|Purred: Tue Feb 4, '14 4:15pm PST |
|Kitty- "2004-2010- always- loved" (& other Furs still waiting for an answer from Customer Support):
I replied to the original e-mail you sent on January 17. The reason it took so long to get to you is because there were several hundred e-mails in front of you. The e-mail barrage began on the 16th when the announcement first went out; escalated on the 17th; and continued through the weekend.
Despite sending out hundreds of replies, refunds, answering questions in the column comments, and posting numerous updates in the All Points Bulletin BOLO (be on the lookout) thread, it simply was not possible to keep up with the volume. It took over a week to get the unread folder to stay below 500 emails. It took over 2 weeks to get the unread folder to fall below 200. Three weeks past the announcement, I am getting close to being within a one-week response time.
Customer Support e-mails are also having to be read in a front end / back end style. Under normal conditions, you read primarily from the back end, the oldest mails first, but when you are that buried in e-mails, you have to spend time on the front end, as well, to make sure new issues haven't surfaced.
Our policy since day one has been to respond to every, single e-mail unless the "no response required" option has been selected. We do our best to respond within 72 hours, but when you get 1000 e-mails within a few days, normal response time simply isn't possible.
So take heart, if you wrote to us, you'll get an answer. How soon? My best guess is that by the end of the week I'll have response time down to within a week.
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