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29 hours - still no fix, reply from support or management

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  • 29 hours - still no fix, reply from support or management

    Put a ticket in at 7:30 am on 11/13/2015 :mad::mad::mad::mad::mad::mad::mad::mad::mad:.

    Not a word from support.

    Tried to get in contact by chat during the day several times but they kept bumping me out.

    I gave an issue that happened a month ago - store order follow up emails coming to me every 5 minutes with this error message below. Last time it was a server issue which I am sure of this time (sounds like a runaway process.)

    Frustrated with the lack of any communication from support on the issue as well as the recurrence.

    I messaged a Jimmy and Golanzo thus morning but nothing so far.

    I have to say that paying $200+ a month I would expect much, much better support and response.


    Domain: https://brigadegames.3dcartstores.com/
    Script: Order Follow Up

    Results:
    Error calling script "Order Follow Up" on "https://brigadegames.3dcartstores.com/" Path: "https://brigadegames.3dcartstores.com/admin/scripts/orders_notcomplete.asp?schedule_id=1": The underlying connection was closed: An unexpected error occurred on a send.

  • #2
    Have you tried calling? Usually you get tier 1 support and most times, in my experience, the answers you get are canned and makes you wonder if they read your ticket or listened to you at all, but maybe it's worth a shot? I imagine with all the reverting back to legacy issues, V7 issues they're pretty busy, but hey, even if they can't get to the issue for you immediately, it's professional common courtesy to at least acknowledge receipt and let you know you're not being ignored

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    • #3
      fyi - I've had issues with Order Follow Up script not deploying in V6 & V 7 - have you tried turning it off and then on again?

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      • #4
        I'm going on 30 days now without a resolution for one of my support tickets. 7 days without any response to my requests for an update. 3D Cart support is reaching an unacceptable level of support to the point that we are considering moving on to a different host.

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        • #5
          3dcart-Alex 3dcart-Carlos 3dcart-Henry?? Any response? This is concerning to read something like this.

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          • #6
            Toobusy This is being investigated. At the moment, there are no tickets in General Support that have been unanswered for that long, so we're looking for any mistakenly closed or transferred issues related to yewknowit

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            • #7
              Originally posted by yewknowit View Post
              I'm going on 30 days now without a resolution for one of my support tickets. 7 days without any response to my requests for an update. 3D Cart support is reaching an unacceptable level of support to the point that we are considering moving on to a different host.
              yewknowit Could you please provide the ticket number where this is happening? I wasn't able to find a ticket matching creation date >= 30 days and last reply >=7 days
              Last edited by 3dcart-Alex; 11-17-2015, 12:44 PM. Reason: Missed information regarding my previous post.

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              • #8
                if your using the new admin it will be down at the very bottom of the page on the right. says support click on the Online Support link, and you should see your ticket link
                Had the same problem the new admin handles the tickets now not the old one
                http://www.canadianghosthuntersupplies.ca

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                • #9
                  Not all of your tickets are listed there, at least not all of mine are since they changed where you send the support request to. My experience with online chat support is not so good, phone support is better, if you can get through without getting their voicemail.

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                  • #10
                    your old tickets will show up if you log into tech support from the log out screen. thats the only link thats left of the old way in
                    http://www.canadianghosthuntersupplies.ca

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