How Long?

[krfar]

I’m just wondering how long it took for MCV to respond to your ticket. Please limit your range to ticket(s) submitted after July 1, 2010.

Thanks

[dlwertz57]

Trouble ticket responses from MCV for me have been 1-4 days. I think it is very reasonable.
You will not get a response on weekends or overnight… this is not a 24 hour hotline!

Clean, rapid resolution to your issues depends a lot on your ability to communicate your problems precisely.

Regards,
Darrell

[system]

Hi,

@mcvovidiu

As for the support, we’re trying to reply in less than 1 (working day) for each ticket, but sometimes cases slip between cracks or are treated with less priority (a feature request will get a later response than one of a customer who’s Vera is not working or he cannot include devices with it). And I’m not saying that a reply for the feature request is not necessary, but it can wait a little bit longer. Another thing we’re trying to accomplish is to reply to each ticket regardless the problem/question/unknown he has and we succeed most of the time.

@krfar, can you post here how long it took for you to received a response to your ticket?
Thanks!

[krfar]

I have submitted three tickets. I got a response back on the first ticket a few days later but I never got any response on the two subsequent tickets.

[quote=“mcvovidiu, post:3, topic:166835”]Hi,

@mcvovidiu

As for the support, we’re trying to reply in less than 1 (working day) for each ticket, but sometimes cases slip between cracks or are treated with less priority (a feature request will get a later response than one of a customer who’s Vera is not working or he cannot include devices with it). And I’m not saying that a reply for the feature request is not necessary, but it can wait a little bit longer. Another thing we’re trying to accomplish is to reply to each ticket regardless the problem/question/unknown he has and we succeed most of the time.

@krfar, can you post here how long it took for you to received a response to your ticket?
Thanks![/quote]

[system]

That’s not true!

Valentin answered on both of your last tickets in the same day. I’m not saying he provided a solution for your problems, but he answered that your case is being treated. If you haven’t received the reply, please notify us so we can check why you did not receive it, since it was sent to you.

Thanks!

[Ap15e]

ticket #5153 submitted 2010-10-20 12:15 CEST, no reply yet

ticket #5253 submitted 2010-10-22 13:41 CEST, reply (but no solution) on 2010-10-27 20:58 CEST