How long should it take...?

from Stardock Forums

I was charged twice for an order and sent an email to Stardock sales support, promptly getting an email with a ticket number. Now it has been over a week and I have heard nothing from sales support. Yesterday I sent a follow up email wondering if they have had a chance to look into the issue.  How long should this process normally take.  I've had issues in the past and they were resolved within a couple days.  My CC bill is coming due and I need to know if I need to simply dispute one of the charges so that I dont get saddled with a system glitch that charged me twice. I've purchased several things in the weeks and days before and after that particular order and had no trouble with those orders. I just want to get this resolved.

5,826 views 5 replies
Reply #1 from WinCustomize Forums Top

I spoke with sales. They are working on a refund for you at this time.

When you are notified of that, I would think you could try again. :)

Reply #2 from WinCustomize Forums Top

Yesterday I sent a follow up email wondering if they have had a chance to look into the issue.
End of quote

This is the worst thing you can do.  Replying with a "Where's my reply?" e-mail just resets the activity counter on the ticket and sends you to the end of our incoming ticket queue.  It's best to just wait for a reply and we'll get back to you ASAP.  We're still trudging through the holiday backlog, but should be caught up soon.

How long should this process normally take.
End of quote

Once we're back on track, you should see responses from us within 2 business days.  Right now it may be 6-7.  Please bear with us and we'll get to everyone ASAP.

 

Galactic Civilizations IV
Reply #3 from Stardock Forums Top

Thank you Doc. I was just getting nervous due to CC payment coming up and maintaining a budget :) I also wasn't sure what a normal time to receive a response was. In the past responses were pretty quick, but I figured people were on vacation and holiday sale issues would push it out. Still a week and no response caused me a bit of concern.

Thank you again for your help :)

Reply #4 from Stardock Forums Top

Ahh thanks for letting me know Shirley. I'll be sure to not send follow up messages.  I actually thought I might be helping them out by sending more information regarding the duplicate orders. I also had a preorder in that particular order and wanted to make sure that didn't get applied twice. In the future I'll be more patient :) As I mentioned earlier, with CC payments coming due and fairly balanced budget, I was getting a bit nervous about things.

Perhaps you guys could implement an automated system that, if a ticket hasn't been addressed after XX amount of time, then send another automated email saying something like, due to backlog, we will address this as soon as possible and not to worry that the ticket has been lost in the abyss of email land... or some such thing :)

Anyway, you guys have always been awesome when straightening out these things. Thank you again for your continued top notch support!

Reply #5 from WinCustomize Forums Top

Quoting Verkinix, reply 3
Thank you Doc. I was just getting nervous due to CC payment coming up and maintaining a budget I also wasn't sure what a normal time to receive a response was. In the past responses were pretty quick, but I figured people were on vacation and holiday sale issues would push it out. Still a week and no response caused me a bit of concern.

Thank you again for your help
End of Verkinix's quote

Wasn't me...just a really nice fellow I know named koop. ;)