Question on Support hours.
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I had a convo going with a support agent at support@grindinggear.com but after yesterday they stopped responding. Is support only M-F?
Last bumped on Jun 6, 2018, 2:06:20 AM
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Support work 24/7.
I find it difficult to justify optional purchases to support a Tencent-owned development studio that declines to provide customers Technical Support, regardless of how many thousands of euros that customer has spent...
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Must be busy then.
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" Maybe, it depends on what your issue is. There are at least 2 teams for support, the larger one deals with most things to some degree BUT there are some that they do not deal with. As an example, if you were banned the initial emails would be dealt with by the larger team which will ask you security questions, once the have that done your ticket would be handed over to a smaller team to finish up (be it to review the ban and enforce it or not) There are other things that the smaller team deal with and it's those things that take a fair bit of time, so they do end up with a queue quite often. The only thing you can do is wait, but please do not try to add anything or bum the email, it has the effect of removing you ticket from the queue, updating it with whatever you emailed them and placing it back in at the back of the queue. Ancestral Bond. It's a thing that does stuff. -Vipermagi He who controls the pants controls the galaxy. - Rick & Morty S3E1 Last edited by lagwin1980#2224 on Jun 3, 2018, 6:52:44 AM
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Ok. It was just weird they asked for different format because they can't open PDFs, so I sent them a .jpg instead and no response since then. I don't know if it's been escalated, denied, in limbo for resending, or if their email server has blacklisted me for sending them a insecure file.
I'll just wait. |
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" Ohh i'm sure they can actually open them...they won't though because a PDF is an easy way to deliver malicious code, something they really don't want on their computers. It sounds like you are in a queue though, and they will tell you something once they process the ticket further. Ancestral Bond. It's a thing that does stuff. -Vipermagi
He who controls the pants controls the galaxy. - Rick & Morty S3E1 |
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Hey there!
Our Support department does indeed work 7 days a week, 24 hours a day. :3 There is always someone on to keep an eye on things and make sure everything is okay! Right after a release is our busiest time in terms of emails. I'm sorry that you've experienced some delay in response to your message, our team will reply as quickly as possible about your case. Contact us at support@grindinggear.com!
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