I’m guessing I’ve used support 10-12 times over the years and I usually get a reply in 24 hours or so. Four days and counting on my current issue. I suppose the staff are all tied-up unravelling account migration and new app messes.
Kinda frustrating.
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tgauchat
(ActionTiles.com co-founder Terry @ActionTiles; GitHub: @cosmicpuppy)
2
I’m guessing you’re right.
But more and more I read that folks are having good experiences with phone support. Personally, I hate to be on hold, but, admittedly, as long as you reach the right person, phone (or chat) ought to be pretty efficient…
Hmmm, yes, I don’t really want to sit on hold either. The issue I reported is not major, just annoying.
It’s a shame to see deterioration in service like this.
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tgauchat
(ActionTiles.com co-founder Terry @ActionTiles; GitHub: @cosmicpuppy)
4
The bright side is that it is almost certainly due to the new login / new App migrations and that will eventually be over. Of course this workload could have been predicted, by I doubt they wanted or could have overstaffed just for this period of transition.
Sure. However who knows how long this migration is going to take. There has been no new official information in a long time on getting custom handlers to work in the new app for example so my guess is we’re at least a year away.
Not saying it’s right but a person on the phone needs to be addressed now. An email can be put off until later. It was the same scenario when I was still working in an office “putting out fires” for accounts.
I would imagine it’s all about available resources and phone calls and chats are taking up so much time that there isn’t much left to respond to emails.
I prefer to use email too but will use phone support if it’s the only way to get my request handled expeditiously.
That was the impression I had when I spoke with them last. You could “sense” the workload with the migration. I was able to get my question answered though and they were very pleasant. I had sent an email several days before I finally called. I seem to remember it was several days after the call before I finally got a response to the email.
I have the same problem. I have 2 tickets one of them is very urgent for me because the problem prevents my thermostat schedule. I can’t get a response for 5 days.