XFileSharing Pro - Long time respons of ticket

Posts: 15
Joined: Aug 19, 2012 9:35 am

Long time respons of ticket

#1 Postby copernic » Aug 24, 2012 11:32 am

sorry for my bad english, but i feel that the support ticket too long to respond.

* We usually reply your emails within 48 business hours (Mon - Fri).

I have purchased product xfilesharing
but when i do Generate serial, there is an error saying that my client ID declined, where as i need it.
When sending a ticket, the response 48 hours? very-very slow for a busy server class,
sense to ask the management to respond faster.
that customer convenience is not compromised.

My ticket detail :
Ticket ID#: xxx
Created On: 08/23/2012 10:30 AM
Product: XFilesharing
Category: License related questions

thank you

Site Admin
Posts: 1833
Joined: Mar 22, 2006 12:32 pm

#2 Postby admin » Aug 24, 2012 11:52 am

Your ticket was replied in 2.5 hours. You created it at 10:30, we replied at 01:10.

So, what's the problem?

P.S. we do not recommend to publish your ticket IDs (especially if you have private data inside such tickets).

Posts: 521
Joined: Dec 19, 2009 5:12 pm

#3 Postby PowerChaos » Aug 24, 2012 11:36 pm

i think he is talking about the text that says 48 hours

he does not understand that a big site need some time to provide a good response

it is better to have a response with a solution then a response to say that you got the ticket and are working on it

also he was reffering to the license department , he feels that as a paid member ( the license ) that need to wait 48 hours to solve a license problem is long

he is confusing the possible waiting time with the real waiting time
how bigger the problem , how harder to solve how longer it can take for a response, also depending on the question itself if it can take long or not ( and the office hours )

he was thinking that every response takes 48 hours

Greetings From PowerChaos

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