by mcow » Sat Dec 13, 2014 2:12 pm
I recently got two emails regarding an old support ticket I'd opened. For some reason, that ticket (and the other old ones I had opened) are no longer available to me, so I can't read them or post followups to them.
One of those emails was a personal message to me from "Pavle" asking if it was still an issue, but the reply address was
support@mediamonkey.com, and when I replied to it, I got an autoreply saying Don't Do That.
Well, I say:
YOU don't do that. If you want feedback on issues, provide a communications channel to receive it. I'm not going to open a second ticket for the same issue, given that the ticket was ignored for over a year, and my forum posts about it were ignored for over three years, and a PM to one of the developers resulted in an "you're right, I'll escalate this" response that came to nothing. I could have PM'd in response, but I don't even know if Pavle has a forum userid, let alone what it is.
I completely understand that you don't want your personal email accounts filled up with lame questions or spam, but it's not reasonable to keep yourselves silo'd when you're attempting a conversation.
I recently got two emails regarding an old support ticket I'd opened. For some reason, that ticket (and the other old ones I had opened) are no longer available to me, so I can't read them or post followups to them.
One of those emails was a personal message to me from "Pavle" asking if it was still an issue, but the reply address was [b]support@mediamonkey.com[/b], and when I replied to it, I got an autoreply saying Don't Do That.
Well, I say: [b]YOU[/b] don't do that. If you want feedback on issues, provide a communications channel to receive it. I'm not going to open a second ticket for the same issue, given that the ticket was ignored for over a year, and my forum posts about it were ignored for over three years, and a PM to one of the developers resulted in an "you're right, I'll escalate this" response that came to nothing. I could have PM'd in response, but I don't even know if Pavle has a forum userid, let alone what it is.
I completely understand that you don't want your personal email accounts filled up with lame questions or spam, but it's not reasonable to keep yourselves silo'd when you're attempting a conversation.