missing response from support :-(

[mseelig]

Hi,

I have already sent some support cases several times. But I do not get allways an answer, why?

00032541
new case from November 2011 without any response (only the opening aut-reply email)

00033060 I replied 16 december, no answer anymore.

00033622
even marked as URGENT never got feedback until I called support (calling for me is difficult and very expensive, I'm from Brasil)

As a premium customer who gave trust in product by buying a 3 year license, I would expect a better support management. I would love to see an online support system, because this would help a lot to track the tickets much better then emails only, because I also had the problem once, that untangles smtp server was black listed I was never got the answers.

Michael

[MStauning]

Me too, sendt them servel email - left a message on telephone. No nothing.

[gotkimchi]

I will see what is going on.

[gotkimchi]

00033060 There is a bug on this, fixed on 9.2
00033622 Case has been escalated.
00032541 Still researching, trying to reproduce and will file a bug.


Thanks.

[gotkimchi]

Originally Posted by MStauning

Me too, sendt them servel email - left a message on telephone. No nothing.

Please provide me the case number, and I will track it down for you.



Thanks.

[MStauning]

Never got a case number, since I've never got any replys..

If anyone just could find out how I'll get branding manager in again, my subscription is a Education Premium to Stenhus Kostskole.

[dbunyard]

Originally Posted by MStauning

Never got a case number, since I've never got any replys..

If anyone just could find out how I'll get branding manager in again, my subscription is a Education Premium to Stenhus Kostskole.

Been having the same issue, can't get the branding manager back in Educational Premium after moving it to a VM. I also emailed support about 2 weeks ago and never got anything back, not even a case number.

[MStauning]

Oh cant get it on a "real" box eighter.

[hlarsen]

if you email support at UT, you should get an auto response with a case number. if you did not get this, way may not have gotten your email. please send another one including your UID (and check 'Allow Secure Access...' at Config > System) and we'll take a look.

[mrunkel]

Hey guys, if you never got a case #, we never got your email. Every email we receive gets a case # automatically assigned and gets an automated response asking for your UID and for you to turn on remote support.

We have a local # for you to use from Brazil: +55.11.3711.9278

I'm sorry we haven't fixed your issues, I promise you those guys work very hard to make sure each and every customer is satisfied.

Oh, you can also create a support case inside the live support app on the GUI. Just click on settings and click the button in the middle of the page.