I don't recall many times in 8 years where of the hundreds of Elevated X users we've provided services for, someone has said the software is buggy.
I take complaints like this extremely seriously and just spent some time looking into your account.
1) Your last ticket was April 11th. Submitted at 10:50am, received a reply at 11:19. The one prior to that shows posts from you replied to within 15 minutes, another you sent at 10:20pm (when we were closed) that was responded to at 5:30am (also when we were closed). Jan 16th, 1:24pm, received a reply at 1:34pm, replied again at 1:50pm and received a reply from my staff at 2:10pm. On Oct 1st I see one where over a dozen ticket exchanges, the longest you waited was 4 minutes for a reply from my staff. The only times you waited for a reply were for tickets you submitted late at night, which were replied to the next morning.
Overall, the level of support response you've gotten looks pretty good to me.
2) We require FTP and member logins each time for faster service. It may be inconvenient but the 30 seconds to provide it avoids your ticket going back into the support queue because my staff was unable to login and needed to email you back to ask you for a working login.
4) We don't offer phone support options but if you're having specific issues, need help getting past a learning curve or want suggestions on how to get things done you can ALWAYS request a phone call. This goes for ALL Elevated X customers, not just those who complain
5) I searched my personal email and couldn't find any messages from you.
My door is always open. Please email me at
[email protected] and we can setup a time for a phone call.
Please reach out to me directly over the weekend or first thing Monday so I can figure out how best to get you the help you need and let's get this frustration put behind you ASAP!
AJ