Support issues
Answered
I’m only posting this here because two of my support requests have been closed with no warning and no explanation.
Request 540384 was started on 25/6 and continued unresolved for over a month, and probably thirty emails back and forwards, until I was notified on 1/8 that it had been escalated.
After three subsequent emails from myself on 1/8, 3/8 and 7/8, I received no reply.
On 11/8, out of complete frustration, I checked the online portal only to discover that this request had been deleted. Not “Solved” or “Advised”, but non-existent.
So I sent another request on 12/8 referring to the first request, asking if someone could tell me what was going on. I received an automated reply, and because of the time difference, I expected to see something in my inbox on the 13th.
Nothing.
So I checked the online portal again, and found that this latest request was marked “Solved”. Again, no explanation, just closed.
So my question remains the same: “What is going on?” The original issue I contacted you about remains unresolved. No-one has even had the courtesy to come back to me and say “Oh, I’m sorry there’s nothing more we can do.”
Is your ticketing system broken, or are your staff deliberately deleting and closing requests?
I’d hope it was the former.
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Official comment
Hi Lucas
I am glad to hear you are back in touch with our Support Crew. Though we are not 100% why you were not getting our original messages, we suspect it had something to do with your mail service provider incorrectly blocking messaging.
More importantly glad to hear our Support Crew has made progress on your original support request. Thanks for #LivingHiFi.
Tony
Anthony Williamson
Product Support Manager – Lenbrook International
Bluesound | NAD Electronics | PSB Speakers -
Thank you for your feedback Lucas. I am reviewing your history and I assure you a member of our Support Crew will be in touch.
Tony
Anthony Williamson
Product Support Manager – Lenbrook International
Bluesound | NAD Electronics | PSB Speakers0
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