck.

Regards,
Martin
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Raghu K, Community Moderator

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We are glad that we were able to address your issue. 

Thanks, 
Raghu K