how long does it take to reply to support tickets??

[wozzzzza]

sent a support ticket 9 days ago, got the email confirming its sent, still no reply.
what gives??

[Gully]

Might find a phone call worthwhile in situations like that though I guess tomorrow might be pot luck.

[wozzzzza]

got reply. they said it went to spam or something. still not sure how a ticketed system can be missed though.

[peteru]

In general, spam filters will pick up on badly formatted messages, including poor punctuation and lack of capital letters. If your messages looked like your posts here, it's quite likely that the message spam score has been elevated past the threshold.

[wozzzzza]

OK, I will try and write proper English when I send support tickets next time.

[wozzzzza]

been a week again since my last reply to a ticket, still no reply again.
this time with proper english i think.

[dRdoS7]

Hi,

I have one that still hasn't been replied to after > 12 months, plus a couple from just before Christmas.

Shouldn't need to phone.

I prefer to have communications in writing so there can be no misunderstanding, and later: "I didn't say that".

It's not a good way to run an online business is it?

dRdoS7

[prl]

My ISP seems to think: support request by email -> low priority.

I think: support request by email -> complicated issue that's difficult to explain over the phone.

But in any case, 12 months is beyond a joke, and especially when everything on the Beyonwiz support page points you towards making an online support request.

[dRdoS7]

Hi,

My ISP seems to think: support request by email -> low priority.

I think: support request by email -> complicated issue that's difficult to explain over the phone.

But in any case, 12 months is beyond a joke, and especially when everything on the Beyonwiz support page points you towards making an online support request.

I usually get prompt replies from my current ISP (and most previous ISPs AFAICR).

I would have thought that having email support would, in many cases, make it easier (for the provider) as they can be answered at leisure. Some things do require a phone call, such for testing/reboots/etc. These would take forever via email, and internet interrupts are better to fixed ASAP.

BW (mostly via the Support page) was fine initially, plenty of communications, up to the point I got my U4 back:

https://www.beyonwiz.com.au/forum/viewt ... 16&t=13080

Have you ever called Origin Energy or Centrelink?

dRdoS7