email support seems ineffective, what are alternatives?

from WinCustomize Forums

i've been working on some issues since last year with stardock email support.  at some point, my cases got lost, and i had to start them all over, and got asked to repeat alot of the same things.  but still, it should not take that long to begin with.  with turnaround support responses at about 2 weeks, i don't get why there are no other support options.  i pay a yearly subscription and i would hope to have better support, wheres the phone support?  what about guaranteed 24-48hr response by email for subscribers?  or, offer pay per incident, or maybe ODNT ultimate get priority support or something, but support is really hard to deal with right now, and has been for years.  i noticed that support was much better back in the NNTP days, before the forums.

are there other official alternatives?

2,106 views 6 replies
Reply #1 from WinCustomize Forums Top

Seems to me these question that you ask should be asked of support.  I'm not sure that the community at large can provide you an answer.

The way the community can help you is if you explain the problem you have been trying to correct.  It could be that someone else has had the same problem and found the fix for it.  Is it software, hardware, OS or compatability issues that you are having?

Reply #2 from WinCustomize Forums Top

Stardock Support has not changed, they were the same last year and they are the same this year, top notch. Perhaps your spam filters or other are blocking their replies?

Elemental: Reforged
Reply #3 from WinCustomize Forums Top

My apologies for any troubles you have endured with our products or services. I have reviewed all of your current emails and even closed ones that derived from your account.

In the history of the tickets we have for your account it seems that more than three out of four techs have been helping you and all with in the allotted 48hr business day window. Please note that support is not available on the weekends. Now if a ticket did get lost or deleted from the system you do have my apologies but it seems we are assisting you a great deal in these matters and well above industry standards of support.

I have updated a previous WindowBlinds ticket status in the email queue and the last ticket concerning CursorFX has been moved into testing for verification and a possible fix. Please look for our response. Also just to be safe please make sure that your spam filters allow for the @stardock.com domain.

Reply #4 from WinCustomize Forums Top

there is no way i get responses within 48hrs half the time, been weeks for some, not to mention some of these have been going on for how long now?  over a year?  and then i get asked to repeat things because somehow my tickets got lost?  it's just a really sloppy system, would be nice to be able to use the phone or have faster time response

Reply #5 from WinCustomize Forums Top

Stardock Tech Support

734-927-0677

hope this helps

Reply #6 from WinCustomize Forums Top

MichaelG04 as I said you have my apologies for any troubles. If you like please, use the phone number listed above. Phone support is available Mon-Fri 9am to 4pm EST.

What likely occurred was that some of the tickets got lost when we moved our support system from external to in house. I posted many warnings about this as it was happening. I will not post any of the conversations here but I do have ticket logs to show our service in regards to these letters was timely. If you are not getting replies with in the 48 hr window please make sure that your spam filter allows for messages from @stardock.com.

We still stand ready to assist you so please contact us again by whatever means are convient for you. We will do our best to resolve the situation for you as quickly as possible.