Elemental is junk » Forum Post by homeyulmie

I believe the auto-reply when sending in a support ticket tells you not to reply to it because it will push it to the end of the queue.

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Wintersong

Join Date 07/2006

+235

Quoting Annatar11,

reply 26

I believe the auto-reply when sending in a support ticket tells you not to reply to it because it will push it to the end of the queue.

Something like this:

***THIS IS AN AUTORESPONSE TO THE EMAIL YOU SENT TO sales@stardock.com.***

Thank you for emailing Stardock Customer Support. Your request has been received and you will receive a reply from our staff soon. Please DO NOT REPLY TO YOUR TICKET unless instructed to below, as it will delay the viewing of your original inquiry.

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kyogre12

Join Date 07/2008

+100

Quoting Tridus,

reply 20

Quoting kyogre12,
reply 14

Yeah, but he tried to contact them over a holiday weekend. You can't expect a lightning quick response. And it was in the middle of said weekend, so there were already days worth of emails to go through. Normally I find SD's response time to be pretty good, but then, I try to avoid contacting them on weekends, holidays, etc.

And it's been just about two weeks. If they don't have the staffing level to respond within two weeks after Thanksgiving, they need to hire more staff.

This is certainly a poor thread title, but there's a legitimate issue buried in there.

But backlogs like this only happen a couple times a year (Thanksgiving, Christmas, maybe a couple three day weekends). 95% of the year they have plenty of staff and get to everyone within a day or two. Hiring extra staff just for those couple weeks doesn't make much sense.

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Quoting Wintersong,

reply 27

Quoting Annatar11,
reply 26
I believe the auto-reply when sending in a support ticket tells you not to reply to it because it will push it to the end of the queue.Something like this:

***THIS IS AN AUTORESPONSE TO THE EMAIL YOU SENT TO sales@stardock.com.***

Thank you for emailing Stardock Customer Support. Your request has been received and you will receive a reply from our staff soon. Please DO NOT REPLY TO YOUR TICKET unless instructed to below, as it will delay the viewing of your original inquiry.

That seems a bit silly. What if the customer finds additional information they'd like to append to the original? What if they find a work-around and want to add that information?

How about just not moving the queued entry, wouldn't that be easier and more useful to everyone?

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Quoting SirPleb,

reply 29

That seems a bit silly.

Not really... seem to be a good way for send spam to the end of the queue... imagine someone setting a e-mail account with a auto reply... filling a support ticket using these e-mail account with auto reply... result can be a endless loop of send/receive e-mail... following legitimate seek of support will end in the end of a long queue...

Can seem to be a bad system for legitimate user but in fact, it help good users who follow instruction to be serve before stupid spam robot...

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Quoting kyogre12,

reply 28

Quoting Tridus,
reply 20

Quoting kyogre12,
reply 14

Yeah, but he tried to contact them over a holiday weekend. You can't expect a lightning quick response. And it was in the middle of said weekend, so there were already days worth of emails to go through. Normally I find SD's response time to be pretty good, but then, I try to avoid contacting them on weekends, holidays, etc.

And it's been just about two weeks. If they don't have the staffing level to respond within two weeks after Thanksgiving, they need to hire more staff.

This is certainly a poor thread title, but there's a legitimate issue buried in there.

But backlogs like this only happen a couple times a year (Thanksgiving, Christmas, maybe a couple three day weekends). 95% of the year they have plenty of staff and get to everyone within a day or two. Hiring extra staff just for those couple weeks doesn't make much sense.

I call bull on this one. Holidays, sales, weekends, the launch of a new game, staff vacations... Stardock's support is often slow and there is a long list of excuses behind each one. The simple fact is there is a legitimate issue in this poorly written complaint, and it should have been addressed awhile ago.

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Quoting Nesrie,

reply 31

Quoting kyogre12,
reply 28

Quoting Tridus,
reply 20

Quoting kyogre12,
reply 14

Yeah, but he tried to contact them over a holiday weekend. You can't expect a lightning quick response. And it was in the middle of said weekend, so there were already days worth of emails to go through. Normally I find SD's response time to be pretty good, but then, I try to avoid contacting them on weekends, holidays, etc.

And it's been just about two weeks. If they don't have the staffing level to respond within two weeks after Thanksgiving, they need to hire more staff.

This is certainly a poor thread title, but there's a legitimate issue buried in there.

But backlogs like this only happen a couple times a year (Thanksgiving, Christmas, maybe a couple three day weekends). 95% of the year they have plenty of staff and get to everyone within a day or two. Hiring extra staff just for those couple weeks doesn't make much sense.

I call bull on this one. Holidays, sales, weekends, the launch of a new game, staff vacations... Stardock's support is often slow and there is a long list of excuses behind each one. The simple fact is there is a legitimate issue in this poorly written complaint, and it should have been addressed awhile ago.

Who cares what you call?

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I care. I agree with Nesrie.

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Shocking.

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kyogre12

Join Date 07/2008

+100

Quoting Nesrie,

reply 31

Quoting kyogre12,
reply 28

Quoting Tridus,
reply 20

Quoting kyogre12,
reply 14

Yeah, but he tried to contact them over a holiday weekend. You can't expect a lightning quick response. And it was in the middle of said weekend, so there were already days worth of emails to go through. Normally I find SD's response time to be pretty good, but then, I try to avoid contacting them on weekends, holidays, etc.

And it's been just about two weeks. If they don't have the staffing level to respond within two weeks after Thanksgiving, they need to hire more staff.

This is certainly a poor thread title, but there's a legitimate issue buried in there.

But backlogs like this only happen a couple times a year (Thanksgiving, Christmas, maybe a couple three day weekends). 95% of the year they have plenty of staff and get to everyone within a day or two. Hiring extra staff just for those couple weeks doesn't make much sense.

I call bull on this one. Holidays, sales, weekends, the launch of a new game, staff vacations... Stardock's support is often slow and there is a long list of excuses behind each one. The simple fact is there is a legitimate issue in this poorly written complaint, and it should have been addressed awhile ago.

They must like me more than you then

But seriously, I've never had to wait longer than two days for Stardock support. Like I said, though, I avoid contacting them on weekends or holidays. Maybe I'm just lucky, I don't know.

It's also worth mentioning that the OP says he did get a reply from support between the 26th and now, so it was not a two week gap from when he sent it.

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I have had fairly quick response from Stardock support. I don't know what the general case is, but so far there seems to be some good and some bad, though the reasons seem to be quite fair when it comes to some delays.

Overall I would guess that it's pretty good, especially compared to some other software companies. But then again, I tend to lean on the positive side of things, so there might be some bias there. Nesrie I find to be quite negative quite often. No offense Nesrie, I like your directness, and your not necessarily wrong.

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psychoak

Join Date 07/2007

+225

When I hit up sales support for something, I always get useful help in response. That it takes a day or two doesn't really bother me that much. All you get from most companies is a cookie cutter response that's utterly meaningless when you're not a complete retard with your brain dribbling out your ass that did something remarkably stupid while expecting it to work. The actual problem can take weeks to get anything useful done.

I've played phone/email tag with EA, Steam, Ubisoft, UPS, Bestbuy and Hughesnet and gone well in excess of this poor guy before accomplishing anything, and all while wasting hours of my less than valuable time. It's the end result when you're talking to a bunch of low pay morons who's job is to get rid of you. Real support like Stardock has costs too much money to employ enough people to stay caught up over holidays and with new releases, that means you're overstaffed 90% of the time in a big way.

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