No response to file support case

Permanently deleted user

• June 19, 2009 05:03

After somewhat anemic responses and no real direct acknowledgment from Phase on this forum, regarding the noise reduction issue of having NR applied when the sliders are at zero unless one manually moves them off of zero and back, I took the advice put forth here and filed a support case - on June 1.

It's been almost 2-1/2 weeks and there has not been word one from anyone at Phase. It's disappointing and even an acknowledgment of receipt would have been a little comforting.

Since I'm not the only person reporting this problem, I can only assume that it is a bug and not a particular system anomaly. Maybe everyone's on an early holiday.

peter

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  Paul Steunebrink

  • June 19, 2009 07:54

  Have you check for a reply in your junk mail box?
  Have you logged in again onto the Phase One support site and looked online whether there has been a response?

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  Jonathan Gilbert

  • June 19, 2009 19:32

  Hi Peter,
  
  Please log in and go to Contact Support, and then click on My Cases and you can see the response from support. I found your case and it received a response from us about 19 minutes after the case was initially submitted. I suspect that the notification emails, which come from noreply@phaseone.com, wound up in your spam folder.

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  Permanently deleted user

  • June 21, 2009 01:35

  Jon,
  
  I'll guess I'll have to log on to the Phase site and check. I see EVERY email that comes to me. There is no spam folder and I can say that I have not seen a single message from Phase regarding that support case.

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  Permanently deleted user

  • June 21, 2009 23:33

  How nice to see an acknowledgment of this most annoying bug. Yeah, there are already workarounds, but they all slow down the workflow considerably. I hope the fix is in soon and that it is announced in the release notes.
  
  peter

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