Okay
  Public Ticket #3787424
Support for the support?
Open

Comments

  • Udo started the conversation

    Dear Amelia-Team,

    I really like your booking system but I am a bit concerned about the support. In many cases a support team will respond within one working day, maybe 24 hours or so. 

    Besides some communication difficulties (by the way, why do you not use DeepL to increase professionalism?) in my last ticket #3784250  I wonder if someone is working on the problem.

    I completely understand that good work takes time. But in such cases a short message like "Sorry, we need some time but we are working on it" would help the customer to be patient and the customer can inform his customers that some features might not be developed in the next days, weeks...

    What happened to Marko? Is he still in charge? I have not heard from him in the last two days (ticket #3784250). Or can anyone else tell me what is wrong with my version of the plugin or how long it will take to find out.

    Is it normal not to get an answer for two days? Just to know for the future.

    Thank you again.

    With best regards,

    Udo

  •  1,596
    Marko replied

    Hello again,

    Thank you for reaching out. Please allow us to clarify the situation.

    We typically respond to inquiries within 24 hours, and our support team does not work on weekends. On Friday, I personally responded to inform you that the credentials you provided were incorrect, which prevented us from resolving your issue. Had the credentials been correct, we would have accessed your site and worked on addressing the matter.

    Initially, we encountered an issue with accessing the site, and when we attempted to use the credentials provided, they were invalid. Unfortunately, this was beyond our control, and it caused a delay in resolving your issue.

    It is important to note that we handle tickets in the order they are received. Each time a new message is sent on the ticket, whether from our side or yours, it moves to the back of the queue. This is why there may be additional delays in our responses.

    We sincerely apologize for any inconvenience caused by the delay and assure you that as soon as your ticket comes up in the queue, we will address it promptly. Please ensure that the credentials provided are accurate this time so that we can access your site without any further issues.

    Thank you for your understanding. 

    Should you have any further inquiries, we kindly request that you open separate tickets for each question and we will gladly help you there.

    We wish you all the best and hope you have a wonderful day ahead.  

    Kind regards,

    Kind Regards, 

    Marko Davidovic [email protected]

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