Ok, this is the rant section so here goes my rant. I hope this isn't going to fall victim to the prevailing trend on these forums and get deleted.
This may end up a bit disjointed and rambling. Still having my morning coffee and still very upset.
I don't like being ignored. It really, really pushes my buttons and I just have to vent this.
I'll be honest, I became so angry by yesterday that I very nearly rage-quit all 3 of my accounts.
Waiting over a week, after submitting a ticket, for any kind of acknowledgement that you even have a problem, (which still has't come, btw) is beyond aggravating.
Maybe you don't think my issue is important or game-stopping. Thanks. To me it is very important and prevents my playing one aspect of the game with one of my characters. But that's not the point.
Maybe my 3 little accounts aren't important to you. I can always take my business elswhere if that be the case.
Your automated email after submission is fine. It's nice to know that your computers know I have a problem. The dead silence from anyone living is not.
I worked in customer service for a large insurance company for over 35 years. I had the "joy" of getting all the worst cases. I can tell you with confidence that a simple, short contact to let a customer know that they're not being ignored goes a long way towards alleviating some of the frustration.
Even when you don't have a solution yet, or you have a heavy case load at the time. Telling the customer that, letting them know you are aware of them & their problem, makes all the difference in the world in preventing a lost customer.
Ok, having worked in customer service, maybe I'm a little more demanding of good customer service than some. And I realize you're not a large company. But we are not exactly the largest customer base in the industry either. A simple email of acknowledgement from a live person, without a canned response, takes how long?
I know ropes. I know about having a mountain of open cases on my desk. I know how long it takes to send out a few personalized emails each day so that none of my customers has to wait over a week to find out if anyone even knows they've got a problem.
Giving your customers the cold shoulder is completely unacceptable!
Ok, so I've calmed down (a little), and not cancelling my accounts (yet), but I still needed to get this off my chest and am still very angry. Honestly I can't bring myself to log in just yet. Still need a little more cooling down. I may still go ahead and cancel the account in question. The other two, well, the jury is still out I guess.