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May 25, 2012, 12:05:07 PM

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Author Topic: Help Desk marking a ticket SPAM  (Read 332 times)
mike-bailey
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« on: July 29, 2011, 12:46:16 PM »
Who else has had this experience?  Last Sunday, on the 24th of July, 2011, I posted a question in the users forum here asking if anyone knew why the format of the access log files for LunarPages has changed.  No answer so far.  On Monday, the 25th of July,2011, I opened a ticket with LunarPages on this issue and never received a reply.  My email addresses, both main and alternate, are working just fine, so they never sent me an email other than to verify I had opened the ticket.  I checked on the Help Desk today, via the 'Dashboard' and found that the ticket had been replied to on the 26th of July, 2011.  The reply was to mark the ticket as SPAM and not answer me.  Period. 

I reopened the ticket today.  I made sure all of my information, web site, primary user name and so forth are valid.  I have been using LunarPages for eight or nine years now to host my web sites and this is the first time I have ever had a ticket called SPAM and not answered.  Very obnoxious and very frustrating.

Anyone else?

Mike
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KrisA
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+-. Learning is a treasure .-+
« Reply #1 on: July 30, 2011, 07:40:28 AM »
Mike, we truly apologize.

The ticket was mistakenly marked as spam by one of our CSRs. I have opened an email to her about it so this will not happen again in the future. I can assure you that we did not intend to ignore your query but it was done by mistake. Your ticket concerning the format of the access log files has also been escalated to our admin for review. I have raised the priority of the ticket for you.

Thank you very much for being a very long time client and again we do apologize for the mistake.
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Kris Asvapatipatt
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Lunarpages Internet Solutions

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mike-bailey
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« Reply #2 on: July 30, 2011, 09:18:40 AM »
Thank you for the explanation.

Mike
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