Average support time?

from Elemental Forums

Okay not really a support question, although if it doesnt fit in the "support" forum then where?

I just wonder what the average support times from stardock ( support@stardock.com) are?

I wrote them a ticket on saturday and did not even get a first response yet. The only thing that did reply to me was the automated message that I gave me the ticket nr. and a login to the support page. Despite that only silence.

 

So what are your experiences with stardock support? Should I worry that I did not receive a single live sign in the past 5 days or is the average much longer? Or should I start to worry that the republicans where right and Obama ruled the USA (and Stardock) into Oblivion?

7,353 views 9 replies
Reply #1 from Elemental Forums Top

I never use email support for any company.  I've never tried Stardocks, but I find sending emails usually pretty worthless.  But here, you should make a post about your problem and you will get help a lot faster I bet.  Stardock monitors the forums more than any other company I have ever seen.

Reply #2 from Elemental Forums Top

I don't work for Stardock, but having worked in the software industry I can say that they likely didn't have many Tech Support people working Saturday or Sunday, and your issue was likely put in a queue. I believe Stardock queues issues based on when you sent in your question, so make sure you don't send a second request for the same issue or they'll answer someone else first who's question was time-stamped earlier (they've waited longer).

To answer your question, I've only had one experience with their support team and they replied within two business days.

Fences - Organize your desktop icons today!
Reply #3 from Stardock Forums Top

Support tried to answer issues within 48 business hours.  With Win8 volume is higher and it may take a bit longer.

Post your ticket ID and I'll see what can be seen and do what can be done.

Reply #4 from Elemental Forums Top

Wow that was fast :D

@Lord Xia: The reason I am asking is because neither in these nor in steam forums there was much of a response and even less of a possible solution for my problem ( https://forums.elementalgame.com/437433 )

@Zubaz: #WIU-980-89617

Reply #5 from Elemental Forums Top

Oh, that's strange, I'm surprised they didn't respond, they usually do pretty quickly like Zubaz did in this thread.

Reply #6 from Elemental Forums Top

2 times I asked in my time, it got replied to withing few days.

and problems were solved.

 

Reply #7 from Elemental Forums Top

Also, sometimes if you report your problem there are enough people here that may know a solution to your particular problem. But I've always found quick and speedy responses on the forums.

Reply #8 from Stardock Forums Top

Quoting Aerouge, reply 5
@Zubaz: #WIU-980-89617
End of Aerouge's quote
Responded.  Waiting on you.  ;)
(sorry about the delay) 

Reply #9 from Elemental Forums Top

Thx Zubaz :) lets see how long it takes to solve this :)