Ticket incorrectly marked as solved.

IcebergDX

I have a ticket in over the whole Beverly mess, and i requested that my ticket be moved up the chain of command. And 5 days after I requested it be moved up, (with no intervening action by a CSR) they sent me a "There has been no action in 5 days, so your ticket is being marked solved and closed." email. I promptly responded with the statement that I do NOT feel that the issue has been resolved, and that i want my ticket moved up the chain of command. So watch your tickets carefully. And that also means that Shan's statement about if a CSR tells you no, to just request raising the ticket to the next level is not exactly an honest statement. And neither is her statement that updating your ticket is not helpful. It may not be helpful to them, but at least if you keep updating it, they will not try and close it on you without doing anything.

So Shan, why are you telling us one thing, yet we are seeing actions from the CSR's that say the opposite? This is the SECOND time in a week that I have had a CSR try this with me.

Speckles the Destroyer of Worlds

I imagine there are a few customer support reps that were thinking strongly about quitting after the December events and the flood of emails they caused.

Just stick with it. I have faith they will eventually get this mess sorted out as long as we don't let them forget about us.

[DB-DO BETTER] [7TW] Captain plim123

Comment moderated.~Shan

Shan

IcebergDX wrote: »

I have a ticket in over the whole Beverly mess, and i requested that my ticket be moved up the chain of command. And 5 days after I requested it be moved up, (with no intervening action by a CSR) they sent me a "There has been no action in 5 days, so your ticket is being marked solved and closed." email. I promptly responded with the statement that I do NOT feel that the issue has been resolved, and that i want my ticket moved up the chain of command. So watch your tickets carefully. And that also means that Shan's statement about if a CSR tells you no, to just request raising the ticket to the next level is not exactly an honest statement. And neither is her statement that updating your ticket is not helpful. It may not be helpful to them, but at least if you keep updating it, they will not try and close it on you without doing anything.

So Shan, why are you telling us one thing, yet we are seeing actions from the CSR's that say the opposite? This is the SECOND time in a week that I have had a CSR try this with me.

The fact that your ticket was marked as solved was simply an error in manipulation, a human error.

Replying to your ticket to change its status to open was the right course of action.

Updating your ticket to ask why you have not yet received a reply is not helpful, that does not mean there are no valid ways to update a ticket.

Captain_Who

Shan wrote: »

IcebergDX wrote: »

I have a ticket in over the whole Beverly mess, and i requested that my ticket be moved up the chain of command. And 5 days after I requested it be moved up, (with no intervening action by a CSR) they sent me a "There has been no action in 5 days, so your ticket is being marked solved and closed." email. I promptly responded with the statement that I do NOT feel that the issue has been resolved, and that i want my ticket moved up the chain of command. So watch your tickets carefully. And that also means that Shan's statement about if a CSR tells you no, to just request raising the ticket to the next level is not exactly an honest statement. And neither is her statement that updating your ticket is not helpful. It may not be helpful to them, but at least if you keep updating it, they will not try and close it on you without doing anything.

So Shan, why are you telling us one thing, yet we are seeing actions from the CSR's that say the opposite? This is the SECOND time in a week that I have had a CSR try this with me.

The fact that your ticket was marked as solved was simply an error in manipulation, a human error.

Replying to your ticket to change its status to open was the right course of action.

Updating your ticket to ask why you have not yet received a reply is not helpful, that does not mean there are no valid ways to update a ticket.

I'm sorry Shan, that is absolute bullshade that the ticket closed as solved after 5 days was an accident or error in manipulation, a human mistake. It is by design by company policy.

Your system automatically does this in five days and even sends you an email stating we marked it as solved because DB hasn't updated it in five days. I get name + name calling removed. ~Shan all the time that does that on purpose to duck providing resolution or updates.

CS is so bad that I don't bother to make a ticket 95% of the time and won't report bugs any more either, because it is exceedingly obvious that DB does not care about these bugs nor has any intention of fixing them.

Shan

I will clarify. The human error in this case has been to put the ticket in a "pending" status instead of "on hold" as further action was needed on our part

When a ticket is put in a "pending" status, then yes it will switch to "solved" after 5 days.

If you want me to look into tickets that you believe have been improperly marked as solved, contact me by PM.

IcebergDX

The simple fact is, there are CSR's and CSR supervisors that are doing this, I have had 2 tickets supposedly up to CSR sups, and yet I received the email stating they were solved. So no, Shan, your explanation holds about as much water as a spaghetti colander.

DScottHewitt

IcebergDX wrote: »

The simple fact is, there are CSR's and CSR supervisors that are doing this, I have had 2 tickets supposedly up to CSR sups, and yet I received the email stating they were solved. So no, Shan, your explanation holds about as much water as a spaghetti colander.

{Raises hand}


I understood Shan........



Scott