I've seen the occasional post about HS support not responding to emailed support requests but hadn't thought much of it since they've been very responsive for me in the couple years I've been using HS3. Recently my experience has been different.
I submitted a support request email on Tuesday, 3/26. After a week without acknowledgement or any other response, on Tuesday 4/2 I emailed again asking whether it had been received and was under review. On Thursday 4/4 morning, still having not received a reply, I emailed again asking simply for confirmation/acknowledgement. Still nothing as of today. I understand a request occasionally falling through the cracks, but 3 times?
Am I missing something? Are we not regularly instructed to submit support requests to support@homeseer.com? I'm aware that phone support is available, too, but this isn't something likely to be resolved during a phone support session, and email is more convenient for me during the workday. Besides, in the past I've had email exchanges with HST over the course of hours or days to resolve issues.
Can anyone give any insight into HST's support response/tracking system and what might be going on? Is email support offline? Is the lack of response intentional, maybe meant to encourage phone calls rather than email contact? Tacit judgment on validity or importance of a request? I suspect the answer is simple, but it's quite frustrating. I would welcome response from rjh or macromark
I submitted a support request email on Tuesday, 3/26. After a week without acknowledgement or any other response, on Tuesday 4/2 I emailed again asking whether it had been received and was under review. On Thursday 4/4 morning, still having not received a reply, I emailed again asking simply for confirmation/acknowledgement. Still nothing as of today. I understand a request occasionally falling through the cracks, but 3 times?
Am I missing something? Are we not regularly instructed to submit support requests to support@homeseer.com? I'm aware that phone support is available, too, but this isn't something likely to be resolved during a phone support session, and email is more convenient for me during the workday. Besides, in the past I've had email exchanges with HST over the course of hours or days to resolve issues.
Can anyone give any insight into HST's support response/tracking system and what might be going on? Is email support offline? Is the lack of response intentional, maybe meant to encourage phone calls rather than email contact? Tacit judgment on validity or importance of a request? I suspect the answer is simple, but it's quite frustrating. I would welcome response from rjh or macromark
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