When will PO respond to case reports?

twhedbee

• January 08, 2008 13:15

I cannot get get C4 to run properly -- interface opens, but file tree displays incorrectly, then crashes. Problem first appeared in Beta1, so I reported it (as did others). Problem still existed in Beta2, so I reported it again (as did others). I was surprised to see problem still existed in release version, but I dutifully reported it again, both on forum and in several case reports.

I have yet to hear anything from PO. Are you listening, folks? Might you consider responding at some point?

Tom Whedbee

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  SteveCa

  • January 08, 2008 15:26

  I have never waited longer than 12 hours for a response to a support case I opened. ( I did have to white list them in my email filter )

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  Bill_H

  • January 09, 2008 02:38

  Tom, I just went thru a full support case cycle and right now it is taking them a while to respond so probably you just have to be patient (I'm sure that's not what you want to hear).
  
  For specifics, I reported a problem Dec 22 and heard back from them Dec 25 acknowledging it was a bug and they didn't know the fix.
  
  I figured out the problem (with assistance on this user-to-user forum) and on Jan 1 I filed a response on that support case giving them the fix (in this case, to not set a particular Custom Function on the Canon 1D M III). I thought this would be great news for them and I'd hear back right away but I got the reply on Jan 8, saying they had added a service bulletin describing the fix. So probably they verified it before responding.
  
  So 3 days for the first response, 7 days for the second response while they verified my 'fix'. This is longer than I had seen in the past, possibly due to the holiday schedule and possibly due to a flood of support case responses coming in.
  
  So be patient 😊
  
  Bill

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  Ales11

  • January 09, 2008 06:48

  I had trouble activating on second computer. Customer support was very quick and friendly. They managed to solve my problem very quickly. Response time was also very quick (less than 4 hours).
  
  Great support!!!
  
  Ales

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  Jonathan Gilbert

  • January 10, 2008 17:22

  Hi all, just to add some clarification... when 4.0 released, there was a huge flood of support cases, couple this with the holidays and fewer people in the office, and delays resulted. I am happy to inform that we caught up, so you should receive your first response within a matter of hours (possibly minutes depending on the time of day). After this some problems may take longer than others to solve as different testing and investigation needs to be done. We do continue to work on your case until we have reached a resolution.

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  Keith R

  • January 11, 2008 15:00

  I have to say that my recent case was cleared within 24 hours...

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  Roine

  • January 11, 2008 18:56

  Mine too, got first answer on on hour or less, then i explaned better, and got o confirmation the found and understand my problem in ab 8h
  
  Roine
  
  

  [quote="Keith R" wrote:
  I have to say that my recent case was cleared within 24 hours...

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