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Am I being ignored? (License Issue)

M

Mahu

Member
I sent an e-mail to support@wolflair.com on Sunday concerning the need for me to transfer my license to my recently reformatted computer.

I was told that responses usually take two to three days.

It is now 5 days later. I have posted my issue on these forums even. I have received no response concerning my issue whatsoever.

I even sent a follow up message on Wednesday with no luck beyond the same automated response.

I am extremely frustrated at what I can only describe as poor customer service.

I understand DRM issues, I understand getting a lot of requests and having to go through them. But to receive no response is uncalled for, even an e-mail that said that someone was looking into an issue.

I hate having to go to a public forum to air my grievances but I feel I have no choice.
 
We don't monitor the forums daily, as we're already running around like chickens with their heads cut due to everything we're juggling. We normally check in here once or twice a week is all. If something is of high importance, it should go to support, since that gets monitored pretty steadily.

I spoke with Nancy just now - she handles the tech support queue. She said that she never received your initial email on Sunday, so we're trying to figure out what happened with that - it could be an overly aggressive spam filter or something like that.

However, she also said that she took care of the problem for you earlier this afternoon when she processed your email from Wednesday. So you should be good to go now.

Sorry for the problem with this. If you ask most folks about their experience with our support, they will generally be very happy with our responsiveness. Of course, there are always the exceptions that blow everything to hell. :-(
 
same thing, I sent a request after I dropped my computer and broke the SATA data connector to my drive, sent 6/16/09, then again on 6/19/2009..Still awaiting any kind of response.
 
I know for a fact that Nancy completely emptied the support queue yesterday. So if you haven't received a response, it means one of three things:

1. You did not send your email to support@wolflair.com. If you sent it to somewhere else, such as replying to your license email, then we never received it and you need to re-send it to the correct address.

2. The reply to your support request got eaten by a spam filter on your end. Did you receive the "we received your request" email that is automatically sent to acknowledge your support inquiry? If not, then something on your end is definitely blocking our replies.

3. Your email never arrived on our end. We use spam filtering, but it is at its lowest setting, so we end up getting *lots* of spam coming through and have to wade through it manually. We do this to minimize the chance of a support email get classified as spam, but there's always the exception that proves the rule. If you received the acknowledgment email, please try submitting your request again with different text. Please change the text a bit so that it won't trigger the spam filter on our end.

Hope this helps.
 
yup, got the "we'll get back to you asap" email both times.. I'll chose another subject line and try again..
 
Last edited:
I checked with Nancy and she says that she sent you a reply to your support inquiry days ago. So it appears that reply never got through to you. Please check your spam folder again.

She said she also got your new submission and will reply to that as well. If that doesn't get through, then there is definitely a problem going on with emails being swallowed by your email provider or your spam filter.
 
LordRagnarok said:
What is the typical turnaround time when all is working well with respect to the email traffic?
Click to expand...

Generally, support email is handled within 48-72 hours of its submission. Non-standard things like 3-day holiday weekends (as we just had) can sometimes introduce an extra day of delay.

The main exception to the above is if a question is highly technical and Nancy needs to route it to Colen or myself. If that happens, then it can sit an extra day or two in our queue until we can properly investigate the problem and reply to the user. I believe that Colen and I get involved only a 2-3% of the time, so this scenario is definitely the exception and not the rule.
 
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