Problems Reaching Support

[Admiral Barrett]

I have been having issues trying to submit support tickets to resolve the "Key Expired" issue with my copy of VX I bought back in 2012. Has anyone else had issues trying to submit tickets or know of an alternate way of reaching support? I have tried to submit two tickets in as many months, but even after a successful submission message, I have not received a confirmation e-mail.

 

[Andar]

sometimes the ticket system looses emails (especially from certain providers), which is why we suggest that people should come here to the forum when the regular response time of three business days (weekends don't count) is passed.


Please wait a bit, someone from Degica should see your post and contact you about your ticket number.

 

[Bex]

I hope they get it fixed. A working Ticket system safes lot of work and time. And customers doesnt get frustrated .

 

[Admiral Barrett]

sometimes the ticket system looses emails (especially from certain providers), which is why we suggest that people should come here to the forum when the regular response time of three business days (weekends don't count) is passed.


Please wait a bit, someone from Degica should see your post and contact you about your ticket number.

My first request was over six weeks ago and the second request is almost four weeks old. I can be patient and understanding, as my dealings with Degica in the past have been absolutely stellar. However, waiting for weeks or months is really not acceptable. Is Degica aware of this apparent major problem with their system and are they taking steps to resolve it? I would hate to think that I can no longer use my product because of the inability to reach support.

 

[Andar]

they cannot solve it because the cause is partially out of their hands as it depends partially on the way emails are handled by local providers..


And you should have asked here in the forum weeks ago - as I said, the regular response time is three business days, and you would have gotten a reply much sooner if you had posted here sooner.

 

[Admiral Barrett]

they cannot solve it because the cause is partially out of their hands as it depends partially on the way emails are handled by local providers..


And you should have asked here in the forum weeks ago - as I said, the regular response time is three business days, and you would have gotten a reply much sooner if you had posted here sooner.

I was unaware that Degica support and this forum worked so well together. Anywhere else that offers "Forum Support" usually entails flame wars, ignored posts and responses by people who have no real control over anything and, thus, I have developed a mistrust of forum-based help.


That being said, what do I need to do?

 

[Andar]

wait - I already linked this topic internally, and one of the support people should contact you within a few days. I don't know if that will be by PM , if they find your ticket or if they ask you here in this topic to write them an email or whatever, but you should hear from them shortly - within this week if nothing else goes wrong.


And this forum is owned by Degica, even if most of the moderators are volunteers. So we try to keep everything civil and end any flame wars before they burn the forum. It is one reason why a lot of people consider this forum as one of the most helpful communities around.

 

[Archeia]

I just checked with support, your email doesn't exist in the archives. 


Please try to avoid sending emails from mobile if you did it like that.

 

[Admiral Barrett]

wait - I already linked this topic internally, and one of the support people should contact you within a few days. I don't know if that will be by PM , if they find your ticket or if they ask you here in this topic to write them an email or whatever, but you should hear from them shortly - within this week if nothing else goes wrong.


And this forum is owned by Degica, even if most of the moderators are volunteers. So we try to keep everything civil and end any flame wars before they burn the forum. It is one reason why a lot of people consider this forum as one of the most helpful communities around.

Support has sent me an e-mail and I am getting the issue resolved. I appreciate the assistance.

 

[Tanarex]

i'm also still waiting to hear back from tech support since aug 21.