Does Sonic reply to support e-mail?

rpmbassman wrote on 3/27/2003, 5:23 PM

I submitted an e-mail to support and received the standard form letter. But after a few days still have note received a reply on what I thought was a simple set of questions (see my related post to the forums on 32-bit, 24-bit, etc.).

This is unacceptable!

How long is the turn-around on e-mail support? Does it really exist?

Comments

Geoff_Wood wrote on 3/27/2003, 10:30 PM

Yes they do. I guess the speed of the reply depends on several factors, including:

1 - If you actually have a specific problem, or just have a vague general question about things that are not critical to the ability to use the application.
2 - How long it takes to investigate or replicate your fault/bug.
3 - How busy they are fixing real problems.

While you are waiting, feel free to post details of your problem/bug here....

Also, less coffee might help.

geoff

rpmbassman wrote on 3/28/2003, 8:59 AM

But I love my coffee ;-)

I know, I'm impatient.

RJC wrote on 3/28/2003, 3:23 PM

They respond within 3-4 days, usually. I have noticed wait times getting longer over the last couple of years, maybe due to the parlous state of the company's finances? I agree with Geoff - post your problem here - I've almost always got a quicker, more targeted response from the Forum than from SF tech support.

Geoff_Wood wrote on 3/28/2003, 6:00 PM

I like to think that an delays in support response are due to SF being busy tracking down and fixing bugs !

geoff

rpmbassman wrote on 3/29/2003, 10:14 AM

We can stop this thread. They responded to my e-mail support question in a reasonable amount of time.

Geoff_Wood wrote on 3/29/2003, 9:12 PM

So it wasn't unacceptable after all then - must have been the coffee ;-)

Hope it was fixed OK.

geoff

Jacose wrote on 4/3/2003, 9:28 AM

also, including your serial number makes things go faster i think

SonicJD wrote on 4/7/2003, 12:20 PM

As the lead of the support departments (Customer Service and Tech Support) I can assure you that we read every single email we receive and answer them in the order they are received. At times, like during our Vegas 4 promotion, we do fall behind on email support since our phones are so much busier. We try our best to stay on top of the email traffic, and our goal is to answer your support request the day it is received. All I can say is, Yes, we read every email, and Yes, we really want to help you out, but demand limits supply when it comes to support, just like everything else in this world. We'll do our absolute best to give you the help you request in a very timely fashion.

If you are in a crisis and need help immediately, give us a call between 9am and 5pm Central Standard Time. Pro products get 60 days of complementary support from the date of your first call to us: 608.204.7704.

To speed up email support, include your serial number with your request, try to use the support form found here, and treat the representative you are communicating with respectfully. Once you have developed a thread with the representative, continue to communicate with him/her instead of starting a new thread. It will help to avoid redundant workflow. Also, avoid attachments in your first request. We have to delete thousands of viral emails every day and yours may get accidentally deleted as a suspected virus carrier. The attachment can be transmitted once your thread has started with a support representative.